Analisis Faktor-faktor Yang Mempengaruhi Niat Komplain: Studi Pada Konsumen Goeboex Coffee Yogyakarta
Complaining behavior intentions can be defined as the intention of the consumer who were disappointed and made a complaint to the company and is the result (outcome) immediately prior to the formation of attitudes from the perspective of behavioral responses. The company is expected to identify the...
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| Main Authors: | , |
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| Format: | Theses and Dissertations NonPeerReviewed |
| Published: |
[Yogyakarta] : Universitas Gadjah Mada
2013
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| Subjects: | |
| Online Access: | https://repository.ugm.ac.id/118265/ http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=58209 |
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| Institution: | Universitas Gadjah Mada |
| Summary: | Complaining behavior intentions can be defined as the intention of the
consumer who were disappointed and made a complaint to the company and is the
result (outcome) immediately prior to the formation of attitudes from the
perspective of behavioral responses. The company is expected to identify the
shape of consumer dissatisfaction with analyzing the factors that drive the
intention complaint. Previous research suggests several factors that affect the
complaint intention namely attitudes towards complaints, the level of information,
the level of dissatisfaction, the importance of the situation, and the possibility of
successful complaints.
Adopted from a previous study by Blascoet et. al, (2010) which aims to
find the most influential factor on complaint intentions. Object of research is one
of the companies engaged in service (coffee shop). Methods of collecting data
were the distribution of questionnaires to 150 respondents. The results of this
study indicate that attitudes towards complaints have a significant effect on the
level of dissatisfaction with the intention of complaints, while other factors had no
effect. Researcher also contributed a few suggestions for the managerial
improvement of those findings. |
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