Dampak ketidakpuasan konsumen pada sikap konsumen berdasarkan dimensi kualitas jasa dan perbedaan karakteristik demografi
The purpose of this paper is to test the effect of dissatisfaction consumers that influence on negative customer behavior, base on demography and service quality. Design/methodology/approach, An integrated model is proposed, following recent developments in the service recovery literature. This mod...
| Main Authors: | , |
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| Format: | Article |
| Language: | Indonesian |
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Universitas Mercu Buana Yogyakarta
2018-04-01
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| Series: | Jurnal Perilaku dan Strategi Bisnis |
| Subjects: | |
| Online Access: | http://ejurnal.mercubuana-yogya.ac.id/index.php/JPSB/article/view/420 |
| Summary: | The purpose of this paper is to test the effect of dissatisfaction consumers that influence on negative customer behavior, base on demography and service quality. Design/methodology/approach, An integrated model is proposed, following recent developments in the service recovery literature. This model is tested using data from a survey with 216 customers. The paper reports results from structural aquation model. Findings, the results show significant influence service quality, demography and dissatisfaction customer have significant effect to negative customer behavior. |
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| ISSN: | 2337-5817 2614-7289 |