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: | , |
|---|---|
| Format: | Article |
| Language: | Indonesian |
| Published: |
Universitas Mercu Buana Yogyakarta
2018-04-01
|
| Series: | Jurnal Perilaku dan Strategi Bisnis |
| Subjects: | |
| Online Access: | http://ejurnal.mercubuana-yogya.ac.id/index.php/JPSB/article/view/420 |
| _version_ | 1819052373737209856 |
|---|---|
| author | Anis Hidayah Sumiyarsih Sumiyarsih |
| author_facet | Anis Hidayah Sumiyarsih Sumiyarsih |
| author_sort | Anis Hidayah |
| collection | DOAJ |
| description | 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. |
| first_indexed | 2024-12-21T12:18:49Z |
| format | Article |
| id | doaj.art-c9223b1e58df43ceb2b2fd8d5f3cb5f0 |
| institution | Directory Open Access Journal |
| issn | 2337-5817 2614-7289 |
| language | Indonesian |
| last_indexed | 2024-12-21T12:18:49Z |
| publishDate | 2018-04-01 |
| publisher | Universitas Mercu Buana Yogyakarta |
| record_format | Article |
| series | Jurnal Perilaku dan Strategi Bisnis |
| spelling | doaj.art-c9223b1e58df43ceb2b2fd8d5f3cb5f02022-12-21T19:04:23ZindUniversitas Mercu Buana YogyakartaJurnal Perilaku dan Strategi Bisnis2337-58172614-72892018-04-0161475710.26486/jpsb.v6i1.420307Dampak ketidakpuasan konsumen pada sikap konsumen berdasarkan dimensi kualitas jasa dan perbedaan karakteristik demografiAnis Hidayah0Sumiyarsih Sumiyarsih1Fakultas Ekonomi Jurusan Manajemen Universitas Mercu buana YogyakartaFakultas Ekonomi Jurusan Manajemen Universitas Mercu buana YogyakartaThe 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.http://ejurnal.mercubuana-yogya.ac.id/index.php/JPSB/article/view/420dissatisfaction customers, customer behavior, demography and service quality. |
| spellingShingle | Anis Hidayah Sumiyarsih Sumiyarsih Dampak ketidakpuasan konsumen pada sikap konsumen berdasarkan dimensi kualitas jasa dan perbedaan karakteristik demografi Jurnal Perilaku dan Strategi Bisnis dissatisfaction customers, customer behavior, demography and service quality. |
| title | Dampak ketidakpuasan konsumen pada sikap konsumen berdasarkan dimensi kualitas jasa dan perbedaan karakteristik demografi |
| title_full | Dampak ketidakpuasan konsumen pada sikap konsumen berdasarkan dimensi kualitas jasa dan perbedaan karakteristik demografi |
| title_fullStr | Dampak ketidakpuasan konsumen pada sikap konsumen berdasarkan dimensi kualitas jasa dan perbedaan karakteristik demografi |
| title_full_unstemmed | Dampak ketidakpuasan konsumen pada sikap konsumen berdasarkan dimensi kualitas jasa dan perbedaan karakteristik demografi |
| title_short | Dampak ketidakpuasan konsumen pada sikap konsumen berdasarkan dimensi kualitas jasa dan perbedaan karakteristik demografi |
| title_sort | dampak ketidakpuasan konsumen pada sikap konsumen berdasarkan dimensi kualitas jasa dan perbedaan karakteristik demografi |
| topic | dissatisfaction customers, customer behavior, demography and service quality. |
| url | http://ejurnal.mercubuana-yogya.ac.id/index.php/JPSB/article/view/420 |
| work_keys_str_mv | AT anishidayah dampakketidakpuasankonsumenpadasikapkonsumenberdasarkandimensikualitasjasadanperbedaankarakteristikdemografi AT sumiyarsihsumiyarsih dampakketidakpuasankonsumenpadasikapkonsumenberdasarkandimensikualitasjasadanperbedaankarakteristikdemografi |