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...
| Main Authors: | , |
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| Format: | Thesis |
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[Yogyakarta] : Universitas Gadjah Mada
2013
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| Subjects: |
| _version_ | 1797032915446530048 |
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| author | , Dwi Kartika Sari , Dra. Yulia Arisnani Widyaningsih, M.B.A., Ph.D. |
| author_facet | , Dwi Kartika Sari , Dra. Yulia Arisnani Widyaningsih, M.B.A., Ph.D. |
| author_sort | , Dwi Kartika Sari |
| collection | UGM |
| description | 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. |
| first_indexed | 2024-03-13T22:45:55Z |
| format | Thesis |
| id | oai:generic.eprints.org:118265 |
| institution | Universiti Gadjah Mada |
| last_indexed | 2024-03-13T22:45:55Z |
| publishDate | 2013 |
| publisher | [Yogyakarta] : Universitas Gadjah Mada |
| record_format | dspace |
| spelling | oai:generic.eprints.org:1182652016-03-04T08:32:45Z https://repository.ugm.ac.id/118265/ Analisis Faktor-faktor Yang Mempengaruhi Niat Komplain: Studi Pada Konsumen Goeboex Coffee Yogyakarta , Dwi Kartika Sari , Dra. Yulia Arisnani Widyaningsih, M.B.A., Ph.D. ETD 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. [Yogyakarta] : Universitas Gadjah Mada 2013 Thesis NonPeerReviewed , Dwi Kartika Sari and , Dra. Yulia Arisnani Widyaningsih, M.B.A., Ph.D. (2013) Analisis Faktor-faktor Yang Mempengaruhi Niat Komplain: Studi Pada Konsumen Goeboex Coffee Yogyakarta. UNSPECIFIED thesis, UNSPECIFIED. http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=58209 |
| spellingShingle | ETD , Dwi Kartika Sari , Dra. Yulia Arisnani Widyaningsih, M.B.A., Ph.D. Analisis Faktor-faktor Yang Mempengaruhi Niat Komplain: Studi Pada Konsumen Goeboex Coffee Yogyakarta |
| title | Analisis Faktor-faktor Yang Mempengaruhi Niat Komplain: Studi Pada Konsumen Goeboex Coffee Yogyakarta |
| title_full | Analisis Faktor-faktor Yang Mempengaruhi Niat Komplain: Studi Pada Konsumen Goeboex Coffee Yogyakarta |
| title_fullStr | Analisis Faktor-faktor Yang Mempengaruhi Niat Komplain: Studi Pada Konsumen Goeboex Coffee Yogyakarta |
| title_full_unstemmed | Analisis Faktor-faktor Yang Mempengaruhi Niat Komplain: Studi Pada Konsumen Goeboex Coffee Yogyakarta |
| title_short | Analisis Faktor-faktor Yang Mempengaruhi Niat Komplain: Studi Pada Konsumen Goeboex Coffee Yogyakarta |
| title_sort | analisis faktor faktor yang mempengaruhi niat komplain studi pada konsumen goeboex coffee yogyakarta |
| topic | ETD |
| work_keys_str_mv | AT dwikartikasari analisisfaktorfaktoryangmempengaruhiniatkomplainstudipadakonsumengoeboexcoffeeyogyakarta AT drayuliaarisnaniwidyaningsihmbaphd analisisfaktorfaktoryangmempengaruhiniatkomplainstudipadakonsumengoeboexcoffeeyogyakarta |