Analisis Pengaruh Faktor-Faktor Penentu Terhadap Keluhan Konsumen

Novita, Novita (2011) Analisis Pengaruh Faktor-Faktor Penentu Terhadap Keluhan Konsumen. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

In this globalitation era, there a lots of competitive rivalry in the banking industry in gathering the market. To achieve that, increase in satisfaction is a must do as part of company strategy. One of the most important factor that must be observe in keeping service quality is by giving the most satisfy service for the customer. This research describe a theoretical model for researching customer complaint behaviour when they fell disatisfied. The model that are being research is alienation, attitude towards the act of complaining, dissatisfaction level, prior complaint experience, perceived likelihood of succesfull complaining, self confidence, complaint intention, negative word of mouth, switch intention. Sample in this research is all user of banking service in Batam. This research use questioner that are being distribute to 170 responden in Batam. Data obtained was processed by using SPSS 13. Multiple regression method are used to analyze these data and hypotheses were tested empirically to demonstrate the applicability of the theoretical model. Keywords: Consumer satisfaction, Dissatisfaction and Complaining Behavior.

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