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Anis Hidayah
Fakultas Ekonomi Jurusan Manajemen Universitas Mercu buana Yogyakarta
Economics, Econometrics & Finance

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Dampak ketidakpuasan konsumen pada sikap konsumen berdasarkan dimensi kualitas jasa dan perbedaan karakteristik demografi Anis Hidayah; Sumiyarsih Sumiyarsih
Jurnal Perilaku dan Strategi Bisnis Vol 6, No 1: Februari 2018
Publisher : Universitas Mercu Buana Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (319.963 KB) | DOI: 10.26486/jpsb.v6i1.420

Abstract

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.
Co-Authors Sumiyarsih, Sumiyarsih