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All Journal Gadjah Mada International Journal of Business Jurnal Ilmu Manajemen Universitas Tadulako (JIMUT)
Johnny Tanamal
Management Study Program, University of Tadulako Palu
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Journal : Gadjah Mada International Journal of Business

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A Study on Customer Satisfaction across Information Search Behavior Typology Wahyuningsih, Wahyuningsih; Tanamal, Johnny
Gadjah Mada International Journal of Business Vol 10, No 1 (2008): January - April
Publisher : Master of Management, Faculty of Economics and Business, Universitas Gadjah Mada

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Abstract

This study investigates customer satisfaction based on a typology of consumer search behavior. The findings demonstrate that the type of consumer as defined by whether and how they search for information (passive, rational-active, and relational-dependent) has different level of satisfaction. Rational-active and relational-dependent consumers are found to be the dominant consumer types who actively search for information before purchasing a product and thus perceive a higher level of satisfaction than do passive consumers. The identification of satisfaction within each type of consumer provides a reason for customers to repurchase the same product, or recommend it to other people. As a result, companies will be able to achieve an increase in profitability. Recommendations for companies and future research directions are presented.
Co-Authors A.A. Ketut Agung Cahyawan W Nainggolan, Engki P PUTRA, CHANDRA ANANTA Rahmat Mubaraq WAHYUDDIN, RISWANDI