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April Gunawan Malau
Sekolah Tinggi Ilmu Pelayaran Jakarta, Indonesia
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Journal : Jurnal Hospitality dan Manajemen Jasa

 1 
ANALISA PENGARUH MOTIVASI KOMPLAIN KONSUMEN DAN PERILAKU KOMPLAIN KONSUMEN TERHADAP EXPECTATION OF SERVICE RECOVERY HOTEL BINTANG 4 SURABAYA Jessica Christyna; Aprillia Gunawan; Adriana Aprilia
Jurnal Hospitality dan Manajemen Jasa Vol 5, No 2 (2017): Jurnal Hospitality dan Manajemen Jasa
Publisher : Jurnal Hospitality dan Manajemen Jasa

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Abstract

Tujuan dilakukannya penelitian ini adalah untuk mengetahui pengaruh motivasi komplain konsumen dan perilaku komplain konsumen terhadap expectation of service recovery hotel bintang 4 Surabaya. Data yang digunakan dalam penelitian ini diperoleh dari pengisian kuesioner oleh 114 konsumen Warga Negara Indonesia yang pernah menginap dan pernah melakukan komplain di hotel bintang 4 Surabaya. Dengan menggunakan metode analisa Partial Least Square, hasil penelitian menunjukkan bahwa motivasi komplain konsumen berpengaruh positif dan signifikan terhadap perilaku komplain konsumen, dan perilaku komplain konsumen berpengaruh positif dan signifikan terhadap expectation of service recovery. 
Co-Authors Adriana Aprilia Agus Ramdani Agustinawati, Meriyanti Ahadianto, Muhammad Sayakfika Alamsyah, Jaya Ali Muktar Sitompul Andriasan Sudarso Anindya Putri Utami Antoni Arif Priadi Ardy Nugraha ARIF HIDAYAT Ariyanti Sri Sulistyorini Aryaputra Singgih, Jay Awanda, Deta Ayudhia Pangestu Gusti Aziz, Muhammad Mughni Bambang Kurniadi, Bambang Barasa, Larsen Brenhard Mangatur Tampubolon Budi Satria Cahyaningrum, Wida Chanra Purnama Cris Kuntadi Damoyanto Purba Dedy Kurniadi Derma Watty Sihombing Desy Anggraini, Rika Dwi Kurniawan, Wardoyo Edy Kurniawan Elvie Maria Faisal Rahman, Faisal Frans Kalangie, Theo J. Hartati, Diah Vitaloka Hendra Wijaya Henry Husainah, Nazifah Ida Ayu Putu Sri Widnyani Iksan Saifudin Imam Fachruddin Imam Fahcruddin Imam Fahcruddin Ismawati, Waode Jan Hotman Jaya Alamsyah Jessica Christyna JHENSLY PEBRY HALOMOAN HUTASOIT Junaidi Junaidi Kartilah, Tetet Kasiono, Roy Kismantoro, Tri Kwartama, Agung Lestari, Widianti Lili Purnamasita Lili Suryati Malau, Albert Gamot Manalu, Brilliant Handyman Mangatur Tampubolon, Brenhard Marcelino, Reza Markus Yando Marlin Marlin Mora, Priscilia Motik, Chandra Mudakhir Mudakir, Mudakir Muhammad Adhiwirayuda, Rizky Muhammad Irham Mulyadi, Eko Andi Mulyatini, Nurdiana Nana Trisnawati Nandan Limakrisna Natanael Suranta Nunung Ayu Sofiati (Efi) Nurbaety, Intan Nurhasanah, Meilinasari Nurmala, Eka Peni Cahyati, Peni Prihartanta Prihartanta Purba, Damoyanto Purnomo, Budi Rahmi Trisnayanti Retnaningtyas Widuri Riyanto Riyanto Riyanto Rosna Yuherlina Siahaan S Siswanto Sabpatari, Fardhani Sahata Marel Sinaga, Aprilesa Saputra, Dicky Hadi Setiadi, Aries Sibarani, Mauritz Sibarani, Mauritz Halomoan Manontang Siburian, Saidal Sijabat, Panderaja Soritua Simanjuntak, Bernadtua Simanjuntak, M. Marihot Simanjuntak, Marihot Simanjuntak, Marudut Bernadtua Simatupang, Sahattua P. Siregar, Muhammad Sapril Soritua Sijabat, Panderaja Sri Nurhayati Suhartini Suhartini Sukmanofith D. Sulaiman Sulaiman Sulistyo, Marendra Budi Sulistyorini, Ariyanti Sri Sumali, Bambang Supardi Supardi Susi Herawati Susi Herawati Togatorop, Agus Leonard Tri Cahyadi Trisnayanti, Rahmi Wibowo, Titis Ari Widjaja, Niken Sitalaksmi Wikrama Wardana Winarno Winarno Winarno Winarno Wiwoho, Boedojo Yando, Markus Yuzzy Mohamad Fajar