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All Journal Binus Business Review
Sem Neri, Sem
Universitas Bina Nusantara
Economics, Econometrics & Finance

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Kualitas 0Pelayanan dan Perilaku Keluhan Konsumen; Determinan dan Tipologi Tauriana, Dian; Neri, Sem
Binus Business Review Vol 1, No 1 (2010): Binus Business Review
Publisher : Bina Nusantara University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21512/bbr.v1i1.1075

Abstract

Understanding why dissatisfied consumers complain the way they do is a very important issue to be discussed from theoretical, managerial perspectives. As it is the main reason for the researcher to conduct this study. This study taken from D’Lofts Apartment situated near to Bina Nusantara University. The method being used is non-parametric statistics to test the hypotheses and descriptive statistics to figure out the main reasons of complaining behavior. As the results show that price and lack of loyalty from the landlord are the main reasons consumer’s anger. Whilst the most provocative action they may take is to bad-mouth the quality given. 
Co-Authors Dian Tauriana, Dian