PENGARUH PERCEIVED COMPLAINT HANDLING QUALITY PADA MEDIA SOSIAL TERHADAP COMPLAINT HANDLING SATISFACTION (Survei Pada Pelanggan Indosat IM3 Ooredoo Generasi Y) - Titi Puspita Sari; Andriani Kusumawati; Ari Irawan (Jurnal Administrasi Bisnis, 2020)
The purposes of this research are to examine and explain the effect of Perceived Complaint Handling Quality on Complaint Handling Satisfaction. The variables in this research consist of the Perceived Complaint Handling Quality and Complaint Handling Satisfaction. The criteria of populations in this research are IM3 Ooredoo customers aged 19 to 37 years old, have used IM3 Ooredoo product at least for a year and have complained on the official Twitter account of Indosat Ooredoo (@IndosatCare) through mention or direct message and received a response from the Indosat provider. The sampling technique used is purposive sampling and the method of collecting data through an online questionnaire to 116 respondents. The data analysis used is descriptive analysis and path analysis. The results showed that the Perceived Complaint Handling Quality has a positive and significant effect on Complaint Handling Satisfaction. Keywords: Perceived Complaint Handling Quality, Complaint Handling Satisfaction ABSTRAK Penelitian ini bertujuan untuk menguji dan menjelaskan pengaruh Perceived Complaint Handling Quality terhadap Complaint Handling Satisfaction. Variabel pada penelitian ini terdiri dari Perceived Complaint Handling Quality dan Complaint Handling Satisfaction. Kriteria populasi dalam penelitian ini adalah pelanggan IM3 Ooredoo berusia 19 sampai 37 tahun, telah menggunakan produk IM3 Ooredoo minimal 1 tahun dan pernah mengajukan komplain di akun Twitter resmi Indosat Ooredoo (@IndosatCare) melalui mention atau direct message dan mendapat respon dari provider Indosat. Teknik pengambilan sampel yang digunakan adalah purposive sampling dan metode pengumpulan data melalui kuesioner online kepada 116 responden. Analisis data yang digunakan adalah analisis deskriptif dan analisis jalur (path analysis). Hasil penelitian menunjukkan bahwa Perceived Complaint Handling Quality berpengaruh positif dan signifikan terhadap Complaint Handling Satisfaction. Kata Kunci: Perceived Complaint Handling Quality, Complaint Handling Satisfaction