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

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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, AnĀ  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.