KUALITAS PELAYANAN DAN PERILAKU KELUHAN KONSUMEN, DETERMINAN, DAN TIPOLOGI

Tauriana, Dian and Neri, Sem (2010) KUALITAS PELAYANAN DAN PERILAKU KELUHAN KONSUMEN, DETERMINAN, DAN TIPOLOGI. Jurnal Binus Business Review, 01 (01). ISSN 2087-1228

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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.

Item Type: Article
Additional Information: 12_Volume 01 / Nomor 01 / May 2010_KUALITAS PELAYANAN DAN PERILAKU KELUHAN KONSUMEN, DETERMINAN, DAN TIPOLOGI
Subjects: Economic, Business, Management and Information System
Divisions: ?? journal_33_12_Volume-01-Nomor-01-May-2010 ??
Depositing User: Mr. Super Admin
Date Deposited: 17 Dec 2012 08:16
Last Modified: 11 Apr 2013 04:23
URI: http://eprints2.binus.ac.id/id/eprint/15947

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