Open AccessKualitas 0Pelayanan dan Perilaku Keluhan Konsumen; Determinan dan Tipologi
Author(s) -
Dian Tauriana,
Sem Neri
Publication year - 2010
Publication title -
binus business review
Language(s) - English
Resource type - Journals
eISSN - 2476-9053
pISSN - 2087-1228
DOI - 10.21512/bbr.v1i1.1075
Subject(s) - situated , loyalty , descriptive statistics , landlord , psychology , quality (philosophy) , marketing , advertising , test (biology) , sociology , social psychology , business , statistics , political science , mathematics , computer science , philosophy , epistemology , artificial intelligence , paleontology , law , biology
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.