Open AccessANALISIS PERILAKU KOMPLAIN KONSUMEN PADA KOLOM "REDAKSI YTH" SURAT KABAR KOMPAS PERIODE 1-31 MARET 2004
Author(s) -
Siti Rahayu
Publication year - 2004
Publication title -
manajemen dan bisnis/manajemen dan bisnis
Language(s) - English
Resource type - Journals
eISSN - 2477-1783
pISSN - 1412-3789
DOI - 10.24123/jmb.v3i2.80
Subject(s) - disappointment , notice , business , product (mathematics) , marketing , customer satisfaction , advertising , newspaper , mathematics , psychology , political science , social psychology , geometry , law
Every consumers that have problems need a solution, so companies should deliver a valuable product and minimize the problems. Some companies did not realize the importance of customer complain handling to deliver customer satisfaction. This study attemp to describe one of the customer complain "form" which is newspaper public complain to third party. This form of complain has a lot of information for companies, although not all of company notice. This study also shown that consumer complain is the result of accumulative disappointment to the product/company that has not been resolve.