Open AccessPENGARUH PELAYANAN YANG GAGAL TERHADAP RESPON PERILAKU KONSUMEN
Author(s) -
Intan Apurotul Pujiah,
Indah Fatmawati
Publication year - 2018
Publication title -
jurnal manajemen dan pemasaran jasa
Language(s) - English
Resource type - Journals
eISSN - 2442-9732
pISSN - 0216-3780
DOI - 10.25105/jmpj.v11i1.2408
Subject(s) - disappointment , regret , nonprobability sampling , psychology , structural equation modeling , sample (material) , social psychology , service (business) , statistics , marketing , mathematics , business , environmental health , medicine , physics , population , thermodynamics
The study aims to analyze the influence of service failure, disappointment, regret, dissatisfaction, and behavior response. The sample in this research is x airline customers. The samples are 137 respondents chosen by using purposive sampling and collected by questionnaires. Analytical technique used is SEM (Structural Equation Modeling). The results of this study indicate that the service failure has an effect on disappointment and regret. Disappointment has an effect on dissatisfaction. Regret has an effect on the dissatisfaction and behavioral response. Disappointment and dissatisfaction has no effect on behavior response.