Open AccessDampak ketidakpuasan konsumen pada sikap konsumen berdasarkan dimensi kualitas jasa dan perbedaan karakteristik demografi
Author(s) -
Anis Latiffatul Hidayah,
Sumiyarsih Sumiyarsih
Publication year - 2018
Publication title -
jurnal perilaku dan strategi bisnis
Language(s) - English
Resource type - Journals
eISSN - 2614-7289
pISSN - 2337-5817
DOI - 10.26486/jpsb.v6i1.420
Subject(s) - aquation , service quality , service (business) , customer service , test (biology) , business , psychology , marketing , paleontology , physics , quantum mechanics , reaction rate constant , kinetics , biology
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, An 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.