STUDI DESKRIPTIF PERILAKU KOMPLAIN DAN MOTIF KOMPLAIN PELANGGAN RESTORAN DI HOTEL X SURABAYA

  • Chandra Ruslan Manajemen / Fakultas Bisnis dan Ekonomika Universitas Surabaya

Abstract

Hotel X is one of star hotel at Surabaya, and almost of the guest is domestic tourist. According to tghe interview with the secretary of manager showing that there is many of complaint about the service of”X” Resto at “X” Hotel in Surabaya. The result of pre test showing that there is 23 respondents who state that visited ”X” Resto at “X” Hotel in Surabaya. During June – September 2012., and there is 8 of respondents who state felt unconfortable of the service but no complaint, and there are 10 of respondents who state compalint. The purpose of this research is explaining the complint behavior at ”X” Resto at “X” Hotel in Surabaya. The research design is decriptive which explore the customer complaint behavior at ”X” Resto in “X” Hotel in Surabaya according the demographic data: age, education level, household level, and gender. The number of samples are 102 samples. Data analysis method by statistic descriptive, crosstabulation, and chi square analysis. This research showing that according to the whole of complaint behavior, the top and the most aggree by consumer is warning to the family and frends. The lower of complaint behavior is complaint to the consumers protection agency and the highest complaint motive is take problem solving. There is association among the complaint bahevior and age, education level, and gender

References

Ahmed, I dan M. Amir, 2011, Service Quality; Service Features; and Customer Complaint Handling As the Major Drivers of Customer Satisfaction in Banking Sector of Pakistan. International Review of Business Research Papers Vol. 7. No. 1. January 2011. Pp. 313 – 318

Ekiz, EH, NA. Ragavan, dan K. Hussain, 2011, How to manage Guest Complaints: Global Implications From Hong Kong Hoteliers.Global Journal of management and Business Research. Vol. 11 Issue 1 Version 1.0 februari 2011.

Emir, O, 2011, Customer complaints and complaint behaviours in Turkish hotel restaurants: An application in Lara and Kundu areas of Antalya. African Journal of Business Management Vol.5 (11), pp. 4239-4253, 4 June, 2011

Foedjiawati dan H. Semuel, 2007, Pengaruh Sikap, Persepsi Nilai dan persepsi Peluang Keberhasilan Terhadap Niat Menyampaikan Keluhan (Studi kasus pada Perusahaan Asuransi AIG Lippo Surabaya). Jurnal Manajemen Pemasaran. Vol. 2 No. 1 April 2007: 43-58

Heung, VC.S. dan T. Lam, 2003. Customer complaint behaviour towards hotel restaurant services", International Journal of Contemporary Hospitality Management, Vol. 15 Iss: 5, pp.283 – 289

Krishna, A, G.S. Dangayach, dan Rakesh Jain, 2011, Service Failure and Recovery: Comparison Between Health Care and Automobile Service Station. School of Doctoral Studies (European Union) Journal - 2011

Metehan, Tolon,dan Zengin Asude Yasemin, 2011, Demographic Characteristics and Complaint Behavior: An Empirical Study Concerning Turkish Customers, International Journal of Business and Social Science Vol. 2 No. 9 [Special Issue - May 2011] 42

Rekohadi, Dyan, 2012, Tingkat Hunian Hotel di Surabaya Meningkat Tahun ini, http://jatim.tribunnews.com/m/index.php//2012/05/11/tingkat-hunianhotel-di-surabaya-meningkat-tahun-ini
Stauss, B dan Andreas Schoeler, 2004, Complaint management profitability: what do complaint managers know?. Managing Service Quality. Volume 14 • Number 2/3 • 2004 • pp. 147-156

Wahyuni, Dwi, 2011, Hotel di Surabaya Kian ketat bersaing, http://m.bisnis.com/articles/hotel-di-surabaya-kian-ketat-bersaing Tjiptono, Fandy, 2004, Manajemen Jasa, Yogyakarta: ANDI

Zain, Osman M., 2011, Inquisitions Into The Complain and The Non Complain Customers: The Malaysian Customers’ Insight. International Journal of Business and Social Science Vol. 2 No. 15; August 2011 88

Accor, 2012, http://www.travelchinaguide.com/hotel/international-group/accor.htm
Published
2013-03-01
How to Cite
RUSLAN, Chandra. STUDI DESKRIPTIF PERILAKU KOMPLAIN DAN MOTIF KOMPLAIN PELANGGAN RESTORAN DI HOTEL X SURABAYA. CALYPTRA, [S.l.], v. 2, n. 1, p. Hal. 1 - 10, mar. 2013. ISSN 2302-8203. Available at: <http://journal.ubaya.ac.id/index.php/jimus/article/view/345>. Date accessed: 20 sep. 2017.