FAKTOR PENYEBAB KEKECEWAAN DAN ALASAN KONSUMEN TETAP MEMPERTAHANKAN KEKECEWAAN TERHADAP PEMBELIAN REPTIL DI TOKO TURTLE WORLD SURABAYA
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Keywords:
Consumer Behavior, Consumer, Dissatisfaction, Consumer Expectation
Abstract
ABSTRACT - This study aims to know factor caused dissatisfaction and the reason consumer enduring dissatisfaction on buying reptle at Turtle World shop in Surabaya. This descriptive research using SPSS 16 program. Sampling techniques used in this research are non probability sampling with the type of purposive sampling. Data collected directly from respondents who meet the specified characteristics of the population by distributing 120 questionaires. The samples used in this study was 200 respondents.Data proceed using Mean, Standard Deviation, and Cross Tabulation. Research result shows that Turtle World consumer who stayed in Surabaya has a positive reaction of the factor caused dissatisfaction and the reason why consumer enduring dissatisfaction on Turtle World shop. The highest mean is Time Factor and the lowest mean is Consumer Expectation. .
Keywords: Consumer Behavior, Consumer, Dissatisfaction, Consumer Expectation.
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http://www.macmillandictionary.com/dictionary/british/customer-care diunduh 16 November 2014
http://www.macmillandictionary.com/dictionary/british/poor diunduh 16 November 2014
http://www.businessdictionary.com/definition/customerexpectations.html diunduh 16 November 2014
http://www.oxforddictionaries.com/definition/english/trouble diunduh 16 November 2014
http://www.businessdictionary.com/definition/firm-commitment.html diunduh 16 November 2014
http://www.businessdictionary.com/definition/warranty.html diunduh 16 November 2014
Barret, M., Davidson, E., Middleton, C. & DeGross, J.I., 2008, Information Technology in the Service Economy : Challenges and possibilities for the 21th century ,Springer Publishing Company, New York City.
Blodgett, J. G. , Wakefield, K. L., and Barnes J. H., 1995, The Effects of Customer Service on Consumer Complaining Behavior, Journal of Services Marketing, 9 (4), pp 31-42.
Fandy Tjiptono, 2005, Pemasaran Jasa, Bayumedia, Malang. Fornell, C. & Didow, N. M., 1980, Economic Constraints on Consumer Behavior. In J.C. Olson ( Ed.). Advances in Consumer Research Vol.7. pp 318-323.
Greyser, S.A., 1976, Introduction to Conference Proceeding, Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction. In: K.H. Hunt (Ed.), Proceedings of the Conference Conducted by the Marketing Science Institute with support from the National Science Foundation. Cambridge, Massachusetts: Marketing Science Institute, Massachusetts.
Griffin, Jill, 1995, Customer Loyalty: How to earn it, How to keep it, A Division Of Simon and Schukers Inc. USA.
Kotler, P., & Armstrong, G. 2005, Marketing: An introduction, Pearson Education Incorporation. New Jersey.
Kotler, P., & Keller, K., 2006, Defining marketing for the 21st century. In (Ed.), Marketing management (12 ed., pp.). Upper Saddle River,Pearson / Prentice Hall. New Jersey.
Mahaparta, S. N., 2014, An Empirical Analysis of Cause of Dissatisfaction and the Reasons Why Consumers Enduring Dissatisfaction, Serbian Journal of Management. Pp 72–85.
Malhotra K. Naresh. 1993. Marketing Research An Applied Orientation, second edition, Prentice Hall International Inc, New Jersey
Meifan, Zhu., 2010, Building Employee Motivation Mechanism for Modern Enterprises Based on Victor H·Vroom’s Expectancy Theory, Proceedings of the 7th International Conference on Innovation & Management. Pp 1.
Musanto, Trisno, 2004, Faktor-faktor Kepuasan Pelanggan dan Loyalitas Pelanggan:Studi Kasus pada CV. Media Advertising Surabaya, Jurnal Manajemen dan Kewirausahaan, Vol. 6 no. 2. pp. 123-136.
Nafisa, R. & Mosammod M. P., 2011, Fostering Employee Performance: A Literature Review. Industrial Engineering Letters Vol.1 No. 3. Pp 4.
Oliver, R. L., 1980, A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions, Journal of Marketing Research, Vol.17, No.4. pp 460-469.
Oliver, R.L. & de Sarbo, W.S., 1988, Response Determinants in Satisfaction Judgments. Journal of Consumer Research, 14(4), pp 495-507.
Schiffman, L.G. & Kanuk, L. L., 1997, Consumer behaviour (6th ed.) Upper Saddle River, Prentice-Hall. New Jersey.
Solomon, 1996, Consumer Behaviour, 3rd edn Prentice Hall Englewood Cliffs. New Jersey.
Westbrook, R.A., 1977, A Study of Consumer Dissatisfaction Before Purchase. In W.D.J. Perreault (Ed.), Advances in Consumer Research, 4th ed. (pp. 142-148). Association for Consumer research. Atlanta.
http://www.macmillandictionary.com/dictionary/british/customer-care diunduh 16 November 2014
http://www.macmillandictionary.com/dictionary/british/poor diunduh 16 November 2014
http://www.businessdictionary.com/definition/customerexpectations.html diunduh 16 November 2014
http://www.oxforddictionaries.com/definition/english/trouble diunduh 16 November 2014
http://www.businessdictionary.com/definition/firm-commitment.html diunduh 16 November 2014
http://www.businessdictionary.com/definition/warranty.html diunduh 16 November 2014
Published
2017-03-01
Section
Bidang Manajemen (M)
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