ANALISA PENGARUH MOTIVASI KOMPLAIN KONSUMEN DAN PERILAKU KOMPLAIN KONSUMEN TERHADAP EXPECTATION OF SERVICE RECOVERY HOTEL BINTANG 4 SURABAYA

Jessica Christyna, Aprillia Gunawan, Adriana Aprilia

Abstract


Tujuan dilakukannya penelitian ini adalah untuk mengetahui pengaruh motivasi komplain konsumen dan perilaku komplain konsumen terhadap expectation of service recovery hotel bintang 4 Surabaya. Data yang digunakan dalam penelitian ini diperoleh dari pengisian kuesioner oleh 114 konsumen Warga Negara Indonesia yang pernah menginap dan pernah melakukan komplain di hotel bintang 4 Surabaya. Dengan menggunakan metode analisa Partial Least Square, hasil penelitian menunjukkan bahwa motivasi komplain konsumen berpengaruh positif dan signifikan terhadap perilaku komplain konsumen, dan perilaku komplain konsumen berpengaruh positif dan signifikan terhadap expectation of service recovery. 


Keywords


Motivasi Komplain, Perilaku Komplain, Expectation of Service Recovery.

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