Jurnal Perilaku dan Strategi Bisnis
Vol 6, No 1: Februari 2018

Dampak ketidakpuasan konsumen pada sikap konsumen berdasarkan dimensi kualitas jasa dan perbedaan karakteristik demografi

Hidayah, Anis (Unknown)
Sumiyarsih, Sumiyarsih (Unknown)

Article Info

Publish Date
09 Apr 2018


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, AnĀ  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.

Copyrights © 2018

Journal Info





Economics, Econometrics & Finance


Jurnal Perilaku dan Strategi Bisnis (JPSB) is a journal created to bridge researchers, management observers from various circles, lecturers, business people, and researchers. This journal is expected to be a driving force for increasing science, especially in the field of management. ...