Pengaruh Attitude Toward Complaining, Perceived Value Of Complaint, dan Perceived Likelihood Of Successful Complaint Pada niat Pelanggan Untuk Menyampaikan Keluhan Pada Perusahaan GMC Health Center
WIDAYANTI, DIESTY (Adv.: Sari Winahjoe Siswomihardjo, Dra., M.B.A.), Sari Winahjoe Siswomihardjo, Dra., M.B.A.
Penelitian ini bertujuan untuk menganalisis pengaruh attitude toward complaining, perceived value of complaint, dan perceived likelihood of successful complaint pada niat pelanggan untuk menyampaikan keluhan pada perusahaan GMC Health Center.
Penelitian dilakukan pada 150 mahasiswa UGM sebagai pelanggan pada GMC Health Center di D.I.Yogyakarta yang memiliki keluhan terhadap produk dan pelayanan GMC. Penelitian menggunakan pendekatan kuantitatif dengan metode survei melalui kuesioner. Metode analisis yang digunakan adalah Analisis Regresi Berganda. Hasil penelitian ini menunjukkan bahwa attitude toward complaining perceived value of complaint, dan perceived likelihood of successful complaint berpengaruh positif terhadap variabel complaint intention.
This study aims to analyze the influence of attitude toward complaining, perceived value of complaint, and perceived likelihood of successful complaint on complaint intention of GMC Health Center.
This study conducted 150 students of UGM as a customer at GMC Health Center in Yogyakarta who has a complaint against GMC products and services. The study uses a quantitative approach through a questionnaire survey method. The analytical method used is Multiple Regression Analysis. The results of this study indicate that attitude toward complaining, perceived value of complaint, and perceived likelihood of successful complaint all three give positive influence to complaint intention variable.
Kata Kunci : alienation, prior complaint experience, controllability, attitude toward complaining, perceived value of complaint, perceived likelihood of successful complaint, future complaint intention.
