Pengaruh generalized personal antecedent pada attitude toward complaining konsumen ITC Kuningan dan MT. Haryono Jakarta

SANDI, Ananta Wahana, Basu Swastha Dharmmesta, Prof., Dr., MBA

2009 | Tesis | S2 Magister Manajemen

Pene litian ini bertujuan untuk mengetahui dan menganalisis pengaruh generalized personal antecedents pada attitude toward complaining. Dalam penelitian ini terdapat beberapa dimensi dari generalized personal antecedents yang tcrdiri dari alienation, controllability, assertiveness dan self confident. Masingmasing dimensi diuji pengaruhnya pada attitude toward complaining satu persatu dan secara bersamaan. Data cliperoleh dari alat bantu kuesioner dan responden yang diambil adalah konsumen yang baru saja selesai berbelanja eli Carrefour ITC Kuningan dan MT Haryono Jakarta sebanyak 300 sampel. Metode analisis data yang digunakan adalah construct validity, internal consistency reliability, dan multiple regression dengan program SPSS. l 7.0. Berdasarkan hasil dari penelitian ini didapatkan generalized personal antecedents (alienation, controllability, assertiveness, self confident yang diuji secara bersama-sama) memiliki pengaruh pada attitude toward complaining. Tetapi apabila cl iuji satu persatu tidak semua dimensi dari generalized personal antecedents memiliki pengaruh pada attitude toward complaining, dimana self confident tidak memiliki pengaruh pada al/itude toward complaining. Sedangkan alienation memiliki pengaruh yang paling besar pada allilude toward complaining dibandingkan dengan climcnsi lainnya. Untuk penelitian selanjutnya sebaiknya menggunkan lebih banyak lagi dimensi dari generalized personal antecedents, seperti locus of control dan self monitoring. Serta pcnentuan objek penelitian bukan hanya pada convenience store saja tetapi ditempattcmpat lain seperti on line shaping, discount store, non traditional strore. Selain itu peneltian ini sebaiknya tidak hanya dari kuantitatif tetapi juga dari sisi kualitatif scperti macam-macam complaint responden dari segi demografi, sub culture. Selain itu dalam menentukan responden sebaiknya tidak dibatasi oleh responden yang sudah pernah melakukan complaint saja tetapi juga menggunakan responden yang belum melakukan complaint. Kata Kunci: generalized personal antecedents, attitude toward complaining, alienation, controllability, assertiveness and self confident.

This research has an objective to observe and analyze the influences of generalized personal antecedents on attitude toward complaining. In this research there are dimension on generalized personal antecedents which consist of alienation, controllability, assertiveness, and self confident. Each dimension was observed in order to find the influence on attitude toward complaining one by one and all of them in the same time. Questionnaire used for collecting data, and respondent on this research are customer which previously shopping in Carrefour ITC Kuningan dan MT Haryono, with 300 sample respondents. The analysis method was using construct val idity, internal consistency reliability, and multiple regressions using SPSS 17.0 program. Base from this research generalized personal antecedents (alienation, controllability, assertiveness, self confident observed in the same time) have an influence on attitude toward complain ing. But not all the dimension from generalized personal antecedents has an influence on attitude toward complaining when the dimension observed one by one. Self confident not have an influence on attitude toward complaining and from this research alienation that have highest influence on attitude toward complaining than the other dimensions from generalized personal antecedents. For further study this research suggested to have more dimensions from generalized personal antecedents such as self monitoring and locus of control. And for future research need examine not only in the convenience store but also in the on line shopping, traditional store and discount store. Finally this study suggested not only base on quantitative research but also base on qualitative research. Key words: generalized personal antecedents, attitude toward complaining, al ienation. controllabi lity, assertiveness and self confident.

Kata Kunci : Generalized personal antecedent,Attitude toward complaining,Alienation,Controllability,Assertiveness and self confident