Hidayah, Anis (2011) DAMPAK KETIDAKPUASAN KONSUMEN PADA SIKAP KONSUMEN BERDASARKAN KARAKTERISTIK DEMOGRAFI DAN DIMENSI KUALITAS JASA (Studi Kasus Pada Pengguna Jasa Layanan Operator Telekomunikasi Seluler di Yogyakarta). Skripsi thesis, Universitas Mercu Buana Yogyakarta.
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Abstract
Purpose – The purpose of this paper is to test the effect of dissatisfaction consumers that
influence on negative customer behavior, affected by demography and service quality
dimention.
Design/methodology/approach – An 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 that dissatisfaction customer have significant effect to negative
customer behavior
| Dosen Pembimbing: | Saputra, Asep Rokhayadi Permana |
|---|---|
| Item Type: | Thesis (Skripsi) |
| Subjects: | H Social Sciences > HB Economic Theory |
| Divisions: | Fakultas Ekonomi > Program Studi Manajemen |
| Depositing User: | Perpustakaan UMBY |
| Date Deposited: | 04 Nov 2024 07:15 |
| Last Modified: | 04 Nov 2024 07:15 |
| URI: | https://eprints.mercubuana-yogya.ac.id/id/eprint/20321 |
