Paper Title :Determinants Affecting Customer’s Complaint Intention (A Case Study on The State Electricity Company)
Author :Lilik Noor Yuliati, Yunia Rahmawati, Rizky Syilvia Suistika
Article Citation :Lilik Noor Yuliati ,Yunia Rahmawati ,Rizky Syilvia Suistika ,
(2016 ) " Determinants Affecting Customer’s Complaint Intention (A Case Study on The State Electricity Company) " ,
International Journal of Management and Applied Science (IJMAS) ,
pp. 98-103,
Volume-2,Issue-12
Abstract : This research aims at analyzing four main variables influencing complaint intention. Quantitative method is
employed to collect data of the variables of information access, subjective and objective knowledge, and dissatisfaction
experience and complaint intention. This research employs cross sectional study involving 120 households gained in
systematically random sampling technique in Ciparigi Village, North Bogor District, Bogor City. The respondents in this
research are the consumers in the households who make decision to complain. Research result shows that the more they get
information about complaint and about the rights and obligations of consumers, and the higher subjective and objective
knowledge they get, the more complaint they will make. The complaint intention is significantly influenced by information
access they get about complaint, and the motivation to complaint, while the dissatisfaction experience does not necessarily
influence the complaint intention.
Index terms- complaint intention, experience of dissatisfaction, information access, motivation, objective and subjective
knowledge
Type : Research paper
Published : Volume-2,Issue-12
DOIONLINE NO - IJMAS-IRAJ-DOIONLINE-6522
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Copyright: © Institute of Research and Journals
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Published on 2017-01-20 |
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