ANALISIS PERILAKU KOMPLAIN KONSUMEN PADA KOLOM "REDAKSI YTH" SURAT KABAR KOMPAS PERIODE 1-31 MARET 2004

Siti Rahayu(1*),

(1) Universitas Surabaya Indonesia
(*) Corresponding Author

Abstract


Every consumers that have problems need a solution, so companies should deliver a valuable product and minimize the problems. Some companies did not realize the importance of customer complain handling to deliver customer satisfaction. This study attemp to describe one of the customer complain "form" which is newspaper public complain to third party. This form of complain has a lot of information for companies, although not all of company notice. This study also shown that consumer complain is the result of accumulative disappointment to the product/company that has not been resolve.


Keywords


Customer satisfaction, Customer dissatisfaction, Customer complain, Complaining behavior

Full Text:

PDF


DOI: https://doi.org/10.24123/jmb.v3i2.80

Article Metrics

Abstract view : 0 times
PDF - 0 times

Refbacks

  • There are currently no refbacks.


Bookmark and Share


Copyright (c) 2016 Journal of Management and Business



Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License. ISSN: 1412-3789. e-ISSN: 2477-1783.

Google Scholar Google ScholarGARUDA - Garba Rujukan Digital
 mabis statistics