Analisis Hubungan Service Recovery terhadap Complaining Behavior dan Dampaknya terhadap Brand Switching

Authors

  • Dian Tauriana Bina Nusantara University
  • Christine Christine Bina Nusantara University

DOI:

https://doi.org/10.21512/bbr.v2i1.1116

Keywords:

service recovery, complaining behaviour, brand switching

Abstract

PT Bank OCBC NISP Tbk officially became a commercial bank in 1967, foreign exchange bank in 1990, and listed as a public company in Indonesia Stock Exchange in 1994. The purpose of this research is to identify the correlation and variables influences of service recovery, complaining behaviour, and brand switching; and also to give suggestion of extensive complaint handling so the customers of PT Bank OCBC NISP Tbk are more loyal. The analysis method is SPSS 16.00 program, simple correlation, and path analysis. Data collecting technique is questionnaire, as the amount of respondents (customers) are 100. The result of this research is there is relation and influences among service recovery, complaining behaviour, and brand switching variables. 

Dimensions

Plum Analytics

Author Biographies

Dian Tauriana, Bina Nusantara University

Management Department 

Christine Christine, Bina Nusantara University

Jurusan Manajemen 

References

Abaca, F. V., Mendez, J. R., Rindfleish, J., Pearson, D., & Epworth, R. (2005). Assessing the antecedents of service recovery evaluation and their impact on repurchase behavior. Working Paper Series (WPS) No. 6.

Artikel Manajemen. (2008). Perilaku Keluhan Konsumen Part 1. Diakses dari http://artikel-manajemen.blogspot.com/2008/08/perilaku-keluhan-konsumen-part-1.html

Hendroyono, A. (N.D.). Mutu pelayanan kesehatan & service recovery. Diunduh dari http://www.lrckesehatan.net/upload/mutu%20pelayanan.pdf

Junaidi, S., & Dharmmesta, B. S. (2002). Pengaruh ketidakpuasan konsumen, karakteristik kategori produk, dan kebutuhan mencari variasi terhadap keputusan perpindahan merek. Jurnal Ekonomi dan Bisnis Indonesia. Vol 17. No.1 hal 91-102.

Kau, A. K., & Loh, E. W. Y. (2006). The effects of service recovery on consumer satisfaction: a comparison between complaints and non-complaints. Singapore: National University of Singapore.

Leland, K., & Bailey, K. (2008). Customer service in an instant: 60 ways to win customers and keep them coming back (in an instant). Franklin Lakes, New Jersey: Career Press.

Lovelock, C. H., & Wirtz, J. (2007). Service marketing people, technology, strategy (6th ed.). New Jersey: Pearson Prentice Hall.

Lewis, B. R., & Spyrakopoulos, S. (2001). Service failure and recovery in retail bank: the customer’s perspective. International Journal of Bank Marketing, Vol. 19 hal 34-47.

Peter, J. P., & Olson, J. C. (2000). Consumer behavior and marketing strategy . New York: Mc-Graw Hill.

Sarwono, J. (2007). Analisis jalur untuk riset bisnis dengan SPSS. Yogyakarta: ANDI.

Shi, Y. Z., Cheung, K. M., & Prendergast, G. (2005). Behaviroual response to sales promotion tools: A Hong Kong study. International Journal of Advertising. Vol. 24, Iss. 4.

Umar, H. (2003). Metode riset bisnis. Jakarta: Gramedia Pustaka Utama.

Varki, S., & Ashley, C. (2009) Loyalty and its influence on complaining behavior and service recovery satisfaction. Jurnal of Marketing , p21.

Downloads

Published

2011-05-30
Abstract 420  .
PDF downloaded 777  .