Surpiko Hapsoro, Darpito (2011) Analisis Pengaruh Penyesalan, Nilai Komplain, dan Kepuasan terhadap Niat Pembelian Ulang dengan Niat Menyampaikan Komplain sebagai Intervening Variabel. Other thesis, UPN "Veteran" Yogyakarta.
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Abstract
The purpose of this research is to analyze costumer’s complaint behavior that depends on
value towards complain proposed, satisfaction, regret, complaint intention and customer’s
repeat purchase of Prudential Insurance in Yogyakarta as well as to provide basic conceptual
to include the variables as central concepts in model that proposed. Potential advantage from
complaint behavior includes fund return, exchange, and apologizing. While fee includes time
and energy to propose complain Singh, 1989 as noted by Kim et al (2003). According to
Tsiros and Mittal (2000) regret and satisfaction affect in intention to complain. From both of
research, the researcher endeavors to include the intention to complain directly affects
repeated purchase. Testing in this research applies SEM. Of 200 questionnaires spread return
and feasible to analyze sum of 120 questionnaires obtained by direct distribution to clients
and not through insurance agents. Analysis result illustrates that all exogen variables affect
positively significant towards endogen variables except satisfaction influence towards
insignificant complaint intention and complaint value influence towards repeat purchase is
statistically negatively significant. This can be concluded that (1) if customers feel satisfied to
service given, they will not complain and they will repeat purchase (2) if complaint intention
is responded quickly and responsively by service provider, so that the customers will repeat
purchase (3) if advantage gap and complain fee is higher, it will decrease costumer’s
purchase. Keywords: Complaint Intention, Regret, Satisfaction, Complaint Value, and Repeat
Purchase
Item Type: | Thesis (Other) |
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Subjek: | H Social Sciences > H Social Sciences (General) |
Divisions: | x. Faculty of Law, Arts and Social Sciences > School of Management |
Depositing User: | wikan agung |
Date Deposited: | 14 Sep 2016 07:48 |
Last Modified: | 14 Sep 2016 07:48 |
URI: | http://eprints.upnyk.ac.id/id/eprint/210 |
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