Pengaruh Pelayanan Yang Gagal Terhadap Respon Perilaku Konsumen

Pujiah, Intan Apurotul; Fatmawati, Indah

doi:10.25105/jmpj.v11i1.2408

Cited by 4 publications

(4 citation statements)

References 19 publications

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“…Pelanggan yang tidak puas dan yang tidak pernah mengeluh sangat mungkin untuk dapat berpaling menjadi pelanggan pihak pesaing [3]. Kualitas layanan jasa merupakan senjata yang ampuh bagi keunggulan perusahaan terutama perusahaan jasa [4], tetapi dapat menjadi bumerang untuk perusahaan apabila perusahaan mengabaikan kepentingan pelanggan.…”

Section: Pendahuluanunclassified

Analisis Kepuasan Nasabah Terhadap Faktor-Faktor Layanan Perbankan Menggunakan Metode Fuzzy-Servqual Pada Bca Tegal

Saputri,

Sasongko,

Linawati

2022

JFMA

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For a company engaged in banking services, the ability of BCA Tegal to provide good service for the costumers is crucial in order to survive in business competition. Improvements in service quality must be continuously pursued so that customers do not turn away from BCA Tegal. This study aims to determine the banking services that affect customer satisfaction and banking services that need to be prioritized and to be improved so that BCA Tegal's customers feel satisfied. Satisfaction is measured by looking at the factors and attributes of existing banking services at BCA Tegal. A sample of 170 respondents from BCA Tegal's customer was used. The analytical method used is Fuzzy Service Quality. The results of the analysis show that there are still several attributes and factors that need to be improved in order to provide quality services. Assurance is the most influential services for the customers satisfaction. Meanwhile, responsiveness is needed to be prioritized and to be improved.

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Section: Pendahuluanunclassified

Analisis Kepuasan Nasabah Terhadap Faktor-Faktor Layanan Perbankan Menggunakan Metode Fuzzy-Servqual Pada Bca Tegal

Saputri,

Sasongko,

Linawati

2022

JFMA

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“…Service failure is when the service provided is not in accordance with consumer expectations (Chou, et al, 2009;in Pujiah and Fatmawati, 2018).…”

Section: Service Failurementioning

confidence: 99%

“…When making decisions, consumers anticipate regret and try to avoid it, and when receiving negative results consumers often experience regret. According to Pujiah and Fatmawati (2018), the experience of regret shows that there are actually other better alternatives.…”

Section: Regretmentioning

confidence: 99%

THE EFFECT OF SERVICE FAILURE, RECOVERY EFFORTS, & REGRET ON SWITCHING INTENTION TO AXA MANDIRI LIFE ASSURANCE CUSTOMERS IN SURABAYA

Salakay¹,

Wellyantony²

2021

IJSMR

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This study aims to analyze the effect of service failure and recovery efforts on switching intention mediated by regret on AXA Mandiri life insurance customers in Surabaya. The sampling technique used is non-probability with purposive sampling. The sample currently used is 150 respondents. The requirements of the respondents in this study are at least 18 years old, domiciled in Surabaya, are customers of AXA Mandiri insurance, and have experienced service failure. The data analysis technique used is SEM with the LISREL program.The results of this study indicate that service failure has a positive and significant effect on regret, but has a negative and insignificant effect on switching intention. Recovery efforts have a negative and insignificant effect on regret and negative and insignificant effect on switching intention. Service failure has a positive and significant effect on switching intention through regret, while recovery efforts has a negative and insignificant effect on switching intention through regret and positive and significant effect on switching intention.Suggestions from researchers for AXA Mandiri Surabaya insurance is that companies need to develop strategies to prevent service failures and apply appropriate and effective recovery efforts so that they can reduce regrets that result in switching intention.

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“…Hasil penelitian ini menunjukkan bahwa sebanyak 93% responden menyetakan setuju dan sangat setuju, bahwa pembelian makanan instan secara online memiliki risiko adanya ketidaksesuaian jadwal pengiriman. Ketidaksesuaian jadwal pengiriman dianggap pelayanan yang gagal karena tidak sesuai dengan yang diharapkan (Pujiah & Fatmawati, 2018). Hal tersebut tentunya akan berpengaruh terhadap kondisi emosi konsumen dan akan meningkatkan persepsi risiko yang dirasakan konsumen.…”

Section: Persepsi Responden Terhadap Risiko Estimasi Pengiriman Produkunclassified

Hubungan Persepsi Risiko Dengan Keputusan Pembelian Online Makanan Instan Pada Masa Pandemi Covid 19

Sahira,

Fauziyah

2021

agriscience

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Pembelian makanan instan secara online meningkat pada masa pandemi Corana Virus (Covid) 19. Transaksi secara online memiliki banyak risiko. Persepsi risiko konsumen dapat mempengaruhi keputusan pembeliannya. Penelitian ini bertujuan untuk mendeskripsikan persepsi risiko pembelian online pada makanan instan dan menganalisis hubungan antara persepsi risiko dengan keputusan pembeliannya. Metode yang digunakan adalah metode diskriptif dan uji korelasi Kendall’s tau-b, dengan jumlah responden sebanyak 100 orang. Hasil penelitian menjelaskan bahwa sebagian besar responden mempersepsikan pembelian makanan instan online memiliki risiko fungsional, fisik, waktu, dan sosial. Selanjutnya terdapat hubungan yang sangat lemah antara persepsi risiko konsumen dengan keputusan pembelian makanan instan secara online. Kata kunci: Persepsi Risiko, Keputusan Pembelian Online, Makanan Instan

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Pengaruh Pelayanan Yang Gagal Terhadap Respon Perilaku Konsumen

Abstract: The study aims to analyze the influence of service failure, disappointment, regret, dissatisfaction

Cited by 4 publications

References 19 publications

Analisis Kepuasan Nasabah Terhadap Faktor-Faktor Layanan Perbankan Menggunakan Metode Fuzzy-Servqual Pada Bca Tegal

Analisis Kepuasan Nasabah Terhadap Faktor-Faktor Layanan Perbankan Menggunakan Metode Fuzzy-Servqual Pada Bca Tegal

THE EFFECT OF SERVICE FAILURE, RECOVERY EFFORTS, & REGRET ON SWITCHING INTENTION TO AXA MANDIRI LIFE ASSURANCE CUSTOMERS IN SURABAYA

Hubungan Persepsi Risiko Dengan Keputusan Pembelian Online Makanan Instan Pada Masa Pandemi Covid 19

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