基于族群和世代的印尼消费者投诉行为

IF 1.1 Q4 BUSINESS

Gadjah Mada international journal of business Pub Date : 2024-05-02 DOI:10.22146/gamaijb.71143

Megawati Simanjuntak, Ilfia Shahirah

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引用次数: 0

摘要

投诉行为是消费者在使用商品或服务后对不满的一种反应。本研究旨在探讨印尼的民族和世代对消费者投诉行为的影响。使用的变量包括投诉行为、种族和世代。研究采用描述性分析、单因素方差分析和多元线性回归等方法收集并分析了 2100 项数据。研究结果表明，印尼消费者在对卖家失望时很少投诉。与其他消费群体相比，Y 世代和布吉人的投诉频率更高。此外，研究结果表明，不同种族和不同世代的消费者在投诉行为上存在显著差异。这项研究还显示，投诉行为受到种族和婴儿潮一代的显著影响。

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Indonesian Consumer Complaint Behavior Based on Ethnic Groups and Generations

Complaint behavior is a response to consumer dissatisfaction after using goods or services. This study aimed to examine the effect of ethnicity and people’s generations on consumer complaint behavior in Indonesia. The variables used were complaint behavior, ethnicity, and generations. The study collected and analyzed 2,100 items of data using descriptive analysis, one-way ANOVA, and multiple linear regression. The findings showed that consumers in Indonesia rarely complain when disappointed with sellers. Generation Y and the Buginese complained more often than other consumer groups. Furthermore, the results showed significant differences in complaint behavior, based on ethnicity and generation. This study also revealed that complaint behavior was significantly influenced by ethnicity and the baby boomer generation.

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来源期刊

Gadjah Mada international journal of business BUSINESS-

CiteScore

2.00

自引率

14.30%

发文量

审稿时长

40 weeks

期刊介绍： An objective of the Gadjah Mada International Journal of Business (GamaIJB) is to promote the wide dissemination of the results of systematic scholarly inquiries into the broad field of business research. The GamaIJB is intended to be the journal for publishing articles reporting the results of research on business. The GamaIJB invites manuscripts in the areas: Marketing Management, Finance Management, Strategic Management, Operation Management, Human Resource Management, E-business, Knowledge Management, Management Accounting, Management Control System, Management Information System, International Business, Business Economics, Business Ethics and Sustainable, and Entrepreneurship.