Hubungan Karakteristik Demografi Dengan Perilaku Keluhan Konsumen

Abstract

This study about the relationship of demographic characteristics to the behavior of the consumer complaints on services workshop in Denpasar. Respondents of this study is that consumers are ever disappointed overhaul services amounted to 160 people. The data analysis technique used is descriptive analysis, chi-square and contingency coefficient. The results found that income, education level, and age has a positive and significant relationship with the consumer complaint behavior where higher incomes, higher education levels, and young age tend to complain, whereas gender has a positive and significant relationship. Suggestions for workshop in Denpasar is to provide a channel to ease complaints. This will have an impact on long-term relationships with consumers.

Keywords: demographic characteristics, consumer complaint behaviour