Analisis Perilaku Pengaduan Konsumen Melalui Yayasan Lembaga Konsumen Indonesia (YLKI) dan Harian Kompas Tahun 2007
ANALISIS PERILAKU PENGADUAN KONSUMEN MELALUI
YAYASAN LEMBAGA KONSUMEN INDONESIA (YLKI) DAN
HARIAN KOMPAS TAHUN 2007
HENNY ROCHANY
PROGRAM STUDI GIZI MASYARAKAT DAN SUMBERDAYA KELUARGA
FAKULTAS PERTANIAN
INSTITUT PERTANIAN BOGOR
2008
ABSTRACT
HENNY ROCHANY. The Analysis of Consumer’s Complaint Behavior
through Indonesian Consumer Organization and Kompas Daily in 2007.
Under direction of M.D. DJAMALUDIN and MEGAWATI SIMANJUNTAK.
In Indonesia, the position of the consumer is not economically benefit able,
since all depends on information given and provided by business provider. This
condition may cause consumer’s dissatisfaction in consuming product. One of the
best ways to reduce dissatisfaction is doing complaint. Consumer can complain
through the third mediator, such as consumer organization or mass media. By this,
the awareness of good or service producer is developed in order to solve problem
faced by consumer. How good the solving process done by those good or service
producer determine consumer behavior in the future. The general objective of this
research was to analyze consumer’s complaint behavior through Indonesia
Consumer Organization and Daily Kompas in 2007.
This research used descriptive design method, located in Jakarta-BogorDepok-Tangerang-Bekasi (JABODETABEK). The case report of descriptive
consumer study was used in collecting secondary data obtained by Indonesian
Consumer Organization and Kompas Information Centre which chosen by
purposive sampling. Data were collected from February to May 2008. The
samples are 54 consumers complaining about good or service to Indonesian
Consumer Organization and Kompas Daily Newspaper and then responded by the
producer. The samples were chosen purposively by interview technique, they
were direct interview in samples’ house, telephone interview, and questionnaire
delivery through post. Frequency and descriptive statistics were used to analyze
single variable. Traditional Approach Analysis was used to analyze the
satisfaction level. The consumer’s loyalty was measured by behavior approach,
while relation among variables was examined by Chi-Square Test.
The highest percentage of sample had told disappointment to their friend or
relatives. Generally, based on the respond of the company or shop, samples were
satisfied with the action, speed, and completeness in complaint handling. Almost
75% samples were still loyal after the process of complaint handling. There were
significant relation (p0,05)
antara karakteristik contoh dengan kepuasan tanggapan, tindakan, kecepatan dan
ketuntasan penanganan pengaduan. Untuk hubungan tindakan pribadi (variabel
menggunakan barang/jasa selama proses penanganan pengaduan) dengan kepuasan
tanggapan dan kecepatan penanganan pengaduan menunjukkan hubungan yang signifkan
(p0,05) antara karakteristik contoh
dengan loyalitas. Namun, pada variabel jenis kelamin terdapat hubungan yang signifikan
(p0,05) antara
loyalitas dengan kepuasan tanggapan, kecepatan dan ketuntasan penanganan pengaduan.
Namun, terdapat hubungan yang signifikan (p
YAYASAN LEMBAGA KONSUMEN INDONESIA (YLKI) DAN
HARIAN KOMPAS TAHUN 2007
HENNY ROCHANY
PROGRAM STUDI GIZI MASYARAKAT DAN SUMBERDAYA KELUARGA
FAKULTAS PERTANIAN
INSTITUT PERTANIAN BOGOR
2008
ABSTRACT
HENNY ROCHANY. The Analysis of Consumer’s Complaint Behavior
through Indonesian Consumer Organization and Kompas Daily in 2007.
Under direction of M.D. DJAMALUDIN and MEGAWATI SIMANJUNTAK.
In Indonesia, the position of the consumer is not economically benefit able,
since all depends on information given and provided by business provider. This
condition may cause consumer’s dissatisfaction in consuming product. One of the
best ways to reduce dissatisfaction is doing complaint. Consumer can complain
through the third mediator, such as consumer organization or mass media. By this,
the awareness of good or service producer is developed in order to solve problem
faced by consumer. How good the solving process done by those good or service
producer determine consumer behavior in the future. The general objective of this
research was to analyze consumer’s complaint behavior through Indonesia
Consumer Organization and Daily Kompas in 2007.
This research used descriptive design method, located in Jakarta-BogorDepok-Tangerang-Bekasi (JABODETABEK). The case report of descriptive
consumer study was used in collecting secondary data obtained by Indonesian
Consumer Organization and Kompas Information Centre which chosen by
purposive sampling. Data were collected from February to May 2008. The
samples are 54 consumers complaining about good or service to Indonesian
Consumer Organization and Kompas Daily Newspaper and then responded by the
producer. The samples were chosen purposively by interview technique, they
were direct interview in samples’ house, telephone interview, and questionnaire
delivery through post. Frequency and descriptive statistics were used to analyze
single variable. Traditional Approach Analysis was used to analyze the
satisfaction level. The consumer’s loyalty was measured by behavior approach,
while relation among variables was examined by Chi-Square Test.
The highest percentage of sample had told disappointment to their friend or
relatives. Generally, based on the respond of the company or shop, samples were
satisfied with the action, speed, and completeness in complaint handling. Almost
75% samples were still loyal after the process of complaint handling. There were
significant relation (p0,05)
antara karakteristik contoh dengan kepuasan tanggapan, tindakan, kecepatan dan
ketuntasan penanganan pengaduan. Untuk hubungan tindakan pribadi (variabel
menggunakan barang/jasa selama proses penanganan pengaduan) dengan kepuasan
tanggapan dan kecepatan penanganan pengaduan menunjukkan hubungan yang signifkan
(p0,05) antara karakteristik contoh
dengan loyalitas. Namun, pada variabel jenis kelamin terdapat hubungan yang signifikan
(p0,05) antara
loyalitas dengan kepuasan tanggapan, kecepatan dan ketuntasan penanganan pengaduan.
Namun, terdapat hubungan yang signifikan (p