RINGKASAN
LAPORAN PENELITIAN
DOSEN MUDA
ANALISIS PERBEDAAN ETNIS JAWA - CINA (TIONGHOA) DALAMCOMPLAINT CONSUMER BEHAVIOR AND INTENTIONS
TERHADAP JASA PELAYANAN RUMAH SAKIT DI SURAKARTA
Oleh:
Dra. Chuzaimah, MM Drs. Moech. Nasir, MM
DIBIAYAI PROYEK PENGKAJIAN DAN PENELITIAN ILMU PENGETAHUAN TERAPAN DENGAN SURAT PERJANJIAN PELAKSANAAN PENELITIAN NOMOR: 019/O06.2/PP/KT/2009
DIREKTORAT PEMBINAAN PENELITIAN DAN PENGABDIAN PADA MASYARAKAT DIREKTORAT JENDERAL PENDIDIKAN TINGGI
DEPARTEMEN PENDIDIKAN NASIONAL
FAKULTAS EKONOMI
SUMMARY
LAPORAN PENELITIAN
DOSEN MUDA
ANALISIS PERBEDAAN ETNIS JAWA - CINA (TIONGHOA) DALAMCOMPLAINT CONSUMER BEHAVIOR AND INTENTIONS
TERHADAP JASA PELAYANAN RUMAH SAKIT DI SURAKARTA
Oleh:
Dra. Chuzaimah, MM Drs. Moech. Nasir, MM
DIBIAYAI PROYEK PENGKAJIAN DAN PENELITIAN ILMU PENGETAHUAN TERAPAN DENGAN SURAT PERJANJIAN PELAKSANAAN PENELITIAN NOMOR: 019/O06.2/PP/KT/2009
DIREKTORAT PEMBINAAN PENELITIAN DAN PENGABDIAN PADA MASYARAKAT DIREKTORAT JENDERAL PENDIDIKAN TINGGI
DEPARTEMEN PENDIDIKAN NASIONAL
FAKULTAS EKONOMI
RINGKASAN
complaint consuemr behavior and intentions ( ) consumer behavior and intentions
w
, complaint consumer behavior and
intentions
pakah terdapat peredaan yang
signifikan jenis Complaint Consumer Behavior dan antara etnis Cina (Tionghoa) dengan etnis Jaa rdasarkan voice response?, apakah terdapat per daan yang
signifikan jenis Complaint Consumer Behavior antara etnis Cina (Tionghoa) dengan etnis Jaa rdasarkanprivate response?, apakah terdapat per daan yang
signifikan jenis Complaint Consumer Behavior antara etnis Cina (Tionghoa) dengan etnis Jaa rdasarkan third party response?, apakah terdapat per daan
yang signifikan jenis Complaint Consumer Intentions antara etnis Cina (Tionghoa) dengan etnis Jaa rdasarkan meyuarakan keluhan?, apakah terdapat
per daan yang signifikan jenisComplaint Consumer Intentionsantara etnis Cina (Tionghoa) dengan etnis Jaa rdasarkan menuntut ganti rugi?, apakah terdapat
per daan yang signifikan jenisComplaint Consumer Intentionsantara etnis Cina (Tionghoa) dengan etnis Jaa rdasarkan mengam!l tindakan?, dan apakah
terdapat per daan yang signifikan jenis Complaint Consumer Intentions antara etnis Cina (Tionghoa) dengan etnis Jaa rdasarkan pada tindakan hukum?
Populasi dalam penelitian ini adalah mencakup seluruh konsumen pengguna layanan rumah sakit yang pernah mengalami complaint di surakarta. Sampel dalam penelitian ini sarnya mengacu pada pendapat ukuran sampel le!h sar dari 30 dan kurang dari 500 sudah mencukupi untuk penelitian.
Dengan pertim"ngan ketentuan di atas dan untuk menunjang penelitian maka
sampel yang digunakan adalah 100 responden. Sedangkan Metodesampling yang digunakan adalahconvinience sampling.
Tujuan Penelitian ini adalah untuk mengetahui per daan jenis Complaint Consumer Behavior (voice response, private response, third party response)
antara etnis Cina (Tionghoa) dengan etnis Jaa. Dan untuk mengetahui per daan
dalam Complaint Consumer Intentions antar etnis Cina (Tionghoa) dengan etnis Jaa.
#
w,
%&'() *+,( - ( .+ *&/+*& 0+1 . %+ %2 - &%+) 3&3'2+- 1 0+ 4 &%+5 '+) 6 + -+ 17+ 3 &3 7 &,)+ -(/+ 1 '2*+0+ -&1-+1. 7+5+ , 0+1. 3 & , &/+ 4+% + 1/+ 18 ,23 +) 5 + / (- 0+ 1. -(*+/ 3 &,&19+ 1+/ + 1 9+,+ 0+ 1. &: &/ -( : -&1-+ 1. )2 '2 1.+ 1 * &1.+ 1 complaint
consumer behavior 0+ 1. * (2 1./ +7/+1 3&%+ %2 ( voice responses +/+1 3 & ,2.(/ + 1 7 &142+ %+ 189 &7+ -+-+2% +3'+ -;
<&10+ -+ + 1 7&.+ 1.+ 1 0+1. 5+3+ 2 1-2/ 5(/+7 /&%2)+ 1 / =15 23&1 0+ 1. * (&/5 7 ,&5(/+1 3&%+ %2 ( private response58 '+ .+ (3+ 1+72 1 42 .+, 5 &7 & ,-( 0+1. * (-2 142//+ 1*+ %+3,(5&- (1(, -+ 1-+ 1.+ 17 +*+7 =/ =/1 0+ % &'()'&5 +,* (7 +5+ , * &1.+1 0+ 1 .* (10+ -+/+ 1'2*+0+&-1(5>+w+ ;>2.+4(/+7 &%+1..+1* + %+352+ -2 '2*+ 0+&- 1(5 >+w+ - (*+/ 3 &1 02+,+/+1 complaint / &7+*+ ,23+) 5 +/ (-, )+ % (1( -(*+/ '&,+ ,-( '+) 6+ 3& ,&/ + -(*+/ 3 & 1.&/57,&5(/+ 1 * ( ,( 3&,&/+ 5 &1* ( ,( ; >(/+ 3&,&/ + 3&,+5 + -(*+/ 72+5 8 3 &,&/+ 32 1./ ( 1 -2 ,2 - 5 &,-+ *+% +3 private responses (3 &1( 1..+%/ + 1 + -+2/ =3 2 1(/+5(1&.+ -( : 0+1./ &%2+ , *+,(3 2 %2 - 3 &,&/+) *+ 1 3 &1*+ - + 1./+1 third
party response5;
<&* (+3 + 1 3&,&/ + 5&9 + ,+ 5&* & ,)+ 1+ 32 1./ ( 1 3&,&:%&/5 (/+ 1 / & &1 ..+ 1+ 1 3 &,&/+2 1-2/3&1.&/5 7 ,&5(/+ 1&3=5(1&.+ - (:, 5&7&,- ( 3 &1.&%2)/+ 18/&/ &%=37 =/ %2+ ,; ?+7 ( )+ % ( 1( 4&%+5 *+ ,( 5-2* ( '+) 6+ 3&,&/+ 3 &%+/2/+ 1 &/5 7 ,&5 ( 3 &,&/+ 3 &%+ %2 (5+ %2 ,+ 10+ 1.%+ (1, 5&7 &,- (* &1.+ 1/&% =37 =/*+ %+3;
<+ -+/2 19 (
By understanding unsatisfaction and also its effect research to complaint behavior have come to critical factor for company of penetrating strategy pursuer business market. Which sale more tend to to customer existence becoming key in getting profit.
Research complaint consumer behavior hitherto braid especial west nations in its orientation. Question mentioned as extension from company of west nations which can lean the its self inventions so that get of best of the market. This research pursuant at empiric investigation designed to compare the complaint consuemr behavior and intentions in a culture at ethnical of Chinese ( Tionghoa) by consumer is behavior and intentions at ethnical of Java. This Research is indication that though cutomer in different culture, but own the complaint consumer behavior and intentions which is much the same to because efficacy process assimilation in this state.
Problems of this research are what there are difference which signifikan of type of Complaint Consumer Behavior between ethnical of Chinese ( Tionghoa ) and ethnical of Java pursuant to voice response?, what there are difference which signifikan of type of Complaint Consumer Behavior between ethnical of Chinese ( Tionghoa) and ethnical of Java pursuant to private response?, what there are difference which signifikan of type of Complaint Consumer Behavior between ethnical of Chinese ( Tionghoa) and ethnical of Java pursuant to third party response?, what there are difference which signifikan of type of Complaint Consumer Intentions between ethnical of Chinese ( Tionghoa) ethnical of Java pursuant to talk sigh?, what there are difference which signifikan of type of Complaint Consumer Intentions between ethnical of Chinese ( Tionghoa) and ethnical of Java pursuant to claiming indemnation?, what there are difference which signifikan of type of Complaint Consumer Intentions between ethnical of Chinese ( Tionghoa) ethnical of Java pursuant to bringing an action against?, and what there are difference which signifikan of type of Complaint Consumer Intentions between ethnical of Chinese ( Tionghoa) and ethnical of Java pursuant to law action?
Population in this research are all consumer of hospital service which have experienced of complaint in Surakarta. Sampel in this research relate at opinion of size measure of sampel bigger than 30 and less than 500 have answered the demand for the research . With the above rule consideration and to support the research hence sampel used 100 responder. While sampling Method used convinience sampling.
The result of this researh is Ethnical culture of Java, non a passive culture. attitude of related Complaint consumer research and conducted more than three decade ago have made clear it that regardless of culture about market which they run the, hospital which do not plan the way of effective about relation by complaint consumer behavior which is laid open by voice responses will harm the sale, sooner or later
Same Hold fact for the attitude of consumer sigh expressed by private responses, any way, such as those which shown in researching into this, bigger challenge in the first place in market with expressed by a ethnical culture of Java. Also cutomer in an ethnical culture of Java do not voice the complaint to hospital, this matter did not mean that they do not express themselves. If them dissatisfy, they possible have a share in private responses (leaving or negative communications ) and conducive to the third party responses
Their residency simply possible their merefleksikan disinclination to express the negative emotion, like griping, to external group. But this matter is clear the than study that they do their expression through other channel, like with the inner group.
