PENGARUH PENINGKATAN JUMLAH KEPEMILIKAN KENDARAAN BERMOTOR TERHADAP KUALITAS LAYANAN SAMSAT
Keywords:
fasilitas layanan, Consumer Complaint Bahviour, Customer Relationship Management, kendaraan bermotorAbstract
Kualitas layanan SAMSAT ditentukan oleh penyedia layanan yang harus dilayani dengan baik, karena pelayanan publik merupakan penyedia layanan kepada masyarakat. Oleh karena itu, peningkatan fasilitas layanan SAMSAT bagi masyarakat pemilik kendaraan bermotor menjadi tujuan utama dalam penelitia ini, sedangkan target khusus adalah mengetahui dan mengkaji mengapa melakukan komplain, cara melakukan komplain dan alternatif melakukan komplain bagi pemilik kendaraan bermotor.
Penelitian ini merupakan eksploratory research, dengan menggunakan pendekatan kualitatif. Pendekatan kualitatif dilakukan untuk mengetahui dan menganalisis mengapa pemilik kendaraan bermotor melakukan komplain, bagaimana pemilik kendaraan bermotor melakukan komplain dan bagaimana pemilik kendaraan bermotor melakukan alternatf komplain.
Proses penelitian dilakukan secara terstruktur dan menggunakan sampel dalam jumlah yang kecil. Wawancara dilakukan open ended agar diperoleh informasi yang lengkap dari para partispan.
References
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Armistead, C.G., G. Clark and P. Stanley, 1995. Managing Service Recovery, Cranfield: Cranfield School of Management.
Buttle, Francis, 2004. Customer Relationship Management (Concept and Tools), Burlington: Elsevier Butterworth-Heinemann.
Crie, Dominique, 2003. Consumers' Complaint Behaviour. Taxonomy, Typology and Determinants: Towards a Unified Ontology, Database Marketing & Customer Strategy Management, Vol. 11 (1), 60-79.
Carson, David, Audrey Gilmore, Chad Perry and Kjell Gronhaug, 2001. Qualitative Marketing Research, London: Sage Publications Ltd.
Day, Ralph L., 1980. Research Perspectives on Consumer Complaining Behavior, dalam C.W. Lamb and P.M. Dunne (ed.), Theoretical Developments in Marketing. Chicago: American Marketing Association, 211-215.
Daymon, Christine and Immy Holloway, 2002. Qualitative Research Methods in Public Relations and Marketing Communications, London: Routledge.
Fornell, C. and B. Wernerfelt, 2007. Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis, Journal of Marketing Research, Vol. 24 (4), 337-346.
Gruber, Thorsten, 2004. The Complaint Management Process, The Privacy Marketing Review, www.reppel.co.uk.
Hansen, Scott William, 1993. A Typology of Complaint Behavior Response Styles among Channel Members, Ann Arbor: Oklahoma State University.
Kemp, J., 1999. World Class Complaint Management, International Journal of Consumer Relationship Management, Vol. 2, 11-20.
Kassadian, Harold H., 1977. Content Analysis in Comsumer Research, Journal of Consumer Research, Vol. 4 (1), 8-18.
Kuzel, eaveney, S.M., 1999, Customer Switching Behaviour in Service Industries: An Exploratory Study, Journal of Marketing, Vol. 59 (2), 71-89.
Lovelock, C.H., P.G. Patterson, R.H. Walker, 2001. Services Marketing An Asia-Pacific Perspective, Second Edition, Sydney: Pearson Education.
Lovelock, Christopher, Jochen Wirtz and Hean Tat Keh, 2002. Sevices Marketing in Asia (Managing People, Technology and Strategy), Fourth Edition, Singapore: Prentice Hall.
Lawther, K., S. Krishnan and V. Valle, 1978. The Consumer Complaint Process: Directions for Theoretical Development dalam Ralph L. Day and H. Keith Hunt (ed.), New Dimensions of Consumer Satisfaction and Complaining Behavior. Chicago, III: Bureau of Business Research 10-15.
Lewis, BR., P. McCann, 2004. Service Failure and Recovery: Evidence from the Hotel Industry, International Journal of Contemporary Hospitality Management, Vol. 16 (1), 6-17.
Michel, S., 2001. Analysing Service Failures and Recoveries: A Process Approach, International Journal of Service Industry Management, Vol. 12 (1), pp.20-33.
Mooradian, T.A. and J.M. Olver, 1997. I Can't Get No Satisfaction: The Impact of Personality and Emotion on Post-Purchase Processes, Psychology and Marketing, Vol. 14 (4), 379-393.
Mariampolski, Hy, 2001, Qualitative Market Research: A Comprehensive Guide, Thousand Oaks: Sage Publications, Inc.
Reynolds, Thomas J. and Jonathan Gutman, 1988. Laddering Theory, Method, Analysis, and Interpretation, Journal of Advertising Research, (February -March): 11-31.
Stauss, B. and Wolfgang Seidel, 2004, Complaint Management: The Heart of CRM, First Edition, Mason: Thomson.
Schoefer, Klaus and Christine Ennew, 2002. Emotional Responses to Service Complaint Experiences: The Role of Perceived Justice.
Schiffman, Leon G. and Leslie Lazar Kanuk, 2004. Consumer Behavior, Eighth Edition, New Jersey: Pearson Prentice Hall.
Strauss, B. and P. Neuhaus, 2004. The Qualitative Satisfaction Model, International Journal of Service Industries Management, Vol. 8 (3), 236-249.
Sayre, Shay, 2001. Qualitative Methods for Marketplace Research, Thousand Oaks: Sage Publications, Inc.
Wansink, Brian, 2000. New Techniques to generate Key Customers, Marketting Research, (Summer).
Yin, Robert K., 2004. Studi kasus : Desain dan Metode, Jakarta : PT Raja Grafindo Persada.
Armistead, C.G., G. Clark and P. Stanley, 1995. Managing Service Recovery, Cranfield: Cranfield School of Management.
Buttle, Francis, 2004. Customer Relationship Management (Concept and Tools), Burlington: Elsevier Butterworth-Heinemann.
Crie, Dominique, 2003. Consumers' Complaint Behaviour. Taxonomy, Typology and Determinants: Towards a Unified Ontology, Database Marketing & Customer Strategy Management, Vol. 11 (1), 60-79.
Carson, David, Audrey Gilmore, Chad Perry and Kjell Gronhaug, 2001. Qualitative Marketing Research, London: Sage Publications Ltd.
Day, Ralph L., 1980. Research Perspectives on Consumer Complaining Behavior, dalam C.W. Lamb and P.M. Dunne (ed.), Theoretical Developments in Marketing. Chicago: American Marketing Association, 211-215.
Daymon, Christine and Immy Holloway, 2002. Qualitative Research Methods in Public Relations and Marketing Communications, London: Routledge.
Fornell, C. and B. Wernerfelt, 2007. Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis, Journal of Marketing Research, Vol. 24 (4), 337-346.
Gruber, Thorsten, 2004. The Complaint Management Process, The Privacy Marketing Review, www.reppel.co.uk.
Hansen, Scott William, 1993. A Typology of Complaint Behavior Response Styles among Channel Members, Ann Arbor: Oklahoma State University.
Kemp, J., 1999. World Class Complaint Management, International Journal of Consumer Relationship Management, Vol. 2, 11-20.
Kassadian, Harold H., 1977. Content Analysis in Comsumer Research, Journal of Consumer Research, Vol. 4 (1), 8-18.
Kuzel, eaveney, S.M., 1999, Customer Switching Behaviour in Service Industries: An Exploratory Study, Journal of Marketing, Vol. 59 (2), 71-89.
Lovelock, C.H., P.G. Patterson, R.H. Walker, 2001. Services Marketing An Asia-Pacific Perspective, Second Edition, Sydney: Pearson Education.
Lovelock, Christopher, Jochen Wirtz and Hean Tat Keh, 2002. Sevices Marketing in Asia (Managing People, Technology and Strategy), Fourth Edition, Singapore: Prentice Hall.
Lawther, K., S. Krishnan and V. Valle, 1978. The Consumer Complaint Process: Directions for Theoretical Development dalam Ralph L. Day and H. Keith Hunt (ed.), New Dimensions of Consumer Satisfaction and Complaining Behavior. Chicago, III: Bureau of Business Research 10-15.
Lewis, BR., P. McCann, 2004. Service Failure and Recovery: Evidence from the Hotel Industry, International Journal of Contemporary Hospitality Management, Vol. 16 (1), 6-17.
Michel, S., 2001. Analysing Service Failures and Recoveries: A Process Approach, International Journal of Service Industry Management, Vol. 12 (1), pp.20-33.
Mooradian, T.A. and J.M. Olver, 1997. I Can't Get No Satisfaction: The Impact of Personality and Emotion on Post-Purchase Processes, Psychology and Marketing, Vol. 14 (4), 379-393.
Mariampolski, Hy, 2001, Qualitative Market Research: A Comprehensive Guide, Thousand Oaks: Sage Publications, Inc.
Reynolds, Thomas J. and Jonathan Gutman, 1988. Laddering Theory, Method, Analysis, and Interpretation, Journal of Advertising Research, (February -March): 11-31.
Stauss, B. and Wolfgang Seidel, 2004, Complaint Management: The Heart of CRM, First Edition, Mason: Thomson.
Schoefer, Klaus and Christine Ennew, 2002. Emotional Responses to Service Complaint Experiences: The Role of Perceived Justice.
Schiffman, Leon G. and Leslie Lazar Kanuk, 2004. Consumer Behavior, Eighth Edition, New Jersey: Pearson Prentice Hall.
Strauss, B. and P. Neuhaus, 2004. The Qualitative Satisfaction Model, International Journal of Service Industries Management, Vol. 8 (3), 236-249.
Sayre, Shay, 2001. Qualitative Methods for Marketplace Research, Thousand Oaks: Sage Publications, Inc.
Wansink, Brian, 2000. New Techniques to generate Key Customers, Marketting Research, (Summer).
Yin, Robert K., 2004. Studi kasus : Desain dan Metode, Jakarta : PT Raja Grafindo Persada.
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2019-02-12
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