PENGELOMPOKAN INDUSTRI JASA DAN JENIS-JENIS SERVICE FAILURE YANG DIKELUHKAN PELANGGAN SECARA ONLINE PADA INDUSTRI JASA DI INDONESIA

Dyani, Pusphitasari and Lizar , Alfansi (2012) PENGELOMPOKAN INDUSTRI JASA DAN JENIS-JENIS SERVICE FAILURE YANG DIKELUHKAN PELANGGAN SECARA ONLINE PADA INDUSTRI JASA DI INDONESIA. Undergraduated thesis, Fakultas Ekonomi UNIB.

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Abstract

The research was conducted on the service industry‟s consumer in Indonesia. Each of the 22 service industry groups having 6 service failure typology. The purpose of this study was to determine industry group that most have service failures, difference typologies of service failures that dominate in each of the services industry, and the typology of service failures that consumers most complained of the entire service industry. This study used primer data which got from online media, kompas.com and detik.com. Sampling method used in this study is judgment sampling, because the sample was chosen subjectively by the researcher with a specific criteria which appropriate with research objectives. The analysis method used to describe the results of the research is content analysis by using 9522 samples from kompas.com and 8101 samples from detik.com. The results obtained showed there are 9 industry groups that dominate. Specifically on the insurance industry, apartments and residential, as well as leasing and other financial services, service failures typology that dominate is complicated procedure. While the typology of service failures are the most dominant overall (in 19 industry groups) is functional failure.

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