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

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.