PENYAMPAIAN KELUHAN KONSUMEN SURABAYA DI HOTEL BINTANG LIMA

Yansi Dwi Anggriana; Nicolas Krisianto A.P; Adriana Aprilia

doi:10.35814/tourism.v7i2.1141

Yansi Dwi Anggriana Universitas Kristen Petra Siwalankerto Surabaya, Indonesia
Nicolas Krisianto A.P Universitas Kristen Petra Siwalankerto Surabaya, Indonesia
Adriana Aprilia Universitas Kristen Petra Siwalankerto Surabaya, Indonesia

DOI: https://doi.org/10.35814/tourism.v7i2.1141
Abstract views: 319 | pdf (Bahasa Indonesia) downloads: 316

Keywords: Complaint, concumer, cluster

Abstract

Abstract: Tourism is one of many business that developed as time goes by. Many hotels have been built not only in a big city but also in a small city. Hotel which have many kind of variation and stars can influence consumer’s expectation. Higher expectation tend to be more difficult to fulfilled. When a hotel failed to meet up to that expectation, then it can cause consumer to make a complaint. This study intended to knowing the segmentation of Surabaya’s consumer who made a complaint in a five stars hotel in terms of demographic, culture, and character. Method of data processing is done by using validity and reliability tests. Meanwhile data analysis method that used in this research is the analysis factor and cluster analysis, which were derived from data collected from the questionnaire that has been filled out and processed. Through these datas, turn out 12 factors and 3 cluster with the majority cluster from Surabaya’s consumer is inertia.

Keyword : Complaint, consumer, cluster

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