| dc.creator |
Refiana, Laila |
|
| dc.date.accessioned |
2020-06-15T04:01:38Z |
|
| dc.date.available |
2020-06-15T04:01:38Z |
|
| dc.identifier |
http://eprints.ulm.ac.id/5234/1/1-s2.0-S187704281205080X-main.pdf |
|
| dc.identifier |
Refiana, Laila Qualitative analysis about consumer complaint response through Reader s Letter column in Kompas.com. International Congress on Interdisciplinary Business and Social Science 2012 (ICIBSoS 2012). |
|
| dc.identifier.uri |
https://repo-dosen.ulm.ac.id//handle/123456789/12310 |
|
| dc.description |
The purpose of this qualitative study is to describe and present consumer complaint responses through the Reader s Letter
column in Kompas.com. In collecting the data, the researcher uses secondary data from documentation of complaints taken from the
online version of Reader s Letters of Kompas daily newspaper (http://www1.kompas.com/suratpembaca or Kompas.com). A total
of 168 complaint letters were analyzed during the period December 2011 to April 2012. Results showed that 85% contain negative
words toward the companies (disappointed, frustrated, failed to satisfy customer, feeling trapped and robbed, etc) as reasons to
complain through the Reader s Letter column of Kompas.com. Based on this study, companies in Indonesia seem not to place
importance on responding to consumer complaints as less than 2% of companies were eager to reply to the complaints in the same
column of Reader s Letter, and only 6% of complaints were resolved based on the sample data. This paper aims to identify and
suggest practical company solutions directly applicable to service management.
© 2012 Published by Elsevier Ltd. Selection and/or peer-review under responsibility of JIBES University
Jakarta Indonesia.
Keywords: Customer service; handling complaint; Indonesia; service management |
|
| dc.format |
text |
|
| dc.relation |
http://eprints.ulm.ac.id/5234/ |
|
| dc.subject |
AI Indexes (General) |
|
| dc.title |
Qualitative analysis about consumer complaint response
through Reader s Letter column in Kompas.com |
|
| dc.type |
Article |
|
| dc.type |
PeerReviewed |
|