Journal of Management and Business Review
Vol 18, No 1 (2021)

Complaining Behavior Intentions dan beberapa Antesendennya: Peran Gender sebagai Variabel Moderasi

Astarini, Dyah (Unknown)
Pratomo, Luki Adiati (Unknown)

Article Info

Publish Date
30 Jan 2021

Abstract

This research aims to analyze the factors that affect the complaining behavior intentions that are moderated by gender.  The data collection method is done by distribution the questionnaire, directly and online and finally used 225 respondents.  Hypothesis testing is using SEM. The results of the study were found that the factors affecting complaining behavior were attitudes towards complaining, the level of dissatisfaction, and the importance of the situation. Furthermore, these studies have shown that gender moderates the relationships between attitude towards complaining, level of dissatisfaction, and importance of the situation against complaining behavior intention. For further study, it is advised to research other services industries such as hotels, airline, or banking and add perceived justice variabels

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Journal Info
Journal of Management and Business Review
Website

Abbrev

jmbr

Publisher

Sekolah Tinggi Manajemen PPM

Subject

Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

Description

Journal of Management and Business Review (JMBR) is a source of scientific information for academia, research institution, government agencies, and industries. We publish research paper on management and business strategy as well as related ...