ANALISIS PERBEDAAN ETNIS JAWA - CINA (TIONGHOA) DALAM COMPLAINT CONSUMER BEHAVIOR AND INTENTIONS TERHADAP JASA PELAYANAN RUMAH SAKIT DI SURAKARTA

Abstract

By understanding unsatisfaction and also its effect research to complaint behavior have come to critical factor for company of penetrating strategy pursuer business market. Which sale more tend to to customer existence becoming key in getting profit. Research complaint consumer behavior hitherto braid especial west nations in its orientation. Question mentioned as extension from company of west nations which can lean the its self inventions so that get of best of the market. This research pursuant at empiric investigation designed to compare the complaint consuemr behavior and intentions in a culture at ethnical of Chinese ( Tionghoa) by consumer is behavior and intentions at ethnical of Java. This Research is indication that though cutomer in different culture, but own the complaint consumer behavior and intentions which is much the same to because efficacy process assimilation in this state. The result of this researh is Ethnical culture of Java, non a passive culture. attitude of related Complaint consumer research and conducted more than three decade ago have made clear it that regardless of culture about market which they run the, hospital which do not plan the way of effective about relation by complaint consumer behavior which is laid open by voice responses will harm the sale, sooner or later. Same Hold fact for the attitude of consumer sigh expressed by private responses, any way, such as those which shown in researching into this, bigger challenge in the first place in market with expressed by a ethnical culture of Java. Also cutomer in an ethnical culture of Java do not voice the complaint to hospital, this matter did not mean that they do not express themselves. If them dissatisfy, they possible have a share in private responses (leaving or negative communications ) and conducive to the third party responses Their residency simply possible their merefleksikan disinclination to express the negative emotion, like griping, to external group. But this matter is clear the than study that they do their expression through other channel, like with the inner group.