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 sales
more tend to customer existence becoming key in getting profit. This research pursuant at empiric
investigation designed to compare the complaint consumer behavior and intentions in a culture at
ethnical of Chinese ( Tionghoa) by consumer is behavior and intentions at ethnical of Java. The
result of this research is Ethnical culture of Java, none 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 customer 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 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.