Indonesian Consumer Complaint Behavior Based on Ethnic Groups and Generations
Keywords:
Complaint behavior, ethnicities, generations
Abstract
Complaint behavior is a response to consumer dissatisfaction after using goods or services. This study aimed to examine the effect of ethnicity and people’s generations on consumer complaint behavior in Indonesia. The variables used were complaint behavior, ethnicity, and generations. The study collected and analyzed 2,100 items of data using descriptive analysis, one-way ANOVA, and multiple linear regression. The findings showed that consumers in Indonesia rarely complain when disappointed with sellers. Generation Y and the Buginese complained more often than other consumer groups. Furthermore, the results showed significant differences in complaint behavior, based on ethnicity and generation. This study also revealed that complaint behavior was significantly influenced by ethnicity and the baby boomer generation.
References
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Ashraf, T., Sajjad, W., Rizwan, M., Ahmed, D., & Nazeer, H. (2013). Determinants of Consumer Complaining Behavior: A study of Pakistan. International Journal of Learning and Development, 3(6), 121. https://doi.org/10.5296/ijld.v3i6.6209
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Bungaran Anthonius Simandjuntak. (2002). Konflik Status & Kekuasaan Orang Batak Toba. Tamita Utama. https://simpus.mkri.id/opac/detail-opac?id=7412
CCA. (2020). China Consumers Association. http://www.cca.org.cn/jmxf/detail/29533.html
Childs, R. D., Robinson, P., Mcgovern, T. M., & Gingrich, G. (2015). The millennial generation. Transforming American Governance: Rebooting the Public Square, 307–321. https://doi.org/10.1177/2158244017697158
Cipriana, M. A., Filimon, S., & Ionela, G. P. (2010). Consumers ’ complaining behavior: An exploratory research. Proceedings of the 5th WSEAS International Conference on Economy and Management Transformation, Volume I, 400–405.
Darmoko. (2017). Budaya Jawa Dalam Diaspora: Tinjauan Pada Masyarakat Jawa Di Suriname. Jurnal IKADBUDI, 5(12), 104–116. https://doi.org/10.21831/ikadbudi.v5i12.12307
Durand, F., & Valla, D. (2008). Assessment of prognosis of cirrhosis. Seminars in Liver Disease. https://doi.org/10.1055/s-2008-1040325
Ekinci, Y., Calderon, J., & Siala, H. (2016). Do personality traits predict “complaining” consumers? International Journal of Business Environment, 8(1), 32. https://doi.org/10.1504/ijbe.2016.074793
Ghoni, A., & Bodroastuti, T. (2012). The influence of factor of cultural, social, personality and psychology on customer behavior. Sekolah Tinggi Ilmu Ekonomi Widya Manggala, 3, 1–23.
Grougiou, V., & Pettigrew, S. (2009). Seniors’ attitudes to voicing complaints: A qualitative study. Journal of Marketing Management, 25(9–10), 987–1001. https://doi.org/10.1362/026725709X479336
Harrington, R. J., Ottenbacher, M. C., Staggs, A., & Powell, F. A. (2012). Generation Y Consumers: Key Restaurant Attributes Affecting Positive and Negative Experiences. Journal of Hospitality and Tourism Research, 36(4), 431–449. https://doi.org/10.1177/1096348011400744
Heri. (2016). 13 Karakter, Sifat dan Kebiasaan Orang Jawa (WikiDjawa). Salamadian.Com. https://salamadian.com/mengenal-karakter-sifat-dan-kebiasaan-orang-jawa/
Heung, V. C. S., & Lam, T. (2012). Customer complaint behaviour towards hotel restaurant services. International Journal of Contemporary Hospitality Management, 15(5), 283–289. https://doi.org/10.1108/09596110310482209
Hidayah, Z. (2015). Ensiklopedia suku bangsa di Indonesia (Encyclopedia of ethnicities in Indonesia). Jakarta: Yayasan Pustaka Obor Indonesia.
Jokohael, N. F., Sri Suprapti, N. W., & Kerti Yasa, N. N. (2017). The relationship of demographic variables and cultural dimensions with complaint behaviour of starred hotel tourists in Bali. E-Jurnal Ekonomi Dan Bisnis Universitas Udayana, 8, 2955–2982. https://doi.org/10.24843/eeb.2017.v06.i08.p02
Khan, A. S., Ahmed, F., Yousuf, H., Hassan, S., & Zia, S. A. (2014). Online shopping behavior in Pakistan. International Conference on Marketing., 1–42. http://iba.edu.pk/testibaicm2014/parallel_sessions/ConsumerBehaviorCulture/OnlineShoppingBehaviour.pdf
Kish, L. (1949). A Procedure for Objective Respondent Selection within the Household. Journal of the American Statistical Association, 44(247), 380–387. https://doi.org/10.1080/01621459.1949.10483314
Kohnen, P. M. (2002). When Generations Collide: Who they are. Why they Clash. How to Solve the Generational Puzzle at Work. In Quality Management Journal (Vol. 9, Issue 4). Harper Collins. https://doi.org/10.1080/10686967.2002.11919040
Kolnhofer-Derecskei, A., Reicher, R. Z., & Szeghegyi, A. (2017). The X and Y generations’ characteristics comparison. Acta Polytechnica Hungarica, 14(8), 107–125. https://doi.org/10.12700/APH.14.8.2017.8.6
Krüger, L., & Mostert, P. G. (2019). The influence of relationship intention on cell phone users’ attitudes towards complaining and complaint behaviour. Southern African Business Review, 18(2), 35–64. https://doi.org/10.25159/1998-8125/5677
Kumar, A., & Kaur, A. (2022). Relationship between consumers attitude toward complaining and demographic characteristics: a study of indian consumers. Journal of Positive School Psychology, 6(4), 10813–10823. https://www.journalppw.com/index.php/jpsp/article/download/6586/4322/7608
Lamble, L. (2018). With 250 babies born each minute, how many people can the Earth sustain? The Guardian. https://www.theguardian.com/global-development/2018/apr/23/population-how-many-people-can-the-earth-sustain-lucy-lamble
Latief, M. C. (2016). Gender-differentiated communication in the Bugis community in Kemujan Village, Karimunjawa Islands. Jurnal Ilmiah Universitas Semarang, VIII, 1–7. http://dx.doi.org/10.26623/themessenger.v8i2.344
Lestari, R., & Molina, M. (2019). The influence of attitude, perceived value and perceived chances of success of primary students on the intention to complain. Jurnal Sosial Dan Humaniora, 4(1), 959–970. http://dx.doi.org/10.47313/pjsh.v4i1.594
Liu, R. R., & McClure, P. (2001). Recognizing cross-cultural differences in consumer complaint behavior and intentions: An empirical examination. Journal of Consumer Marketing, 18(1), 54–74. https://doi.org/10.1108/07363760110365813
Mafini, C., Dhurup, M., & Mandhlazi, L. (2014). Shopper typologies amongst a Generation Y consumer cohort and variations in terms of age in the fashion apparel market Research reveals that at various levels of marketing theory. Acta Commercii 14(1), 14(1), 1–11. https://doi.org/10.4102/ac.v14i1.209
Mahmud Mahayudin, N. H., Haron, S. A., & Yin-Fah, B. C. (2010). Unpleasant market experience and consumer complaint behavior. Asian Social Science, 6(5), 63–69. https://doi.org/10.5539/ass.v6n5p63
Mardhiyah, D., & Dharmmesta, B. S. (2013). Antecedents to intention to engage in the online negative word-of-mouth communication. Gadjah Mada International Journal of Business, 15(2), 113-132. DOI: 10.22146/gamaijb.5698
McGoldrick, M., Preto, N. G., Hines, P. M., & Lee, E. (2014). Ethnicity and family therapy. In Handbook Of Family Therapy. Guilford. https://doi.org/10.4324/9781315803661
Ministry of Trade RI. (2022). Consumer Empowerment Survey in 2022. Jakarta: Ministry of Trade RI.
Mostafa, S. A., & Ahmad, I. A. (2018). Recent developments in systematic sampling: A review. Journal of Statistical Theory and Practice, 12(2), 290–310. https://doi.org/10.1080/15598608.2017.1353456
Mousavi, M., & Esfidani, M. R. (2013). A Comprehensive Model of Customers’ Complaint Behavior. International Journal of Academic Research in Business and Social Sciences, 3(5), 549–569.
Ndona, Y. (2018). Kemanusiaan dalam falsafah hidup masyarakat Batak Toba (Humanity in the philosophy of life of the Toba Batak people). Jurnal Citizenship: Media Publikasi Pendidikan Pancasila Dan Kewarganegaraan, 1(1), 15–22. http://journal.uad.ac.id/index.php/Citizenship/article/view/10441
Ngai, E. W. T., Heung, V. C. S., Wong, Y. H., & Chan, F. K. Y. (2007). Consumer complaint behaviour of Asians and non-Asians about hotel services: An empirical analysis. European Journal of Marketing, 41(11–12), 1375–1391. https://doi.org/10.1108/03090560710821224
Nirmala, R. P., & Dewi, I. J. (2011). The effects of shopping orientations, consumer innovativeness, purchase experience, and gender on intention to shop for fashion products online. Gadjah mada international journal of business, 13(1). DOI: 10.22146/gamaijb.5495
Nor Othman, M., Zhao, W., Nor Othman Wenjie, M., & Nor, M. (2010). The Influence of Knowledge of Consumer Protection and Perception of Marketing Factors on Consumer Complaint Behaviour: A Study of Malaysian Consumers. September.
Octaviani, C., & Kartasasmita, S. (2017). The influence of self-concept on the consumptive behaviour of purchasing cosmetic products in early adult women. Jurnal Muara Ilmu Sosial, Humaniora, Dan Seni, 1(2), 126–133. https://doi.org/10.24912/jmishumsen.v1i2.948
Page, R. A., & Williams, K. C. (2011). Marketing to the Generations. Journal of Behavioral Studies in Business, 3(1), 1–17. https://doi.org/http://dx.doi.org/10.1080/0965254X.2017.1291173
Park, S. G., Kim, K., & O’Neill, M. (2014). Complaint behavior intentions and expectation of service recovery in individualistic and collectivistic cultures. International Journal of Culture, Tourism, and Hospitality Research, 8(3), 255–271. https://doi.org/10.1108/IJCTHR-12-2013-0084
Phau, I., & Baird, M. (2008). Complainers versus non-complainers retaliatory responses towards service dissatisfactions. Marketing Intelligence and Planning, 26(6), 587–604. https://doi.org/10.1108/02634500810902848
Rahmi, S., Mappiare AT, A., & Muslihati. (2017). Ideal character of counsellor in Pappaseng text culture. Jurnal Pendidikan, 2(2), 228–237. http://dx.doi.org/10.17977/jp.v2i2.8535
Ramadlani, A. K., & Wibisono, M. (2017). Visual literacy and character education for alpha generation. International Seminar on Language, Education and Culture, October, 1–7.
Rizi, Y. A., Dharma, F., Amelia, Y., & Prasetyo, T. J. (2023). Factors Affecting Trust and Interest in Transactions by Indonesian MSME Sellers in e-Commerce. Journal of Indonesian Economy and Business, 38(1), 19-42. https://doi.org/10.22146/jieb.v38i1.4394
Sharma, P., Chen, I. S. N., & Luk, S. T. K. (2012). Gender and age as moderators in the service evaluation process. Journal of Services Marketing, 26(2), 102–114. https://doi.org/10.1108/08876041211215266
Simanjuntak, M., & Hamimi, U. . (2019). Penanganan Komplain dan Komunikasi Word-Of-Mouth (WOM). Jurnal Ilmu Keluarga Dan Konsumen, 12(1), 75–86. https://doi.org/10.24156/jikk.2019.12.1.75
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Published
2024-05-02
How to Cite
Simanjuntak, M., & Shahirah, I. (2024). Indonesian Consumer Complaint Behavior Based on Ethnic Groups and Generations. Gadjah Mada International Journal of Business, 26(2), 209-231. Retrieved from https://jurnal.ugm.ac.id/v3/gamaijb/article/view/14791
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Articles
Gadjah Mada International Journal of Business by Master of Business Administration, Faculty Economics and Business, Universitas Gadjah Mada is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
