Indonesian Consumer Complaint Behavior Based on Ethnic Groups and Generations

Simanjuntak, Megawati; Shahirah, Ilfia

doi:10.22146/gamaijb.71143

Akses terbuka Jurnal SINTA 1

Indonesian Consumer Complaint Behavior Based on Ethnic Groups and Generations

Gadjah Mada International Journal of Business (GamaIJB) · Vol. 26 No. 2 (2024) · hlm. 209–231

DOI: 10.22146/gamaijb.71143
ISSN: 2338-7238, 1411-1128
Terbit: 2024-05-02
Penerbit: Master in Management, Faculty of Economics and Business, Universitas Gadjah Mada
Bahasa: eng
Lisensi: creativecommons.org/licenses/by-sa/4.0

Abstrak

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.

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Rekan penulis	Organisasi	Artikel bersama
Dwi Puji Hastuti	IPB University	1
Devi Rahmawati	IPB University	1
Lutfi Sri Legowo Utami	Afiliasi tidak diketahui	1
Istiqlaliyah Muflikati	Afiliasi tidak diketahui	1
Herien Puspitawati	IPB University	1
Siti Amanah	IPB University	1
Pang S Asngari	IPB University	1
Ambar Susan Rosifa	Afiliasi tidak diketahui	1

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Sumber metadata: OAI-PMH (metadata jurnal) https://journal.ugm.ac.id/gamaijb/oai, pertama di-harvest 28 Okt 2026, terakhir terlihat 8 Nov 2026.

Metadata asli (oai_dc)

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	<dc:title xml:lang="en-US">Indonesian Consumer Complaint Behavior Based on Ethnic Groups and Generations</dc:title>
	<dc:creator>Simanjuntak, Megawati</dc:creator>
	<dc:creator>Shahirah, Ilfia</dc:creator>
	<dc:subject xml:lang="en-US">consumer behavior; business</dc:subject>
	<dc:subject xml:lang="en-US">Complaint behavior, ethnicities, generations</dc:subject>
	<dc:subject xml:lang="en-US">D18, M31</dc:subject>
	<dc:description xml:lang="en-US">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.</dc:description>
	<dc:publisher xml:lang="en-US">Master in Management, Faculty of Economics and Business, Universitas Gadjah Mada</dc:publisher>
	<dc:contributor xml:lang="en-US">IPB</dc:contributor>
	<dc:date>2024-05-02</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:type xml:lang="en-US">Peer-reviewed Article</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://journal.ugm.ac.id/gamaijb/article/view/71143</dc:identifier>
	<dc:identifier>10.22146/gamaijb.71143</dc:identifier>
	<dc:source xml:lang="en-US">Gadjah Mada International Journal of Business; Vol 26, No 2 (2024): May-August; 209-231</dc:source>
	<dc:source>2338-7238</dc:source>
	<dc:source>1411-1128</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://journal.ugm.ac.id/gamaijb/article/view/71143/39122</dc:relation>
	<dc:rights xml:lang="en-US">Copyright (c) 2024 Gadjah Mada International Journal of Business</dc:rights>
	<dc:rights xml:lang="en-US">http://creativecommons.org/licenses/by-sa/4.0</dc:rights>
</oai_dc:dc>