{"id":"https://openalex.org/W1563918924","doi":null,"title":"PERILAKU KOMPLAIN DAN PENGARUHNYA TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN JASA","display_name":"PERILAKU KOMPLAIN DAN PENGARUHNYA TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN JASA","publication_year":2014,"publication_date":"2014-11-25","ids":{"openalex":"https://openalex.org/W1563918924","mag":"1563918924"},"language":"id","primary_location":{"id":"mag:1563918924","doi":null,"is_oa":false,"landing_page_url":"http://ejurnal.stiedharmaputra-smg.ac.id/index.php/DE/article/download/56/55","pdf_url":null,"source":null,"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":null},"volume":null,"type":"article","is_traditional":true,"indexed_in":[],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5072574291","display_name":"Nunung Ghoniyah","orcid":"https://orcid.org/0000-0002-9531-578X","observed_orcids":["https://orcid.org/0000-0002-9531-578X"]},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Nunung Ghoniyah","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":["https://openalex.org/A5072574291"],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":7,"citation_normalized_percentile":{"value":0.0,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":87,"max":95},"biblio":{"volume":"19","issue":"35","first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9994999766349792,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9994999766349792,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14244","display_name":"Consumer Behavior and Marketing Influence","score":0.0003000000142492354,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.0,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/complaint-behavior","display_name":"complaint behavior","score":0.8320000171661377},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.8080000281333923},{"id":"https://openalex.org/keywords/customer-loyalty","display_name":"customer loyalty","score":0.9940000176429749},{"id":"https://openalex.org/keywords/service-failure","display_name":"service failure","score":0.8159999847412109},{"id":"https://openalex.org/keywords/customer-complaint-handling","display_name":"complaint handling","score":0.9769999980926514},{"id":"https://openalex.org/keywords/distributive-justice","display_name":"distributive justice","score":0.9520000219345093},{"id":"https://openalex.org/keywords/procedural-justice","display_name":"procedural justice","score":1.0},{"id":"https://openalex.org/keywords/interactional-justice","display_name":"interactional justice","score":0.921999990940094},{"id":"https://openalex.org/keywords/service","display_name":"service","score":0.41600000858306885}],"concepts":[{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.36361223459243774}],"mesh":[],"locations_count":1,"locations":[{"id":"mag:1563918924","doi":null,"is_oa":false,"landing_page_url":"http://ejurnal.stiedharmaputra-smg.ac.id/index.php/DE/article/download/56/55","pdf_url":null,"source":null,"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":null}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":18,"referenced_works":["https://openalex.org/W50758313","https://openalex.org/W1531387534","https://openalex.org/W1598745299","https://openalex.org/W1965868677","https://openalex.org/W1968612550","https://openalex.org/W1973774762","https://openalex.org/W1988487435","https://openalex.org/W2003676308","https://openalex.org/W2031564884","https://openalex.org/W2032070756","https://openalex.org/W2037188133","https://openalex.org/W2041386579","https://openalex.org/W2053050475","https://openalex.org/W2063067784","https://openalex.org/W2065517342","https://openalex.org/W2076287342","https://openalex.org/W2094996750","https://openalex.org/W2316552461"],"related_works":["https://openalex.org/W2994435061","https://openalex.org/W2719732010","https://openalex.org/W2614905381","https://openalex.org/W3107288237","https://openalex.org/W1525175940","https://openalex.org/W7205068977","https://openalex.org/W7216157086","https://openalex.org/W7216586879","https://openalex.org/W6991052335","https://openalex.org/W963084175"],"abstract_inverted_index":{"Artikel":[0],"ini":[1],"menjelaskan":[2],"tentang":[3],"bagaimana":[4,12],"perilaku":[5,33],"komplain":[6,39,47],"yang":[7],"dilakukan":[8],"konsumen,":[9],"penyebabnya":[10],"dan":[11,30,53],"pengaruhnya":[13],"terhadap":[14],"kepuasan":[15,57],"pelanggan":[16],"setelah":[17,58],"melakukan":[18,59],"komplain.":[19,34],"Beberapa":[20],"hasil":[21],"riset":[22],"menyebutkan":[23],"bahwa":[24],"terdapat":[25],"pengaruh":[26,36,44],"antara":[27,37,45],"kegagalan":[28],"jasa":[29],"ketidakpuasan":[31],"dengan":[32,40,48,56],"Terdapat":[35,43],"penanganan":[38,46],"loyalitas":[41],"pelanggan.":[42],"memberikan":[49],"keadilan":[50,54],"distributif,keadilan":[51],"prosedural":[52],"interaksional":[55],"komplian.":[60]},"counts_by_year":[{"year":2023,"cited_by_count":1},{"year":2022,"cited_by_count":2},{"year":2021,"cited_by_count":1},{"year":2020,"cited_by_count":2},{"year":2019,"cited_by_count":1}],"updated_date":"2025-11-06T04:12:42.849631","created_date":"2016-06-24T00:00:00"}