Pandjaitan, Dorothy Rouly H. and Ambarwati, Dwi Asri and Tarigan, Rehulina (2016) The Effect of Knowledge on Consumer Rights toward Complaints Delivery on Cellular Telecommunication Products in Bandar Lampung. In: Academy for Global Business Advancement, 26-27 November 2016, SOLO.

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Consumer knowledge of their right to deliver complaints to businesses (services) and presentation of the complaint is indeed protected by the law, in this case the law No. 8 of 1999 on Consumer Protection on article 4 point d entitles consumers to deliver complaints, if the provider do not provide services as they have of the agreement. The research methodology using SEM analysis using the sample of respondent of provider users in Bandar Lampung. The analysis shows that there are three models: first model, shows that before adding moderating variable, the result acquired does not obtained significant value. The second model shows that after moderating variable consumer knowledge were added, the results are significant. The third model, indicates that the interaction between the quality of service and customer knowledge variables to provide additional impact is not too large. This means that the interaction between Service Quality and Consumer Sciences only provide great influence on the intention to give the complaint. This tentative conclusion is obtained that the socialization of education about consumer knowledge has been done and the results show that respondents are not fully aware of their rights to make complaints. Keywords: Quality of Service, Consumer Sciences, Complaint Intention.

Item Type: Conference or Workshop Item (Paper)
Subjects: A General Works > AC Collections. Series. Collected works
Divisions: Fakultas Ekonomi dan Bisnis (FEB) > Prodi Manajemen
Date Deposited: 05 May 2017 03:18
Last Modified: 05 May 2017 03:18

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