Travel Reference
In-Depth Information
4
RESULT AND ANALYSIS
Table 1. Showing the items from the data collection
where statistically significant differences between 'gen-
der' were identified
N (Male
=
217, Female
=
115)
.
4.1
Respondent profile
Male exceeded the female with 65.4 percent
(n
115). The major-
ity of respondents were between 18 to 35 years old
made up 45.8 percent of the total sample (n
=
217) against 34.6 percent (n
=
152)
followed by 36 to 45 years old which represented
30.1 percent (n
=
100) and 46 years and above rep-
resented around 24.1 percent (n
=
=
80). 40.7 percent
(n
134) of respondents were among the students
compared to 22.3 percent (n
=
=
74) of govern-
ment servants, 21.0 percent (n
=
71) were self-em-
ployed and 16.0 percent (n
=
53) the private sector
employees.
4.2
Comparison on complaint behavior
based customer gender
The independent sample t-test was used to iden-
tify significant differences in complaints behavior
between customer genders. No statistically signifi-
cant differences were found on any of 17 items used
in the instrument. The result is shown in Table 1.
Looking at the table, both genders clearly
reported themselves as somewhat agreeing that
they do not care about the price (female, M
=
3.54,
p
=
0.356 and males M
=
3.44) and will start
grumbling (females M
=
4.17, p
=
.063 and male
M
3.96) if they have to wait long for their order-
ing food (female M
=
=
3.53, p
=
0.423 and male
M
3.63), especially when they dine with their
family (female M
=
=
3.73, p
=
0.210 and males
M
3.59). Both genders also agreed that they will
definitely get angry (females M
=
=
3.63, p
=
0.992
and male M
3.64) if they have to wait too long
for their meals, especially for a simple food (females
M
=
3.99) and do not
get their order as expected time (females M
=
3.90, p
=
0.477 and male M
=
=
3.44,
p
3.55).
Both genders are having the view that they do
not mind waiting but will definitely complaint if
they get a wrong food order (females M
=
0.303 and male M
=
=
3.63,
p
=
.098 and male M
=
3.82), receive bad quality
of food (M
=
3.99 for females, p
=
0.687 and males
M
4.04) and to wait long during slow period
(females M
=
=
3.63, p
=
0.297 and males M
=
3.76)
thus lose their mood of dining (female M
=
4.11,
p
=
0.826 and male M
=
4.13), do not feel like
spending (females M
=
3.56, p
=
0.860 and male
M
3.58) and definitely force demand for com-
pensation (female M
=
=
3.32) and males (M
=
3.28,
see a lot of customers (female M
=
3.36, p
=
0.762
p
0.732) and might definitely walk out from
the gerai (females M
=
and male M
=
3.32) and if they know why (female
=
3.79, p
=
0.605 and male
M
3.47) and will
not complain if they received an apology from the
operators (females M
=
3.45, p
=
0.910 and male M
=
M
3.85).
On the other hand both genders expressed that
they will to be more tolerant of delays when they
=
=
3.63, p
=
0.925 and male
M
=
3.65).
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