Difference of complaining behavior between domestic and foreign tourists in Hotel Dewa Bharata Bungalows Kuta Bali

ABSTRACT: Type of study used is quantitative study using cross sectional approach. This study wasconducted in DewaBharata Bungalows Hotel using 30 domestic respondents and 30 foreign respondents.Instrument of data collection used questionnaires, the data were test by analysis of variance using t-test andMann Whiney test. The results of study for complaining behavior in terms of individual complaint indicate thatthere is significant difference of complaining behavior with passive response of domestic and foreign touristsand there was no significant difference of complaining behavior with voice response of domestic and foreigntourists. Complaining behavior in terms of public complaint indicates that there was significant difference fromaction of negative word of mouth of domestic and foreign tourists, and there was no significant difference ofcomplaining behavior with third party response of domestic and foreign tourists.

KEYWORDS: complaining behavior, domestic tourists,foreign tourists.