scholarly journals INCREASE CUSTOMER AFFECTION: FOCUSING ON JUSTICE PERCEPTION EFFECT TO THE LOYALTY

2021 ◽  
Vol 19 (4) ◽  
pp. 858-869
Author(s):  
Aditya Pramono ◽  
◽  
Mintarti Rahayu ◽  
Djumilah Hadiwidjojo ◽  
◽  
...  
Keyword(s):  
Distributive Justice ◽  
Procedural Justice ◽  
Service Failure ◽  
Interactional Justice ◽  
Total Sample ◽  
Partial Least Square ◽  
Least Square ◽  
Three Dimensions ◽  
Justice Perception ◽  
Patient Loyalty

This research was aimed to determine the direct and indirect effect of justice perception, which would be analyzed in this research and based on three dimensions as distributive justice, interactional justice, and procedural justice to the customer affection and loyalty of patients in Xxx Hospital Malang. The research population covered the patients or families who have complained about service failure in the hospital. This data was based on the data from the public relation of Xxx Hospital Malang in 2018. The total sample was 232 respondents who had been selected through the saturated sampling method. The data was analyzed through the Partial Least Square PLS technique in SmartPLS 3.0 program application. The research finding indicated that distributive justice did not significantly affect customer affection from the three construct dimensions of justice perception. In contrast, the interactional justice and procedural justice affected positively and significantly the customer affection, and then the customer affection affected positively and significantly patient loyalty. This result showed that the higher interactional justice and procedural justice of patients would determine the higher customer affection of patients to Xxx Hospital Malang. The higher customer affection would determine the higher patient loyalty. For further research is recommended to re-explore the research variables that might affect the customer affection and loyalty directly on similar research objects or other hospitals, for instance, customer satisfaction, revisit intention, WOM, and other aspects. The next researches should also be done by developing the research model and using samples with different characteristics.

Effects of Inter-organizational Justice on Dimensions of Organizational Citizenship Behaviours: A Study on Kuwait Ministries’ Employees

2020 ◽  
Vol 45 (4) ◽  
pp. 444-470
Author(s):  
Mohammad Zayed ◽  
Junaimah Jauhar ◽  
Zurina Mohaidin ◽  
Mohsen Ali Murshid
Keyword(s):  
Distributive Justice ◽  
Procedural Justice ◽  
Organizational Justice ◽  
Organizational Citizenship ◽  
Indirect Effect ◽  
Interactional Justice ◽  
Civic Virtue ◽  
Partial Least Square ◽  
Least Square ◽  
Five Dimensions

The aim of this article is to model the relationships between three different dimensions of inter-organizational justice (procedural, interactional and distributive) and their influence on five dimensions of organizational citizenship behaviour (OCB) (altruism, sportsmanship, conscientiousness, courtesy and civic virtue) in public sector organizations. The partial least square (PLS) path method was used to explore the nature of the relationships. The survey was self-administered to 573 employees working in nine different government ministries in Kuwait, with a response rate of 373. The results indicate that employees’ perceptions of interactional justice positively influence their perceptions of procedural justice, distributive justice, altruism, civic virtue, conscientiousness, courtesy and sportsmanship. In addition, the results showed the perceived interactional justice of employees has an indirect effect on all dimensions of OCBs through their distributive justice perceptions. The results also revealed that interactional justice has only an indirect effect on altruism, sportsmanship, and courtesy through procedural fairness. Directors of public organizations should pay particular attention to offering a higher level of interactive justice that can strongly improve employee perception of distributive and procedural justice. This, in turn, may show high degrees of civic virtue, sportsmanship, altruism, courtesy, and conscience behavior among employees.

scholarly journals ANTECEDENCE DAN CONSEQUENCES DARI SATISFACTION WITH RECOVERY TERHADAP FUTURE COMPLAINT INTENTIONS

2008 ◽  
Vol 1 (2) ◽  
pp. 16
Author(s):  
Franciskus Maya Praba
Keyword(s):  
Customer Satisfaction ◽  
Distributive Justice ◽  
Procedural Justice ◽  
Customer Service ◽  
Service Failure ◽  
Service Recovery ◽  
Interactional Justice ◽  
Perceived Justice ◽  
Customer Complaint ◽  
Complaint Intentions

<p>The background of this research is managers need to analyze that customer service failure can arise customer complaint. It must be managed by service recovery to get customer satisfaction. Future complaint intentions has relationship with customer satisfaction. Every company need to investigate which is the compatible perceived justice to applied. The objective of this research is to investigate service recovery effects toward customer satisfaction, especially perceived justice ( interactional, procedural, distributive ) and how justice effects customer satisfaction and future complaint intentions. The design of this research applies to customer Bank BCA in Semarang which is has variants occupation and the questionnaires were spreaded away to 100 respondents by using purposive sampling. The result of this research are interactional justice and procedural justice has more influence on future complaint intentions. Despite, distributive justice and satisfaction with recovery decrease future complaint intentions.</p><p><strong>Keywords: Antacedence, satisfaction with recovery, future complaint intentions</strong></p>

scholarly journals Pengaruh Organizational Justice terhadap Employee Engagement melalui Organizational Identification

2020 ◽  
Vol 10 (1) ◽  
pp. 128
Author(s):  
Amelia Yuhana Prativi ◽  
Praptini Yulianti
Keyword(s):  
Distributive Justice ◽  
Organizational Justice ◽  
Employee Engagement ◽  
Quantitative Study ◽  
Organizational Identification ◽  
Employee Performance ◽  
Interactional Justice ◽  
Partial Least Square ◽  
Least Square ◽  
Investment Management

<em>This study uses objects in one of the state-owned companies engaged in microfinance services, namely PT. Investment Management. In this case, of course, PT PNM Investment Management has growth that is very dependent on the service of employees to customers. Therefore, companies must continually improve services to customers and be able to maintain and improve employee performance. This research aims to determine the effect of organizational justice on employee engagement through organizational identification. This quantitative study is based on data collected using a questionnaire distributed to 78 respondents of PT. Investment Management is then analyzed using partial least square. In the results of the analysis using PLS it was found that organizational identification was able to mediate the effect of organizational justice (distributive justice, procedural justice, interactional justice) on employee engagement. This shows that the employee engagement can be achieved by many factors and some of them are about the concept of justice applied by the company and identification of the organization owned by employees, especially employees of PT. PNM Investment Management.</em>

scholarly journals Perceived organisational justice among academic employees at a selected higher learning institution

2020 ◽  
Vol 11 (02) ◽  
pp. 19-27
Author(s):  
Nethavhani, Andani ◽  
◽  
Maluka Harriet Rivalani ◽  
Keyword(s):  
Distributive Justice ◽  
Procedural Justice ◽  
Quantitative Research ◽  
Interactional Justice ◽  
Higher Learning ◽  
Three Dimensions ◽  
Research Approach ◽  
Organisational Justice ◽  
Major Predictor ◽  
Higher Institutions

Organisations depend on employees as crucial resources to execute duties aimed at realisation of organisational objectives. Organisational justice has been found to be a major predictor of employees’ performance and wellbeing. Studies found that employees tend to view justice in a different manner and that majority of employees tend to enjoy their work when they perceive that organisational justice exist within their organisation. The objective of this study was to examine the academic employees’ perceptions of organisational justice at a selected higher learning institution. A descriptive quantitative research approach was adopted in this study. A structured questionnaire developed by Colquitt (2001) was used to collect data from a convenient sample of 50 academic employees. The questionnaire consists of 20 items measuring three dimensions of organisational justice (procedural justice, distributive justice, and interactional justice) rated on a 7-point Likert scale. The collected data was analysed using the Statistical Package for the Social Sciences (SPSS) 26.0 published by the International Business Machines (IBM). The research findings revealed that in general, a slight majority of the respondents perceived some form of organisational justice to exist within their organisation (mean of 4.64). Although similar results were found in terms of the three dimensions of perceived organisational justice (4.19 for procedural justice, 5.14 for distributive justice and 4.78 for interactional justice), some form of injustice was reported to exist in relation to procedural justice. The study recommends that future researchers should continue to explore all the prospects of organisational justice in higher institutions of education.

scholarly journals Perceived Interactional Justice of Service Recovery and Post-recovery Satisfaction: A Study of Domestic Airline Customers in South West Nigeria

2021 ◽  
Vol 4 (3) ◽  
pp. 51-61
Author(s):  
Ogunode P.O. ◽  
Nkamnebe A.D.
Keyword(s):  
Service Recovery ◽  
Interactional Justice ◽  
Partial Least Square ◽  
Least Square ◽  
Three Dimensions ◽  
Equation Modeling ◽  
Research Model ◽  
South West ◽  
Recovery Satisfaction ◽  
Domestic Airline

This study examined perceived interactional justice of service recovery and post-recovery satisfaction: a study of domestic airline customers in south west Nigeria. This study adopted the perceived justice theory to service recovery with the three dimensions of justice underpinning the study’s conceptual framework/research model. Quantitative research design was employed. The unit of analysis comprised of domestic airline customers in south west geopolitical zone of Nigeria. Quota and purposive sampling were the sampling techniques and a sample of 1,998 respondents was statistically drawn using Cochran. Questionnaire was the research instrument; exploratory factor analysis through principal component extraction method was used to statistically measure construct validity while Cronbach Alpha was used to establish the reliability of the instrument. Hypothesized relationships in the path diagram resulting from the research model were tested using Partial Least Square Structural Equation Modeling (PLS-SEM) with the aid of IBM®SPSS®AMOSTM25. The finding of this study showed that interactional justice had significant and positive influence on post-recovery satisfaction. It was recommended that airline companies operating in the study area should focus more attention to interactional justice by ensuring prompt response, politeness, listening to customer’s complaints individually, and makes good efforts to tackle the complaints in a satisfactory manner.

scholarly journals Perceived Distributive Justice of Service Recovery and Post-recovery Satisfaction: A Study of Domestic Airline Customers in South West Nigeria

2021 ◽  
Vol 4 (3) ◽  
pp. 39-50
Author(s):  
Ogunode P.O. ◽  
Nkamnebe A.D.
Keyword(s):  
Distributive Justice ◽  
Service Recovery ◽  
Partial Least Square ◽  
Least Square ◽  
Three Dimensions ◽  
Equation Modeling ◽  
Research Model ◽  
South West ◽  
Recovery Satisfaction ◽  
Domestic Airline

This study examined perceived distributive justice of service recovery and post-recovery satisfaction: a study of domestic airline customers in south west Nigeria. The study adopted the perceived justice theory to service recovery with the three dimensions of justice underpinning the study’s conceptual framework/research model. Quantitative research design was employed. The unit of analysis comprised of domestic airline customers in south west geopolitical zone of Nigeria. Quota and purposive sampling were the sampling techniques and a sample of 1,998 respondents was statistically drawn using Cochran. Questionnaire was the research instrument; exploratory factor analysis through principal component extraction method was used to statistically measure construct validity while Cronbach Alpha was used to establish the reliability of the instrument. Hypothesized relationships in the path diagram resulting from the research model were tested using Partial Least Square Structural Equation Modeling (PLS-SEM) with the aid of IBM®SPSS®AMOSTM25. The finding of this study showed that distributive justice had significant and positive influence on post-recovery satisfaction. It was recommended that airline companies operating in the zone should organize regular training programmes for their staff on how to work with emerging aviation technologies so as to minimize errors and reduce costs that are associated with compensation.

scholarly journals Pengaruh Service Recovery Terhadap Kepuasan Konsumen Pada Hotel Rama Candidasa

2020 ◽  
Vol 2 (1) ◽  
pp. 112-125
Author(s):  
Ni Wayan Suartini Ningsih ◽  
Ni Made Yudhaningsih
Keyword(s):  
Customer Satisfaction ◽  
Distributive Justice ◽  
Procedural Justice ◽  
Linear Regression Analysis ◽  
Service Recovery ◽  
Interactional Justice ◽  
Multiple Linear Regression Analysis ◽  
Three Dimensions ◽  
Coefficient Of Determination ◽  
F Test

As a hospitality business can not be separated from error or service failure. so companies need to handle the failure of the service with service recovery program embodied with three dimensions of procedural justice, interactional justice and distributive justice. This study aims to Determine the influence of procedural justice, interactional justice distributive justice on customer satisfaction at Rama Candidasa Hotel. This study used 80 samples, the method of collecting data through questionnaires. Data analysis was performed with multiple linear regression analysis,test f  test t and the previous determination has been tested the validity and reliability.The results showed by the F-test is procedural justice, interactional justice and distributive justice have positive and significant impact on customer satisfaction at Rama Candidasa Hotel. From the results of correlation analysis this shows thata positive and very powerful relationship between procedural justice, interactional justice and distributive justice with customer satisfaction. Where the condition shows the higher the value of procedural justice, interactional justice and distributive justice, that make the higher the value of customer satisfaction and same as the other way. From result of determination analysis (R2) obtained coefficient of determination equal to 64,4%, which means that customer satisfaction is true result from influence of procedural justice, interactional justice and distributive justiceequal to 64,4%, while 35,6% influenced by other factor. Furthermore, based on T-test results obtained that the distributive justice has greater influence and stronger than procedural justice and interactional justice.

scholarly journals Analisis pengaruh service recovery terhadap loyalitas pelanggan dalam jasa telepon seluler

2017 ◽  
Vol 2 (2) ◽  
pp. 136
Author(s):  
Mia Antika
Keyword(s):  
Information Technology ◽  
Regression Analysis ◽  
Customer Satisfaction ◽  
Distributive Justice ◽  
Procedural Justice ◽  
Customer Loyalty ◽  
Service Failure ◽  
Service Recovery ◽  
Interactional Justice ◽  
The Impact

 The objectives of this research is to examine the impact of service recovery toward trust, and customer loyalty. To look at the connection between service recovery and customer loyalty this research used justice perspective that included procedural justice, interactional justice and distributive justice. The setting of this research was information technology business. The research was conducted in area of Surakarta regency with the customer phone operator as research respondent. This research used convinience sampling and employed 150 respondent that grouped by complaint and non-complaint customer. Regression analysis  was used in this research to analyse the data. Research indicated that procedural justice have significant impact toward customer satisfaction. In contrast, distributive and interactional justive did not significant impact toward customer satisfaction. This research also found that trust and customer satisfaction significantly impact toward trust and customer loyalty. In addition, this result found that non-complaint respondent were more trust and  loyalty than  customer who complaint to service which provided by phone operator. This indicated that service recovery did not enable to recover service failure.

scholarly journals Job Satisfaction as a Mediator of Justice towards Organizational Citizenship Behavior

2017 ◽  
Vol 2 (2) ◽  
pp. 125
Author(s):  
Alfato Yusnar Kharismasyah ◽  
Bima Cinintya Pratama ◽  
Fatmah Bagis
Keyword(s):  
Job Satisfaction ◽  
Human Resources ◽  
Distributive Justice ◽  
Procedural Justice ◽  
Organizational Citizenship ◽  
Organizational Citizenship Behavior ◽  
Partial Least Square ◽  
Least Square ◽  
Citizenship Behavior ◽  
Survey Method

Time goes rapidly and competition is getting tougher. It demands employees to give high performance in order to exceed work standard determined by the company. work system innovation in banking companies provide stimuli for employees both from basic employees to management level to always be active in and have advantages in understanding the job desk. Extra ordinary behavior, which is usually called. Organizational Citizenship Behavior, is expected to change mindset where employees do not only master one ability, but several abilities or skills beyond their job description. Therefore, the purpose of this study is to analyze the influence of Distributive and Procedural Justice on OCB through Job satisfaction. This research is descriptive and verivicative analysis. Descriptive research was conducted to obtain a description of Distributive Justice, Procedural Justice, Job satisfaction, and OCB. While verivicative research is done to know the relationship between variables through the calculation - statistical calculation. The method used is survey method. While the sampling technique is Saturated / Census Samples with 65 respondents. Data analysis in this study using the analysis of PLS (Partial Least Square) and found that the Distributive Justice, Procedural Justice has a significant influence on Job Satisfaction that impact on OCB. There are several researchers who have researched OCB from a human resource point of view. Contribution of this research is to help managers to formulate strategies and policy implementation related to the proper management of Human Resources And create new Human Resources with all the best ability to play an extra role in doing the job.

scholarly journals A Study of Relatıonship between Perceived Organızational Justice and Individualism Collectivism Values Among Academic Staff

2014 ◽  
Vol 6 (5) ◽  
pp. 400-410
Author(s):  
Åžaban ESEN ◽  
Aslı ÇİLLİOĞLU KARADEMİR
Keyword(s):  
Distributive Justice ◽  
Procedural Justice ◽  
Organizational Justice ◽  
Academic Staff ◽  
Empirical Studies ◽  
Interactional Justice ◽  
Three Dimensions ◽  
Survey Method ◽  
Measurement Tool ◽  
Individualism And Collectivism

The purpose of this study is to investigate the relationship between the individuals’ perceptions of justice in the organizations they work in and the personality tendencies of individualism or collectivism they have. For that reason, firstly the concept of organizational justice and the values of collectivism and individualism were explained; their relationship was mentioned through theoretical and empirical studies in the literature. As measurement tool, survey method was used. The surveys were conducted on 133 academicians working at Bartin University which is one of the state universities in Turkey. As a result of doing reliability analysis and factor analysis, the last form of scale was given. The perceived organizational justice handled in the scale was composed of three dimensions which are distributive justice, procedural justice and interactional justice; and despite individualism and collectivism have four sub-dimensions (horizontal individualism, vertical individualism, horizontal collectivism and vertical collectivism) this was not taken into account in the study and they were discussed from only individualism and collectivism dimensions. In consequence of ANOVA analyses performed, it is found that there is a low relation between collectivism value and distributive justice as well as between individualism value and interactional justice. The findings of ANOVA analysis showed that in the demographic characteristics only the title variable groups showed significant differences between interactional justice and individualism. By multi-regression analysis, it is seen that as much as procedural justice increases the exhibited collectivism characteristic increases, in similar way as much as distributive justice increases the collectivism characteristic increases. There was no obvious significant correlation between individualism variable and justice dimensions.

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