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 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 The Impact of Service Recovery Strategies and Justice Theory upon Customer Satisfaction in Airline Industry of Pakistan.

2019 ◽  
pp. 25-38
Author(s):  
Muhammad Hassan Waheed ◽  
Naimat Ullah Khan
Keyword(s):  
Customer Satisfaction ◽  
Procedural Justice ◽  
Airline Industry ◽  
Service Failure ◽  
Service Recovery ◽  
Interactional Justice ◽  
Justice Theory ◽  
Recovery Strategies ◽  
Front Desk ◽  
The Impact

With the rapid growth of the services industry in Pakistan which is more than fifty percent of GDP, organizations focus more on their service recovery strategies to keep high the level of customer satisfaction. The basic theme of this research is to judge the customer satisfaction with respect to the elements of Justice Theory (Distributional, Interactional and Procedural Justice) and Service Recovery Strategies, SRS (Apology, Compensation, and Speed). For this purpose, the data is collected with the help of a questionnaire from 115 passengers at Peshawar Airport Pakistan. The results show that all three elements of SRS (Compensation, Speed, and Apology) and two components of Justice Theory (Interactional and Distributive) have a significant positive relationship with customer satisfaction. The only element that has shown insignificant value is procedural justice. The results also indicate that the compensation element of service recovery and interactional justice of Justice Theory have a higher impact on customer after facing a service failure from any Airline company during traveling. The findings suggests that companies should invest more in their front desk employees and should have a recovery strategy that has a major focus on compensation – an element of justice theory – for losses.

scholarly journals Pengaruh Service Recovery terhadap Customer Satisfaction pada Hotel Royal Jember

2019 ◽  
Vol 18 (2) ◽  
pp. 75
Author(s):  
Luccy Avrindy Ragilia Putri ◽  
Bambang Irawan ◽  
Elok Sri Utami
Keyword(s):  
Logistic Regression ◽  
Regression Analysis ◽  
Customer Satisfaction ◽  
Distributive Justice ◽  
Procedural Justice ◽  
Service Recovery ◽  
Secondary Data ◽  
Interactional Justice ◽  
Primary Data ◽  
Analysis Method

This article aims to determine the effect of service recovery consisting of procedural justice, interactional justice and distributive justice on customer satisfaction in guests Hotel Royal Jember. Methods of data collection is done by distributing questionnaires to 104 respondents who are guests Hotel Royal Jember with the following criteria must be at least 17 years because they have had the income and memampu use the services of the hotel and was the guest of Hotel Royal Jember ever experienced keluihan when using the services of Hotel Royal Jember , The data used in this study are primary data and secondary data. The data analysis method used is logistic regression analysis. The results showed that the variables used are service recovery consisting of procedural justice, interactional justice and distributive justice effect on customer satisfaction in guests Hotel Royal Jember Keywords: Distributive Justice, Interactional Justice, Procedural Justice, Customer Satisfaction.

scholarly journals PENGARUH KUALITAS PELAYANAN (DISTRIBUTIVE JUSTICE, PROCEDURAL JUSTICE, INTERNATIONAL JUSTICE)TERHADAP KEPUASAN NASABAH

2021 ◽  
Vol 4 (1) ◽  
pp. 449-459
Author(s):  
Sarida Sirait ◽  
◽  
Calen Calen ◽  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Distributive Justice ◽  
Procedural Justice ◽  
Banking Sector ◽  
Service Recovery ◽  
Interactional Justice ◽  
Coefficient Of Determination ◽  
Customer Complaints ◽  
Banking Business

echnological developments are so fast and fast that all banks are increasingly trying to provide excellent service to customers who are the spearhead of the banking business. The high competition in the banking business and the heterogeneous condition of customers make the management have to make efforts to improve services. the inability of banks to deal with customer complaints makes customers dissatisfied and shifting. The large costs associated with service recovery have prevented the banking sector from responding quickly to various customer complaints or customers. The purpose of this study is to determine the extent to which service recovery can improve banking services. The independent variable (independent) in this study is service quality (X), namely the application of service recovery strategies consisting of distributive justice, procedural justice, and interactional justice. Meanwhile, the determining variable (dependent) is customer satisfaction (Y) at Bank BRI Pasar Horas Unit. The analytical technique used in this study is linear regression to see how much influence the variable X has on Y. The results of data processing using SPSS are that X has a significant positive effect on Y with a significance value of 0.00 and a coefficient of determination (R Square) of 0.772. The magnitude of the coefficient of determination of 0.772 is equal to 77.2%, this figure implies that quality affects customer satisfaction by 77.2%Keywords: service quality, customer satisfaction, service recovery

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 The Effect Of Perceived Justice On Customer Satisfaction In The Service Recovery Context: Testing Mediating Variables

2012 ◽  
Vol 5 (2) ◽  
pp. 87-100 ◽  
Author(s):  
Jeanne Ellyawati ◽  
Bernardinus M. Purwanto ◽  
Basu Swastha Dharmmesta
Keyword(s):  
Customer Satisfaction ◽  
Service Failure ◽  
Negative Emotions ◽  
Service Recovery ◽  
Interactional Justice ◽  
Theory And Practice ◽  
Perceived Justice ◽  
Recovery Satisfaction ◽  
Mediating Variables ◽  
The Impact

This study examines the impact of service failure through the model of service recovery evaluation. The study focuses on the concept of justice theory to determine the influence of emotions on the three dimensions of justice (distributive, procedural, and interactional) for consumer satisfaction. The study considered a sample of 102 retailers in the Yogyakarta region in Indonesia, whose customers had experienced service failure and received service recovery. This study hypothesizes that perceived justice will significantly affect customer satisfaction directly in the context of service recovery satisfaction. It is further hypothesized that there will be a significant indirect effect of perceived justice on customer satisfaction in the context of service recovery satisfaction through emotions. This study employs the hierarchical regression model and shows that perceived justice (distributive, procedural, and interactional) significantly and directly affects customer satisfaction. Further findings indicate that perceived justice also significantly and indirectly affects customer satisfaction. Positive emotions influence the effect of perceived justice on customer satisfaction. Negative emotions only mediate between perceived procedural justice and satisfaction. Thus, negative emotions do not elicit perceived distributive and interactional justice to unsatisfied retailer as consumers. The mediating variables are only partial mediations. The findings hold significant implications for the theory and practice of service recovery management, especially for retailers and service providers.

scholarly journals Freight Forwarding Company: The Effect of Service Failure, Recovery, Satisfaction, and Customer Loyalty

2021 ◽  
Vol 14 (2) ◽  
pp. 179
Author(s):  
Adi Yudi ◽  
Endang Ruswanti
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Quantitative Methods ◽  
Service Failure ◽  
Service Recovery ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Equation Modeling ◽  
The Impact

This study will examine the relationship between the impact of service failure and service recovery on customer satisfaction and loyalty. The research objective was to determine the effect of service failure can be up to customer loyalty. The object of this research is customers who use expedition services located in Jakarta. This research method uses quantitative methods using a questionnaire measuring instrument. The sampling technique used is simple random sampling. To analyze the data using SEM (Structural Equation Modeling) analysis tools with Lisrel. The results of this study conclude that, first, service failure affects service recovery. Secondly, service recovery affects customer loyalty. Third, service recovery affects customer satisfaction, and the last fourth of customer satisfaction also affects customer loyalty.

scholarly journals Analisis Service Recovery Layanan Indihome Triple Play Kota Bandung Menggunakan Metode Customer Satisfaction Index (CSI) dan Importance Performance Analysis (IPA)

2018 ◽  
Vol 15 (2) ◽  
pp. 119-126
Author(s):  
Faishal Pambudi ◽  
Erni Martini
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Distributive Justice ◽  
Call Center ◽  
Service Failure ◽  
Service Recovery ◽  
Interactional Justice ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Triple Play

Tujuan penelitian Layanan IndiHome Triple Play oleh PT Telkom diluncurkan tahun 2015. Sejak kemunculannya, permasalahan kegagalan dalam memberikan pelayanan untuk konsumen (service failure) menjadi masalah yang dhadapi perusahaan. Sampai 2017, terdapat ribuan keluhan yang disampaikan melalui call center yang belum teratasi. Penelitian ini bermaksud untuk menganalisis pemulihan layanan (service recovery) yang dilakukan PT Telkom terkait penyelesaian keluhan pelanggan IndiHome Triple Play.Desain/Metodologi/Pendekatan – Penelitian ini dilakukan di Kota Bandung yang memiliki jumlah terbesar pengguna layanan Indihome dan juga keluhan terbanyak periode 2016 - 2017. Populasi penelitian ini adalah pengguna Indihome Triple Play yang pernah mengadukan masalah layanan yang dihadapi ke layanan call center 147 dan atau Grapari. Sampel yang digunakan pada penelitian ini adalah 388 responden, dengan teknik pengambilan sampel purposive sampling. Metode analisis data yang digunakan adalah Customer Satisfaction Index (CSI) dan Importance Performance Analysis (IPA).Temuan – Berdasarkan hasil CSI, konsumen Indihome Triple Play merasa cukup puas dengan layanan yang diberikan. Sedangkan berdasarkan IPA, PT Telkom perlu memperbaiki 5 item layanan mereka yaitu memberikan solusi permasalahan yang dirasakan konsumen, perlunya penjelasan dari PT Telkom atas masalah yang timbul, perlunya tindak lanjut dari keluhan yang disampaikan, kurangnya upaya perwakilan perusahaan untuk menyelesaikan masalah yang dihadapi konsumen, dan tidak adanya informasi penyelesaian masalah yang telah dilakukan PT Telkom.Keterbatasan penelitian – Penelitian ini dilakukan di Kota Bandung, penelitian selanjutnya dapat membandingkan dengan hasil di kota lainnya di Indonesia. Penelitian selanjutnya juga dapat menggunakan metode analisis korelasi untuk meneliti pengaruh service recovery terhadap kepuasan pelanggan..Originality/value – Artikel ini meneliti kepuasan pelanggan berdasarkan pada pemulihan layanan yang dilakukan perusahaan yaitu dimensi Distributive Justice, Procedural Justice, dan Interactional Justice yang kajiannya masih dapat berkembang lagi di industri lainnya selain telekomunikasi.

scholarly journals Customer Satisfaction and Customer Loyalty: Leading Super Markets in Jaffna District, Sri Lanka

2017 ◽  
Vol 8 (2) ◽  
pp. 67
Author(s):  
Kumaradeepan V. ◽  
Pathmini, M G S
Keyword(s):  
Social Sciences ◽  
Regression Analysis ◽  
Sri Lanka ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Quantitative Method ◽  
Sampling Technique ◽  
Primary Data ◽  
The Impact

The topic of the research is Customer Satisfaction (CS) and Customer Loyalty (CL); special reference to the leading supermarkets in Jaffna. The objective of the research is to identify the impact of Customer Satisfaction on Customer Loyalty of leading Supermarkets in Jaffna, Sri Lanka. The research is simply deductive approach to find out the impact between Customer satisfaction and Customer loyalty. Quantitative method is available based on primary data. At present there are 08 numbers of supermarkets functioning in Jaffna district and popular three were selected. Random sampling technique is used to collect the data from customers of supermarkets in selected area. The analysis is carried out using a sample of 240 customers in Jaffna and only 218 were taken to analyze. ‘Statistical Package for Social Sciences’ (SPSS) 22.0 version was used in order to analyze the data. Correlation was used to find the connection between Customer Satisfaction and Customer Loyalty. Also Regression analysis is used to predict the value of a variable based on the value of two or more other variables. Also found that about 40 percent connection between Customer Satisfaction and Customer Loyalty and also found around 16% affect by Customer satisfaction to Customer loyalty.

scholarly journals Managing online service recovery: procedures, justice and customer satisfaction

2016 ◽  
Vol 26 (6) ◽  
pp. 764-787 ◽  
Author(s):  
Jaywant Singh ◽  
Benedetta Crisafulli
Keyword(s):  
Customer Satisfaction ◽  
Service Recovery ◽  
Interactional Justice ◽  
Online Information ◽  
Online Service ◽  
Mediated Communication ◽  
Content Type ◽  
Recovery Strategies ◽  
The Impact ◽  
Information And Technology

Purpose The internet has changed the way services are delivered and has created new forms of customer-firm interactions. Whilst online service failures remain inevitable, the internet offers opportunities for delivering efficient service recovery through the online channel. Notwithstanding, research evidence on how firms can deliver online service recovery remains scarce. The purpose of this paper is to investigate the impact of two online service recovery strategies – online information and technology-mediated communication – on customer satisfaction, switching and word of mouth intentions. Design/methodology/approach A scenario-based experiment is employed. Data are analysed using partial least squares structural equation modelling. Findings Online information and technology-mediated interactions can be used as online service recovery strategies. When fair, online service recovery can restore customer satisfaction, lower switching and enhance positive word of mouth. Interactional justice delivered through technology-mediated communication is a strong predictor of satisfaction with online service recovery. Yet, customers in subscription services show greater expectations of online service recovery than those in non-subscription services. Research limitations/implications Further research could examine the impact of online service recovery on relational constructs, such as trust. Since customers participate in the online recovery process, future research could investigate the role of customers as co-creators of online service recovery. Practical implications Service managers should design online recovery strategies that meet customer need for interactional justice, for example, bespoke e-mails, and virtual chat communications with genuine customer care. Originality/value Online information and technology-mediated communication function as online service recovery strategies. Customer perceptions of justice towards online service recovery restore satisfaction, and encourage loyal behaviour.

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