scholarly journals Gambaran Tingkat Kepuasan Pasien dalam Penanganan Keluhan (Service Recovery) Rawat Inap di RSUD Rasidin Kota Padang

2019 ◽  
Vol 8 (3) ◽  
pp. 599
Author(s):  
R Nona Millani ◽  
Rima Semiarty ◽  
Rizanda Machmud
Keyword(s):  
Performance Analysis ◽  
Distributive Justice ◽  
Procedural Justice ◽  
Service Recovery ◽  
Interactional Justice ◽  
Cross Sectional

Penanganan keluhan di RSUD Rasidin masih menjadi permasalahan, hasil observasi tahun 2018 masih terdapat beberapa keluhan pasien terhadap pelayanan di ruang rawat inap. Hal ini dapat dilihat dari survey Indeks Kepuasan Masyarakat terhadap penanganan keluhan masih dibawah standar yaitu 76,56 artinya kinerja dari unit pelayanan masih kurang baik. Tujuan penelitian ini adalah menganalisis tingkat kepuasan pasien dalam penanganan keluhan (Service Recovery) di RSUD Rasidin Kota Padang. Jenis penelitian ini merupakan penelitian cross sectional dengan instrument penelitian kuisioner terhadap 155 responden rawat inap di RSUD Rasidin Kota Padang. Variabel yang diukur yaitu Procedural Justice, Interactional Justice dan Distributive Justice. Analisis data menggunakan importance performance analysis dengan diagram kartesius sehingga didapatkan pemetaan alur permasalahan. Hasil penelitian menunjukkan 26% responden mendapatkan pelayanan kurang baik dan masih ada beberapa keluhan yang harus menjadi prioritas utama untuk ditingkatkan dari atribut Interactional Justice dan Distributive Justice diantaranya keahlian dokter dalam memberikan informasi mengenai masalah kesehatan penyakit yang diderita pasien, keahlian doker dalam menanyakan keluhan pasien, keahlian perawat dalam memberikan informasi mengenai masalah kesehatan penyakit yang diderita pasien, dan komunikasi antara pasien dengan dokter. Keempat atribut ini lebih menekankan kepada perilaku dan komunikasi yang kurang baik antara tenaga medis dengan pasien.

scholarly journals Gambaran Tingkat Kepuasan Pasien dalam Penanganan Keluhan (Service Recovery) Rawat Inap di RSUD Rasidin Kota Padang

2019 ◽  
Vol 8 (3) ◽  
pp. 599
Author(s):  
R Nona Millani ◽  
Rima Semiarty ◽  
Rizanda Machmud
Keyword(s):  
Performance Analysis ◽  
Distributive Justice ◽  
Procedural Justice ◽  
Service Recovery ◽  
Interactional Justice ◽  
Cross Sectional

Penanganan keluhan di RSUD Rasidin masih menjadi permasalahan, hasil observasi tahun 2018 masih terdapat beberapa keluhan pasien terhadap pelayanan di ruang rawat inap. Hal ini dapat dilihat dari survey Indeks Kepuasan Masyarakat terhadap penanganan keluhan masih dibawah standar yaitu 76,56 artinya kinerja dari unit pelayanan masih kurang baik. Tujuan penelitian ini adalah menganalisis tingkat kepuasan pasien dalam penanganan keluhan (Service Recovery) di RSUD Rasidin Kota Padang. Jenis penelitian ini merupakan penelitian cross sectional dengan instrument penelitian kuisioner terhadap 155 responden rawat inap di RSUD Rasidin Kota Padang. Variabel yang diukur yaitu Procedural Justice, Interactional Justice dan Distributive Justice. Analisis data menggunakan importance performance analysis dengan diagram kartesius sehingga didapatkan pemetaan alur permasalahan. Hasil penelitian menunjukkan 26% responden mendapatkan pelayanan kurang baik dan masih ada beberapa keluhan yang harus menjadi prioritas utama untuk ditingkatkan dari atribut Interactional Justice dan Distributive Justice diantaranya keahlian dokter dalam memberikan informasi mengenai masalah kesehatan penyakit yang diderita pasien, keahlian doker dalam menanyakan keluhan pasien, keahlian perawat dalam memberikan informasi mengenai masalah kesehatan penyakit yang diderita pasien, dan komunikasi antara pasien dengan dokter. Keempat atribut ini lebih menekankan kepada perilaku dan komunikasi yang kurang baik antara tenaga medis dengan pasien.

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 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 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 The Effects of Perceived Justice and Emotions on Service Recovery Satisfaction on Indonesian Ecommerce Customers

2020 ◽  
Vol 16 (1) ◽  
pp. 38-48
Author(s):  
Fatimah Azzahro ◽  
Putu Wuri Handayani ◽  
Sandya Sekar Murti ◽  
Satrio Baskoro Yudhoatmojo
Keyword(s):  
Distributive Justice ◽  
Procedural Justice ◽  
Structural Equation ◽  
Positive Emotions ◽  
Online Survey ◽  
Service Recovery ◽  
Interactional Justice ◽  
Perceived Justice ◽  
Equation Modelling ◽  
Recovery Satisfaction

This study aims to analyze the effects of justice theory and emotions on service recovery satisfaction of Indonesian e-commerce customers. The factors used in this study are distributive justice, procedural justice, interactional justice, as cognitive aspect. Positive emotions and negative emotions are the factors used as affective aspect. This study used quantitative approach in the form of online survey. The total amount of data used in this study are 601 data. The respondents are Indonesian B2C or C2C e-commerce customer who filed a complaint directly to the B2C or C2C e-commerce at least once and receives a response at least once. Covariance-based structural equation modelling is used to analyze the data. The analysis results show that distributive justice, procedural justice, interactional justice, and positive emotions affect service recovery satisfaction. The results of this study can help Indonesian B2C & C2C e-commerce to understand service recovery from the perspective of customers, so satisfactory service recovery can be implemented.

scholarly journals The Influence of Perceived Organisational Justice on Customer’s Trust: An Overview of Public Higher Educational Students

2019 ◽  
Vol 3 (3) ◽  
pp. 1-8
Author(s):  
Nor Sabrena Norizan ◽  
Keyword(s):  
Distributive Justice ◽  
Procedural Justice ◽  
Recovery Period ◽  
Service Recovery ◽  
Interactional Justice ◽  
Primary Data ◽  
Organisational Justice ◽  
Customer Switching ◽  
Customer Trust ◽  
Survey Questionnaires

This paper focused on the issues of customer’s trust within the telecommunication industry in Malaysia. This paper looked into the importance of perceived organisational justices towards customer trust. In the event of service recovery, it is important for the managers to monitor closely the current processes (procedural justice), outcomes (distributive justice) and the communication between employee and customer (interactional justice). This with help the organisation to maintain customer loyalty and minimize customer switching to a different mobile provider. Primary data is collected through survey questionnaires from 181 customers who are the major mobile users in the industry. Likert scales were used and all variables demonstrated good values of consistency. This study found that, procedural justice, distributive justice and interactional justice are all having significant relationship towards customer trust. It is an indication that perceived organisational justice is an important antecedent for customer trust especially during service recovery period.

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 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.

Pengaruh Persepsi Keadilan terhadapKinerja Distributor PT X dengan Ketergantungan sebagai Variabel Moderating

2020 ◽  
Vol 22 (2) ◽  
pp. 268-285
Author(s):  
Icuk Hertanto ◽  
Ade Witoyo
Keyword(s):  
Distributive Justice ◽  
Procedural Justice ◽  
Organizational Justice ◽  
Total Population ◽  
Interactional Justice ◽  
Market Control ◽  
Eastern Indonesia ◽  
Positive Effect

Abstract: PT. X companies engaged in the national cement productionsector which are the market leaders in Indonesia which control the islandsof Java, Bali, Kalimantan and parts of Eastern Indonesia. The result of thisproduct tends to be a commodity product. So, to maintain market control isto maintain the level of availability of cement products. With suchchallenges, PT. X must maintain good relations with its distribution network.One important factor in maintaining good relations between suppliers andbuyers is the Perception of Organizational Justice that exists in both. Thepurpose of this study was to analyze the effect of perceptions oforganizational justice on the performance of the distributors of PT. X withdependence as moderating variable. This research is a quantitative studywith a total population of all distributors of PT. X. This study concludes thatorganizational justice has a positive effect on distributor performance, andthis influence is not moderated by dependency.Keywords: distributor performance, procedural justice, distributive justice,interactional justice, organizational justice, dependency.

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