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 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 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.

Perceived justice, service satisfaction and behavior intentions following service recovery efforts in a South African retail banking context

2017 ◽  
Vol 35 (2) ◽  
pp. 241-253 ◽  
Author(s):  
Daniel J. Petzer ◽  
Christine F. De Meyer-Heydenrych ◽  
Göran Svensson
Keyword(s):  
South African ◽  
Service Failure ◽  
Service Recovery ◽  
Interactional Justice ◽  
Retail Banking ◽  
Service Satisfaction ◽  
Research Model ◽  
Content Type ◽  
Perceived Justice ◽  
Customer Complaint

Purpose The interactional and distributive dimensions of perceived justice as one of its objectives are to reveal the link between perceived justice and service satisfaction (SS). The purpose of this paper is to consider the influence of the perceived justice that South African retail bank customers experience based on the service recovery efforts of these banks in response to their complaints, the customers’ SS, and, consequently, the behavioral intention (BI) toward these banks. Design/methodology/approach This study focuses on the perceived justice construct where a service failure has occurred followed by a customer complaint and a resultant service provider response. In total, 281 respondents completed a structured self-administered questionnaire. Findings The study found that interactional and distributive justice (DJ) experienced in response to the service recovery efforts of a bank significantly and positively influence SS, and that SS in turn significantly and positively influences the BI of these customers. However, it was found that interactional and DJ had no direct effect on BI. Research limitations/implications The research model tested addresses the interfaces between service receivers’ perception of interactional justice, distributional justice and SS as well as the interface between SS and BI. The tested research model indicates that both are interrelated through SS. Practical implications It is evident from the findings that retail banks should utilize the service encounter that follows a customer complaint as a desirable prospect to implement strategies to recover from service failures in an effort to bring about perceived justice that will ultimately influence customers’ levels of SS and BI. Originality/value This study makes a complementary contribution to previous studies and existing theory building a nomological framework of constructs in service encounters consisting of service receivers’ perceived justice, SS and BI.

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 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 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 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.

Role of the perceived justice of service recovery: A comparison of first-time and repeat visitors

2017 ◽  
Vol 19 (1) ◽  
pp. 98-111 ◽  
Author(s):  
Peng Chen ◽  
Yeong Gug Kim
Keyword(s):  
Procedural Justice ◽  
Structural Equation ◽  
Positive Emotion ◽  
Negative Emotion ◽  
Service Recovery ◽  
Interactional Justice ◽  
Equation Modeling ◽  
Perceived Justice ◽  
First Time

The objectives of this study are to determine the effects of perceived justice on customers’ emotional response, which influences customer behavior, and to identify any distinction between first-time and repeat visitors’ perspectives of service recovery. After 550 self-administered questionnaires were distributed, 477 usable questionnaires were obtained. The relationships among seven constructs (distributive justice, procedural justice, interactional justice, positive emotion, negative emotion, overall satisfaction, and word-of-mouth intention) were measured using structural equation modeling, and the moderating role of first-time and repeat visitors in the relationships among constructs was determined. Although there are no significant relationships between procedural justice or interactional justice and negative emotion, other paths were significant. In addition, the moderating function of first-time and repeat visitors had significant impact on the relationships of positive emotion and negative emotion with overall satisfaction.

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