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 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 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 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 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.

KEADILAN DISTRIBUTIF, KEADILAN PROSEDURAL, KEADILAN INTERAKSIONAL KOMPENSASI DAN KOMITMEN KARYAWAN

2013 ◽  
Vol 8 (1) ◽  
pp. 1
Author(s):  
R. Philipus Lewis
Keyword(s):  
Distributive Justice ◽  
Procedural Justice ◽  
Multiple Regression ◽  
Interactional Justice ◽  
Primary Data

The purpose of this study is to examine the effect of distributive justice, procedural justice, and interactional justice of compensation on employees’ commitment. Primary data have been collected from 53 consultant companies’ employees. Multiple regression is used for testing three hypotheses. The results show that compensation distributive justice and interactional justice have effect on employees’ commitment, while compensation procedural justice show no such effect. Keywords: distributive justice, procederal justice, interactional justice, employees’ commitment

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 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 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.

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