scholarly journals FAKTOR-FAKTOR YANG MEMPENGARUHI KUNJUNGAN WISATAWAN KE OBJEK WISATA SYARIAH DI SUMATERA BARAT

2018 ◽  
Author(s):  
Romy Yohan Putra ◽  
Berri Brilliant Albar ◽  
Liza Zulbahri
Keyword(s):  
Distributive Justice ◽  
Procedural Justice ◽  
Interactional Justice ◽  
Cluster Sampling

Penelitian ini bertujuan untuk mengetahui dan menganalisis pengaruh distributive justice, procedural justice, dan interactional justice secara parsial dan simultan terhadap terhadap kepuasan pelanggan PDAM Kota Padang. Metode penelitian yang digunakan adalah kuantitatif deskriptif. Teknik pengambilan sampel yang digunakan adalah cluster sampling, sehingga dari seluruh populasi tersebut digunakan sampel dalam penelitian ini sebanyak 100 responden, metode pengumpulan data yang digunakan adalah observasi, dan angket. Teknik analisis data yang digunakan adalah regresi linear berganda, uji t, uji F dan koefisien deteminasi. Berdasarkan hasil uji yang dilakukan secara parsial ditemukan bahwa variabel distributive justice (X1) berpengaruh secara negatif dan signifikan terhadap kepuasan pelanggan PDAM Kota Padang, procedural justice (X2) berpengaruh secara positif dan signifikan terhadap kepuasan pelanggan PDAM Kota Padang dan variabel interactioanal justice(X3) berpengaruh secara positif dan signifikan terhadap kepuasan pelanggan PDAM Kota Padang, karena nilai signifikan < 0,05. Sedangkan hasil pengujian secara bersamaan menggunakan uji F ditemukan bahwa variabel distributive justice (X1), procedural justice (X2) dan interactional justice (X3), secara bersamaan berpengaruh signifikan terhadap kepuasan pelanggan PDAM Kota Padang dengan nilai signifikan < 0,05, sementara nilai koefisien determinasi terdapat pada nilaiAdjusted R-Square sebesar 13,4% sedangkan sisanya 86,6% dijelaskan oleh variabel lain yang tidak dibahas dalam penelitian ini.

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.

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>

The effects of interpersonal attraction on service justice

2018 ◽  
Vol 32 (6) ◽  
pp. 728-738 ◽  
Author(s):  
Kwon-Soo Kim
Keyword(s):  
Distributive Justice ◽  
Procedural Justice ◽  
Negative Impact ◽  
Interpersonal Attraction ◽  
Interactional Justice ◽  
Social Attraction ◽  
Content Type ◽  
Service Staff ◽  
Physical Attraction ◽  
And Task

Purpose This study aims to examine the effects of physical attraction, social attraction and task attraction, which are interpersonal attraction components of service staff, on interactional justice, procedural justice and distributive justice, all of which are components of service justice. Design/methodology/approach This study was conducted after deriving measurement tools through two preliminary studies. The research sample was made by those who have visited the restaurant where the service staff provides services directly to the customers. Respondents were instructed by investigators to complete the questionnaire based on their most recent visit to the most visited restaurants in the past three months. They received a $5 gift voucher after completing the questionnaire. Findings Physical attraction negatively affected interactional justice, procedural justice and distributive justice. Social attraction had a negative impact on procedural justice. Task attraction had the greatest positive impact on all service justice factors. Practical implications To attract customers’ positive perceptions of service execution and outcomes, task attraction should be considered first rather than physical attraction and social attraction of service staff. Originality/value This study expanded the scope of research on interpersonal attraction by studying physical attraction, social attraction and task attraction as interpersonal attraction factors at service encounters, and on service justice by setting the interpersonal attraction as a variable affecting service justice.

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 How Compassion and Justice Mediate the effect of Ethical Leadership on Interpersonal Citizenship Behavior (OCBI)

2021 ◽  
Vol 7 (2) ◽  
pp. 28
Author(s):  
Fakeha Anwer ◽  
Danish Ahmed Siddiqui
Keyword(s):  
Distributive Justice ◽  
Procedural Justice ◽  
Organizational Justice ◽  
Ethical Leadership ◽  
Interactional Justice ◽  
Empathic Concern ◽  
Mediating Effect ◽  
Citizenship Behavior ◽  
Equation Modeling ◽  
Common Humanity

While many analysts have directed few investigations on the influence of ethical leadership on the behavior of citizenship, in different contexts, however, not much is known about the moral components make it possible to produce follow-up findings as Organizational Citizenship Behavior(OCBs) for leaders, especially, Interpersonal OCBs (OCBI). For this, we suggested a hypothetical structure, thereby adapting Zoghbi-Manrique-de-Lara and Viera-Armas (2019) model to include Organizational Justice. Therefore, we intend to study the association of Ethical Leadership with OCBI empirically while in the view of various determining factors of Workplace Compassion (i.e. empathic concern, common humanity, mindfulness, and kindness), and Organizational Justice (i.e. procedural justice, distributive justice, and interactional justice) as mediating variables. Empirical validity was recognized; by directing a review utilizing a standardized close-ended questionnaire. Using Confirmatory Factor Analysis (CFA) and Structured Equation Modeling (SEM), information was collected from 350 employees and investigated. Both direct and indirect effect was tested; by using Structural Equation Modeling (SEM) via SmartPLS software. Thus, the results revealed that: except for Common Humanity, ethical leadership remained significantly and positively connected with all factors of Workplace Compassion (Empathic Concern, Mindfulness, and Kindness), as well as with all three-factor of Organizational Justice (Procedural Justice, Distributive Justice, and Interactional Justice. However, ethical leadership seems to hurt the Mindfulness factor. Also, among compassion determinants, only Empathic Concern seems to affect OCBI. Whereas only interactional justice has a significant positive association with OCBI; further, the findings revealed that there is an insignificant mediating effect of workplace compassion and organizational justice in the ethical leadership relationship with OCBI. Hence, the investigation has portrayed significant ramifications for the organizations.

scholarly journals Increasing Knowledge Transfer to Employees Through Organizational Justice with Affective Commitment as Mediator

2021 ◽  
Vol 12 (2) ◽  
pp. Layouting
Author(s):  
Fawzi Rizki Pradana ◽  
Heru Kurnianto Tjahjono ◽  
Nuryakin Nuryakin
Keyword(s):  
Knowledge Transfer ◽  
Distributive Justice ◽  
Procedural Justice ◽  
Organizational Justice ◽  
Affective Commitment ◽  
Model Development ◽  
Interactional Justice ◽  
Exploratory Research ◽  
Research Model ◽  
Study Results

Research aims: This study aims to determine the mediation of affective commitment on the effects of organizational justice, consisting of distributive justice, procedural justice, and interactional justice, on the knowledge transfer to employees at Diskominfo Kebumen Regency. The purpose of this research is also to find out the effect of distributive, procedural, and interactional justice on affective commitment, the effect of affective commitment on knowledge transfer, and the mediating role of affective commitment in the relationship between distributive, procedural, and interactional justice on knowledge transfer.Design/Methodology/Approach: This study used a quantitative approach with the path analysis method. Respondents in this study were employees at Diskominfo Kebumen. The sample used was 78 respondents who were taken by the total sampling technique.Research findings: This study found that distributive justice, procedural justice, and interactional justice significantly and directly affected affective commitment. The study results also showed a significant direct effect of affective commitment on knowledge transfer. Also, distributive justice, procedural justice, and interactional justice indirectly affected knowledge transfer through the mediation of affective commitment.Theoretical contribution: There are few previous studies on distributive, procedural, and interactional justice variables. The difference in this research lies in the research model development and the existing respondents’ characteristics.Practitioner/Policy implication: Based on this research, Diskominfo Kebumen, in the future, can pay attention to the variable aspects of this research in the decision-making process and the development of employee capabilities.Research limitation/Implication: The limitation in this study is that there are still few references related to variables, so mediation is needed. For example, no research addresses the direct relationship between knowledge transfer and organizational justice. Therefore, the scope for exploratory research is limited, and the research model and analysis methods must be adjusted.

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.

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