Analisis pengaruh service recovery terhadap loyalitas pelanggan dalam jasa telepon seluler
Abstract: 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.
Keywords: Service Recovery,
Service Failure, Customer Satisfaction, Trust, Customer Loyalty
Penulis: Mia Antika
Kode Jurnal: jpmanajemendd170342
