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Nurhayati Surbakti
Jurusan Ilmu Administrasi Bisnis, Fakultas Ilmu Sosial dan Ilmu Politik, Universitas Katolik Parahyangan
Economics, Econometrics & Finance

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Pengaruh Service Recovery Pada Kepuasan Pelanggan : studi Kasus AUTO2000 Bandung Surbakti, Nurhayati; Widyarini, Maria
Jurnal Administrasi Bisnis Vol 6, No 1 (2010)
Publisher : Business Administration Study Program - Universitas Katolik Parahyangan

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Abstract

The primary objective of this study is to investigate the effects of service recoveryon customer satisfaction. Specifically, it examines the perception of ”justice” in ser-vice recovery and how it affects the level of satisfaction and behavioral outcomes.In addition, the study also explores whether the ”recovery paradox” exitsts. Datawere collected through a survey using a structured questionnaire. The 152 respon-dents were analyzed according to whether they did or did not make a complaint tothe service providers. The findings showed that the complainants’ level satisfactionwith service recovery was not significantly yet affected by perceived justice. Thebehavioral outcomes of the complainants in terms of trust, word-of-mouth (WOM)and loyalty were not either found to be affected by their satisfaction with the servicerecovery. T-test indicated that respondents who were initially satisfied with the ser-vice did not expressed greater trust, loyalty, and positive WOM compared with thesatisfied complainants.Keywords: customer satisfaction, service recovery, and complaint
Pengaruh Kredibilitas Pegawai dalam Komunikasi Interpersonal Terhadap Sikap Nasabah Pada Perusahaan Surbakti, Nurhayati; Silalahi, Siska Maria Eviline
Jurnal Administrasi Bisnis Vol 4, No 1 (2008)
Publisher : Business Administration Study Program - Universitas Katolik Parahyangan

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Abstract

To communicate and create good relationship with its customers, a company’s employeesmust always make an effort to understand and serve the customers so they aresatisfy and loyal. In order to get effective interpersonal communication adequate withits customers, the employees must focus on confidence, immediacy, interaction management,expressiveness, and other orientation. The main purpose of the research,using association method, is to show the employees role as the communicator sothe customers can trust them. The result shows that the employees’ credibility oninterpersonal communication and customers’ attitude are quite good and there issignificant correlation between them.Keywords: Employee Credibility, Interpersonal Communication, Customer Attitude
Co-Authors Maria Widyarini Siska Maria Eviline Silalahi