Media Riset Bisnis & Manajemen
Vol. 8 No. 1 (2008): Media Riset Bisnis & Manajemen

DAMPAK PEMULIHAN JASA TERHADAP KEPUASAN PELANGGAN: SEBUAH PERBANDINGAN ANTARA PELANGGAN YANG KOMPLAIN DAN PELANGGAN YANG TIDAK KOMPLAIN (STUDIKASUS: SERVICE CENTER ESIA DIMARGONDA DEPOK)

Rusli Fauzan (Unknown)
Rizal Edy Halim (Unknown)



Article Info

Publish Date
20 Apr 2008

Abstract

Nowadays, the industry of telecommunication service provider in Indonesia is thriving. Telecommunication operators, both GSM-based and CDMA-based, compete for bigger share of the market. We can see that there are a lot of packages and added features offered. However, service failures still occur that requires providers to do service recoveries. Good service recovery after service failure occurrences is identified in the service industry as one of the key for customer loyalty.This research aims to determine the effect of dimensions of justice toward the customer satisfaction in the service recovery of Indonesian telecommunication provider, in this case ESIA, and compares the customer satisfaction of each customer by trust, word of mouth and customer loyalty between complaining and non-complaining customer.The result shows that customer complaint influenced by two variables from dimensions of justice through interactional justice and distributive justice. Besides that, result shows that service recovery satisfaction influences customer response after service recovery is completed, in form of trust, word of mouth and customer loyalty.Keywords: Seivice recovery, Customer satisfaction, Customer complaint

Copyrights © 2008






Journal Info

Abbrev

mrbm

Publisher

Subject

Economics, Econometrics & Finance

Description

Media Riset Bisnis & Manajemen is a research media that is published based on OJS. MRBM is a research media owned by the Trisakti University Faculty of Economics and Business. MRBM was first published in 2001. In 2008 MRBM was once nationally accredited. The focus and scope of this research media ...