Computer File

Pengaruh Service Recovery Pada Kepuasan Pelanggan : Studi Kasus AUTO2000 Bandung

The primary objective of this study is to investigate the effects of service recovery on customer satisfaction. Specifically, it examines the perception of ”justice” in service recovery and how it affects the level of satisfaction and behavioral outcomes. In addition, the study also explores whether the ”recovery paradox” exitsts. Data were collected through a survey using a structured questionnaire. The 152 respondents were analyzed according to whether they did or did not make a complaint to the service providers. The findings showed that the complainants’ level satisfaction with service recovery was not significantly yet affected by perceived justice. The behavioral 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 service
recovery. T-test indicated that respondents who were initially satisfied with the service did not expressed greater trust, loyalty, and positive WOM compared with the satisfied complainants.

Ketersediaan

Informasi Detail

Judul Seri

JURNAL ADMINISTRASI BISNIS; Vol.6 No.1 2010

No. Panggil

-

Penerbit

Bandung : Center for Business Studies, Program Studi Ilmu Administrasi Bisnis, FISIP, UNPAR., 2010

Deskripsi Fisik

p. 22-42

Bahasa

Indonesia

ISBN/ISSN

-

Klasifikasi

-

Tipe Isi

-

Tipe Media

-

Tipe Pembawa

-

Edisi

-

Subjek

CUSTOMER SATISFACTION
SERVICE RECOVERY
COMPLAINT

Info Detail Spesifik

-

Pernyataan Tanggungjawab

Nurhayati Surbakti, Maria Widyarini

Versi lain/terkait

Lampiran Berkas

Komentar