PENGARUH SERVICE RECOVERY JUSTICE TERHADAP CUSTOMER AFFECTION, LOYALTY, DAN WORD-OF-MOUTH BAGI PELANGGAN LION AIR SURABAYA

  • Devin Wianto Jurusan Manajemen Pemasaran Fakultas Bisnis dan Ekonomika Universitas Surabaya
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Keywords: Perceived Justice, Customer Affection, Customer loyalty, Positive Word of Mouth, Service Failure Severity

Abstract

Penelitian ini bertujuan untuk mengetahui dan menganalisa dampak pengaruh service recovery justice terhadap customer affection, customer loyalty dan word of mouth pada Lion Air Surabaya, Indonesia. Pengolahan data dilakukan dengan menggunakan Structural Equation Modeling (SEM) dengan software AMOS 21. Teknik pengambilan sampel digunakan adalah purposive sampling. Data diperoleh secara langsung dari responden yang memenuhi persyaratan karakteristik populasi melalui penyebaran kuesioner. Jumlah sampel yang digunakan dalam penelitian ini berjumlah 220 responden. Hasil penelitian ini menunjukkan adanya pengaruh service recovery justice terhadap customer affection, loyalitas dan word of mouth pada Lion Air Surabaya, Indonesia. Pengaruh interactional justice terhadap customer affection dan pengaruh moderasi service failure severity dinyatakan tidak terdukung

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Published
2017-09-01