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

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

Downloads

Download data is not yet available.

References

Amro A. Maher Rana Sobh , 2014,"The role of collective angst during and after a service failure", Journal of Services Marketing, Vol. 28 Iss 3 pp. 223 – 232

Beomjoon Choi Beom-Jin Choi, 2014, “The effects of perceived service recovery justice on customer affection, loyalty, and word-of mouth”, European Journal of Marketing, Vol.48 lss 1/2 pp. 108-131

Bloemer,J., de Ruyter,K. And Wetzels, M. 1999, “Linking perceived service quality and service quality and service loyalty: a multi-dimensional perspective”, European Journal of Marketing, Vol.33 Nos 11/12, pp.1082-1106

Chan, Y.Y.Y. and E.W.T. Ngai, 2011. Conceptualising electronic word of mouth activity: An inputprocess-output perspective. Mark. Intell. Plann., 29(5): 488- 516

Chebat, J.C. and Slusarczyk, W. 2005, “How emotions mediate the effects of perceived justice on loyalty in service recovery situations: an empirical study”, Journal of Business Research, Vol. 58 No. 5, pp. 664-673.

Clark, Moira and Adrian Payne, “Relationship Marketing : Winning and Keeping Customer”, Harvard Business Review 1998.

De Matos, C.A. and Vargas Rossi, C.A. 2008, “Word-of-mouth communications in marketing: a meta-analytic review of the antecedents and moderators”, Journal of Academy of Marketing Science, Vol. 36 No. 4, pp. 578-596.

De Matos, C.A., Vargas Rossi, C.A., Veiga, R.T. and Vieira, V.A. 2009, “Consumer reaction to service failure and recovery: the moderating role of attitude toward complaining”, Journal of Services Marketing, Vol. 23 Nos 6-7, pp. 462-474.

Ferdinand, Augusty. 2002. Structural Equation Modelling dalam Penelitian Manajemen. Semarang:FE UNDIP.

Kotler, Philip. Marketing Management, Prentice Hall International, Inc., Millenium Edition, New Jersey, 2000

Lovelock, Christopher and Lauren Wright, Principles of Service Marketing and Management, Prentice Hall, Inc., New Jersey, 1999

Hair, et al.2006. Multivariate Data Analysis 6th Ed. New Jersey: Pearson education

Harrison-Walker, L.J. 2012. The role of cause and effect in service failure, Journal of Services Marketing, 26 (2), pp. 115-123.

Homburg, C. and Fu ¨rst, A. 2005, “How organizational complaint handling drives customer loyalty: an analysis of the mechanistic and the organic approach”, Journal of Marketing, Vol. 69 No. 2, pp. 95-114.

L. Jean Harrison-Walker, 2012,"The role of cause and affect in service failure", Journal of Services Marketing, Vol. 26 Iss 2 pp. 115 – 123
Published
2017-09-01
How to Cite
WIANTO, Devin. PENGARUH SERVICE RECOVERY JUSTICE TERHADAP CUSTOMER AFFECTION, LOYALTY, DAN WORD-OF-MOUTH BAGI PELANGGAN LION AIR SURABAYA. CALYPTRA, [S.l.], v. 6, n. 2, p. Hal. 1310 – 1328, sep. 2017. ISSN 2302-8203. Available at: <http://journal.ubaya.ac.id/index.php/jimus/article/view/1061>. Date accessed: 18 june 2018.