PENGARUH SERVICE RECOVERY JUSTICE TERHADAP CUSTOMER AFFECTION, LOYALTY, DAN WORD-OF-MOUTH BAGI PELANGGAN LION AIR 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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References
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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
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
Section
Bidang Manajemen (M)
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