PENGARUH PERSEPSI KEADILAN DALAM PEMULIHAN LAYANAN TERHADAP PERILAKU WISATAWAN PASCA PENANGANAN KELUHAN

  • Agus Md Yoga Iswara
  • Ni Wayan Sri Suprapti Fakultas Ekonomi dan Bisnis Unud
  • I G.A. Ketut Gede Suasana Fakultas Ekonomi dan Bisnis Unud

Abstract

The purpose of this study was to explain the effect of procedural justice, distributive justice, and interactional justice on customer satisfaction of the complaint handling. In addition, this study also aimed to explain the effect of customer satisfaction of the complaint handling on consumer behaviour of trust, word of mouth, and loyalty. Subject were the customer whose stay or visiting The Ubud Village Resort & Spa, by using 150 respondents. Those sample was determining by using the purposive sampling along with analise technique data called Structural Equation Modeling with AMOS suport application tools. The result of this study found that, procedural justice, distributive justice, and interactional justice bring significant and positive impact toward customer satisfaction of the complaint handling. Meanwhile, customer satisfaction of the complaint handling brings significant and positive impacts toward customer behavioural of trust, word of mounth, and loyalty.

 

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Published
2016-05-25
How to Cite
ISWARA, Agus Md Yoga; SUPRAPTI, Ni Wayan Sri; SUASANA, I G.A. Ketut Gede. PENGARUH PERSEPSI KEADILAN DALAM PEMULIHAN LAYANAN TERHADAP PERILAKU WISATAWAN PASCA PENANGANAN KELUHAN. E-Jurnal Ekonomi dan Bisnis Universitas Udayana, [S.l.], may 2016. ISSN 2337-3067. Available at: <https://ojs.unud.ac.id/index.php/eeb/article/view/18328>. Date accessed: 21 nov. 2024.
Section
Articles

Keywords

Service Recovery, Perception of Justice, Consumer Behaviours