PENGARUH STRATEGI PEMILIHAN PELAYANAN TERHADAP KEPERCAYAAN DAN KEPUASAN PELANGGAN

Abstract

Despite having been widely studied in traditional services, the effect
of service recovery (SFR) on customer loyalty has received only limited
attention. This paper sets out to empirically test the following set of
hypotheses in an flight service. The paper is based on The paper is based
on online survey of actual customers of a flight service. This article
argues that perceptions of justice (distributive, procedural, and
interactional justice) in service recovery influence customer trust &
satisfaction towards the service firm, which in turn affects customer
loyalty. Customers’ trust and satisfaction in service providers were
proposed to mediate the relationship between perceived justice to service
recovery efforts and subsequent loyalty intention.