PENGARUH PROCEDURAL FAIRNESS, DISTRIBUTIVE FAIRNESS, INTERACTIONAL FAIRNESS, TERHADAP KEPUASAN PELANGGAN

Abstract

This study examined three independent variables, ie Procedural
Fairness, Distributive Fairness, and Interactional Fairness can affect
customer satisfaction. The purpose of this study was to determine the effect
of the three independent variables on customer satisfaction.

This research was conducted with a questionnaire to 100 PLN
customer obtained by using purposive sampling techniques. The data that
have met the test of validity, reliability, and test the assumptions of
classical.

These results indicate that all the independent variables tested are
positive and significant impact on customer satisfaction through the F test
and t test, whereas the number Adjusted R Square of 0.236 indicates
23,60%of the variation in people satisfaction which can be explained by
the third independent variable, where the remaining 76.40% is explained
by other factors outside of the study