FAKTOR YANG MEMPENGARUHI KEPUASAN COMPLAINT HANDLING TERHADAP LOYALITAS KONSUMEN

Abstract

Academics as well as managers have long been interested in the role
of satisfaction with complaint handling (SATCOM) in shaping
customers’ attitudes and repurchasing decisions. This interest has
generated a widespread belief that SATCOM is driven by the perception
that the complaint handling process is just. To test how SATCOM is
modulated by distributive, interactional, or procedural justice, we
performed a meta-analysis of 60 independent studies of the antecedents
and consequences of SATCOM. Results indicate that SATCOM is
affected most by distributive justice, then by interactional justice, and only
weakly by procedural justice. We also find that SATCOM mediates the
effects of justice dimensions on word-of-mouth. However, contrary to
com-mon belief, SATCOM does not mediate the effects of justice
dimensions on overall satisfaction and return intent. We draw on our
results to suggest several avenues for further research.