Pengaruh Service Recovery terhadap Customer Satisfaction pada Hotel Royal Jember

  • Luccy Avrindy Ragilia Putri Jurusan Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Jember
  • Bambang Irawan Jurusan Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Jember
  • Elok Sri Utami Jurusan Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Jember

Abstract

This article aims to determine the effect of service recovery consisting of procedural justice, interactional justice and distributive justice on customer satisfaction in guests Hotel Royal Jember. Methods of data collection is done by distributing questionnaires to 104 respondents who are guests Hotel Royal Jember with the following criteria must be at least 17 years because they have had the income and memampu use the services of the hotel and was the guest of Hotel Royal Jember ever experienced keluihan when using the services of Hotel Royal Jember , The data used in this study are primary data and secondary data. The data analysis method used is logistic regression analysis. The results showed that the variables used are service recovery consisting of procedural justice, interactional justice and distributive justice effect on customer satisfaction in guests Hotel Royal Jember


Keywords: Distributive Justice, Interactional Justice, Procedural Justice, Customer Satisfaction.

References

Andreassen, T. W. 2000. Antecedents to satisfaction with service recovery. Europe Journal of Marketing 34 (1):156-175.
Ardito, E. 1996. Mengelola Nilai Konsumen. Forum Manajemen Prasetiya Mulya (64):10-17.
Barnes, A. 2003. How to Maintain the Trust: A Study in Banking Customer. London: The Expert Press.
Kau, A. K., dan E. W. Y. Loh. 2006. The effects of service recovery on consumer satisfaction: a comparison between complainants and nonā€complainants. Journal of Services Marketing 20 (2):101-111.
McDougall, G. H. G., dan T. J. Levesque. 2000. Customer Satisfaction With Services: Putting Perceived Value Into The Equation. Journal of Service Marketing 14 (5):392-410.
Solichah, Z. 2018. Hunian Hotel di Jember Terus Berkembang. https://jatim.antaranews.com/berita/246594/hunian-hotel-di-jember-terus-.
Supriyanto, E. B. 2006. Budaya Kerja Perbankan. Jakarta: Pustaka LP3ES.
Tjiptono, F. 2014. Pemasaran Jasa. Malang: Bayu Media
Yuliana, R. 2012. Analisis Pengaruh Strategi Service Recovery yang Dilakukan Perbankan Terhadap Kepuasan Nasabah di Kota Semarang. Jurnal STIE Semarang 4 (2):39-52.
Yunri, I. K. 2014. Pengaruh Startegi Service Recovery terhadap kepuasan Nasabah. Skripsi. Purworejo: Universitas Muhammadiyah Purworejo.
Published
2019-09-27
How to Cite
PUTRI, Luccy Avrindy Ragilia; IRAWAN, Bambang; UTAMI, Elok Sri. Pengaruh Service Recovery terhadap Customer Satisfaction pada Hotel Royal Jember. Jurnal Ekonomi Akuntansi dan Manajemen, [S.l.], v. 18, n. 2, p. 75-84, sep. 2019. ISSN 2459-9816. Available at: <https://jurnal.unej.ac.id/index.php/JEAM/article/view/13999>. Date accessed: 27 sep. 2020. doi: https://doi.org/10.19184/jeam.v18i2.13999.
Section
Articles

Most read articles by the same author(s)

Obs.: This plugin requires at least one statistics/report plugin to be enabled. If your statistics plugins provide more than one metric then please also select a main metric on the admin's site settings page and/or on the journal manager's settings pages.