Pengaruh Service Recovery Pada Kepuasan Pelanggan : Studi Kasus AUTO2000 Bandung

Abstract

The primary objective of this study is to investigate the effects of service recovery on customer satisfaction. Specifically, it examines the perception of ”justice” in service recovery and how it affects the level of satisfaction and behavioral outcomes. In addition, the study also explores whether the ”recovery paradox” exitsts. Data were collected through a survey using a structured questionnaire. The 152 respondents were analyzed according to whether they did or did not make a complaint to the service providers. The findings showed that the complainants’ level satisfaction with service recovery was not significantly yet affected by perceived justice. The behavioral outcomes of the complainants in terms of trust, word-of-mouth (WOM) and loyalty were not either found to be affected by their satisfaction with the service recovery. T-test indicated that respondents who were initially satisfied with the service did not expressed greater trust, loyalty, and positive WOM compared with the satisfied complainants.