Date: 20-09-2020 Digital Publication Services : OSREL | JABM | JAM | ABMR | ABMCS

PENGARUH SERVICE RECOVERY TERHADAP KEPUASAN KONSUMEN STUDI PADA BASUDIRA HOMESTAY MALANG

Detail
Author LARASATI
Category Manajemen Pemasaran

Abstract

The research objective is to determine distributive justice, procedural justice and interactional justice. The independent variables in this study are distributive justice, procedural justice and interactional justice. While the instant variable is customer satisfaction. A sample of 55 people. Before testing the hypothesis, the reliability and validity tests were carried out. The independent variable is a valid and reliable variable, the F test results show that Fcount> Ftable with a significance of 0,000. Thus the first hypothesis states "distributive justice, procedural justice and interactional justice simultaneously have a significant effect on consumer satisfaction" can be supported by the truth. The results of the t test show a variable distributive justice (distributive justice), and interactional justice (interactional justice) partially have a significant effect on consumer satisfaction ". While procedural justice partially has no significant effect on customer satisfaction.