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All Journal Jurnal Ekonomi Modernisasi Jurnal Aplikasi Bisnis dan Manajemen (JABM) E-Journal EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis Jurnal Pariwisata IJBE (Integrated Journal of Business and Economics) Journal of Economic, Bussines and Accounting (COSTING) AFEBI Management and Business Review At-Tadbir : jurnal ilmiah manajemen EQIEN - JURNAL EKONOMI DAN BISNIS SCAFFOLDING: Jurnal Pendidikan Islam dan Multikulturalisme Valid Jurnal Ilmiah Community Engagement and Emergence Journal (CEEJ) Management Studies and Entrepreneurship Journal (MSEJ) Jurnal Ilmiah Manajemen Kesatuan Coopetition : Jurnal Ilmiah Manajemen Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences Jurnal Fokus Manajemen Bisnis Journal of Management and Bussines (JOMB) Jurnal Pengabdian Masyarakat Asia Dinasti International Journal of Economics, Finance & Accounting (DIJEFA) Business Preneur : Jurnal Ilmu Administrasi Bisnis TSARWATICA (Islamic Economic, Accounting, and Management Journal) International Journal of Economy, Education and Entrepreneurship (IJE3) JURNAL ILMIAH GLOBAL EDUCATION Golden Ratio of Mapping Idea and Literature Format BISMA (Bisnis dan Manajemen) Journal of Innovation in Management, Accounting and Business Asia Pacific Journal of Management and Education Journal of International Conference Proceedings Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi) Journal of Business Studies and Management Review Economics and Business Journal IIJSE
Rita Komaladewi
Faculty Of Economic And Business, Universitas Padjajaran
Religion Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Library & Information Science Mathematics Social Sciences Other

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Journal : Valid Jurnal Ilmiah

 1 
Bagaimana Service Recovery Mempengaruhi Loyalitas Konsumen? Carla Elisabeth Stephanie; Rita Komaladewi; M Aqshel Revinzky
Valid: Jurnal Ilmiah Vol 17 No 2 (2020)
Publisher : Sekolah Tinggi Ilmu Ekonomi AMM

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Abstract

Based on a survey from Jakpat, 40.96% of online transportation users in Indonesia use Gojek and Grab together, this phenomenon is a problem for all of these companies. This kind of customer behavior is caused by several factors, one of which is customer disappointment with some services. Service recovery is one way for companies to overcome or correct customer disappointment arising from service failures. Service recovery is done so that customers do not have a bad impression of the company that can result in trauma or negative word-of-mouth. This study aims to determine the impact or influence of three factors that affect service recovery, namely distributive justice, interactional justice and procedural justice carried out by digital transportation companies in Indonesia, namely Gojek on customer loyalty. The method used in this research is descriptive and verification. The survey was used in this study as a tool to get 104 research respondents who had complained about the services provided by Gojek. Survey data were analyzed using Structure Equation Model (SEM) with Partial Least Square (PLS) method. The t-statistics test was also used in this study to test the existing hypotheses. The results of data processing in this study indicate that the three factors of service recovery, namely distributive justice, interactional justice and procedural justice, have a weak / no significant effect on consumer loyalty. And distributive justice is the most dominant factor in influencing Gojek consumer loyalty. However, if carried out simultaneously or together, these three factors provide a moderate or moderately influential effect on consumer loyalty
Co-Authors Adz Zikri, Arif Furqon Nugraha Agatha, Fathia Agustin, Melinda Yuni Akbar Riskal Amani Aldina Shiratina Amani, Akbar Riskal Amar, Siti Chaerani Djen Anggie Irwansyah Arief Budiman , Adityo Asep Mulyana Asep Mulyana Bayu Perisha Budhyawan, Thomas Carla Elisabeth Stephanie Deborah, Irene Deru R Indika Dwi Kartini Emi Widya Yusuf Eugenia Clarissa Prabowo Fachri Eka Saputra Fariz Pramadani Firdaus, Gilrandy Andhika Ghea Putri Aliffia Gugyh Susandy Herdianie, Revalina Hilmy Mu’nis Jajang Burhanudin Jodhi Kartha Yudha Joeliaty Joeliaty Kirana, Laras Puspa Kurniadi, Stefanie Kurniatun, Taufani C. Ledy Yolanda Luki Ramdani Lumbantobing, Angelia Tio M Aqshel Revinzky Mulyani, Indah Putri Mulyawan, Sarah Anjani Naufal, Ariq Zulfahmi Nugraha Adz Zikri, Arif Furqon Nugraha, Krisna Adhitia Okviannas, Nadilla Prasetyo, Bilal Panji Puji Ratna Sari Putri Fajar Handayani R Thomas Budhayawan Yudha R. Arief Helmi R. Thomas Budhyawan Yudha R. Thomas Budhyawan Yudha Rahma Hanifa Dewi Raihan Fajri Ramadhan Ramos Purba Reni Dian Octaviani Rhiswandi, Rhandi Ruchiat, Yayat Saputra, Febrian Eko Saputra, Kiagus Ahmad Juan Setyadi, M. Aditya Silaban, Sonia Artha Ria Sucherly Sucherly Sucherly Sucherly Susi Yasmin Thomas Budhyawan Umi Kaltum Widianto, Sunu Yasmin, Annisa Yevis Marty Oesman Yudha, R. Thomas Budhyawan Yudi Aziz Yuyus Suryana