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All Journal Jurnal Manajemen Teori dan Terapan
Endang Ruswanti
Faculty of Economics and Business, Esa Unggul University
Decision Sciences, Operations Research & Management Education

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Freight Forwarding Company: The Effect of Service Failure, Recovery, Satisfaction, and Customer Loyalty Adi Yudi; Endang Ruswanti
Jurnal Manajemen Teori dan Terapan | Journal of Theory and Applied Management Vol. 14 No. 2 (2021)
Publisher : Universitas Airlangga

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.20473/jmtt.v14i2.27223

Abstract

This study will examine the relationship between the impact of service failure and service recovery on customer satisfaction and loyalty. The research objective was to determine the effect of service failure can be up to customer loyalty. The object of this research is customers who use expedition services located in Jakarta. This research method uses quantitative methods using a questionnaire measuring instrument. The sampling technique used is simple random sampling. To analyze the data using SEM (Structural Equation Modeling) analysis tools with Lisrel. The results of this study conclude that, first, service failure affects service recovery. Secondly, service recovery affects customer loyalty. Third, service recovery affects customer satisfaction, and the last fourth of customer satisfaction also affects customer loyalty.
Co-Authors Adi Yudi