Article Per Year (5 Year)
p-Index From 2020 - 2025
0.23
P-Index
This Author published in this journals
All Journal Journal of Multidisciplinary Academic
Fakhrudin Fakhrudin
Esa Unggul University, Indonesia
Education Engineering Social Sciences

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
The Perception Effect of Justice, Recovery Disconfirmation, and Recovery Satisfaction to Positive Word of Mouth (In the Hotel Service) Fakhrudin Fakhrudin; Rhian Indradewa; Tantri Yanuar Rahmat Syah; Diana Fajarwati
Journal of Multidisciplinary Academic Vol 5, No 2 (2021): Science, Engineering and Social Science Series
Publisher : Penerbit Kemala Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

The main key of the existence service provider or hotel is a consumer service. Therefore, hotels must be able to improve good service and quality to consumers to improve a good a good relationship between service providers with consumers. A business that is engaged in hotels, especially hotels, cannot be denied that competition between business people is getting tougher. Thus, in this study aimed to obtain value from the effect of the perception customer justice perception on Positive Word of Mouth through mediators such as recovery confirmation and inconsistency between expectations for recovery performance also recovery satisfaction. Anchored within the framework of the theory of justice theory and the theory of hope disconfirmation. The result shows a restoration of confirmation over, customer satisfaction is a form of a restoration of justice with T-value received by consumers to give confidence back to consumers who feel disappointed about the services performed by service providers or hotels. Thus, the disappointment forms of experienced by consumers will recover if service providers or hotels improve their services. In addition, a consumer feels satisfied and will make good statements about the hotel.
Co-Authors Diana Fajarwati Rhian Indradewa Tantri Yanuar Rahmat Syah