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Juharsah, Juharsah
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Journal : Journal Economics Technology and Entrepreneur

 1 
THE EFFECT OF SERVICE FAILURE AND SERVICE RECOVERY ON CUSTOMER SATISFACTION AT BANK SULTRA MAIN BRANCH KENDARI Azis Muthalib, Dzulfikri; Juharsah, Juharsah; Suleman, Nursaban Rommy; Naim, Ifin; Masse, Ambo
Journal Economics Technology And Entrepreneur Vol 4 No 01 (2025): ECOTECHNOPRENEUR : JOURNAL ECONOMICS, TECHNOLOGY AND ENTREPRENEUR
Publisher : Pusat Studi Ekonomi, Publikasi Ilmiah dan Pengembangan SDM

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62668/ecotechnopreneur.v4i01.1452

Abstract

This study aims to analyze the simultaneous and partial effects of service failure and service recovery on customer satisfaction at Bank Sultra Main Branch Kendari. The research method used is quantitative with a multiple linear regression approach. Data were collected through questionnaires distributed to 73 respondents and analyzed using F-test, t-test, and coefficient of determination analysis. The results show that service failure and service recovery simultaneously have a significant effect on customer satisfaction. However, partially, only service recovery has a significant influence, while service failure does not show a significant impact. This indicates that customer satisfaction is more influenced by the bank's ability to manage and resolve service failures rather than the failures themselves. These findings support justice theory and previous literature emphasizing the critical role of service recovery in maintaining customer satisfaction.
Co-Authors Abda Abda Abdul Razak Yusuf Adnan Hakim Adnan Hakim Agustinus Tangalayuk Aidin Hudani Awasinombu Aldri Frinaldi Alida Palilati Alidin, La Ode Asfahyadin Alihusna Alihusna Ambo Masse Ambo Upe Amirullah Amirullah Andayani, Triya Anshari Nur, Muh. Nadzirin Asrip Putera Awasinombu, Aidin Hudani Baehaqi Baharuddin Buyung Sarita Conny Conny Conny, Conny Damau, Unika Oktaviani Daswan, Lestari Daswan, Muh Irham Dilman Dilman Eka Maya Sari Eliyanti Agus Mokodompit Eliyanti Agus Mokodompit Eliyanti Mokodompit Endro Sukotjo Fabian Faqih Farhan Ramadhani Istianandar Farid Maulana Feliks Anggia Binsar Kristian Panjaitan Harmi, Harmi Harmiaty Bahar Hartini Hartini Hartini Hartini Hartini Hartini Hartini Hartini Hartini Hartini Hartini Hastuti Hastuti Hastuti Hastuti Hastuti Hastuti Hayat Yusuf Hidayat Hidayat Husin Husin Ibnu Hajar Isalman, Isalman Iskandar Pattih Ittaqulah, Nurul Ittaqullah, Nurul Jayadin Jayadin Jumatin Jumatin Juniartin, Titin Kudus, Nurliflillah Rizki La Hatani La Ode Azaluddin Siga Lestari Daswan Lilis Laome Madi, Riski Amalia Makkulau Makkulau Makkulau Makkulau Masse, Ambo Maulana, Rifki Moh. Amin Moh. Amin MR Sumikro Mubaraq, Ahmad Muh. Yusran Muhammad Taufik Muhammad Zakaria Umar Muhlis Muhlis Murdjani Kamaludin Muthalib, Dzulfikri Azis Naim, Ifin Nasrul Nasrul Nasrul Nasrul Ningtyas, Ajeng Purwati Nofal Nur Nur, Noval Nursaban Rommy Suleman Nurul Ittaqullah Nurul Ittaqullah Nurwati Nurwati Nuryamin Budi Pahrul Pahrul Panjaitan, Feliks Anggia Binsar Kristian Panjaitan, Feliks Anggia BK Patwayati Patwayati Pujiati, Tri Putri, Triwulandari Nehru Rahmat Madjid Ramadhani, Nurlaila Riski Amalia Madi S., Nursaban Rommy Salma Saleh Sinarwati, Sinarwati Sinarwaty Sunarjo Siti Nur Aisyah Sri Hasriani Sri Wiyati Mahrani Sudirman Zaid Sukotjo, Endro Suleman, Nursaban Rommy Tamboko, Fiqih Saputra Triwulandari Nehru Putri Triyasa, Komang Alit Unika Oktaviani Damau Unika Oktaviani Damau Valentinus Amstrong TN Wa Ode Nur Asysyifaa Wahyuniati Hamid Windayani Windayani Windayani Windayani Yusuf Yusuf Montundu Yusuf Yusuf Yusuf Yusuf