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All Journal Diponegoro Journal of Management JURNAL PENDIDIKAN TAMBUSAI MANAJEMEN DEWANTARA JANAKA : JURNAL PENGABDIAN MASYARAKAT KEWIRAUSAHAAN INDONESIA Jurnal Bina Bangsa Ekonomika Jurnal Suara Pengabdian 45 Dirkantara Indonesia
Bagas Wicaksono, Bagas
Jurusan Manajemen Fakultas Ekonomika dan Bisnis Universitas Diponegoro
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Social Sciences

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Journal : Diponegoro Journal of Management

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PENGARUH SERVICE RECOVERY TERHADAP KEPUASAN KONSUMEN UNTUK MENINGKATKAN MINAT GUNA JASA ULANG Wicaksono, Bagas; Magnadi, Rizal Hari
Diponegoro Journal of Management Volume 4, Nomor 3, Tahun 2015
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

The development of Indonesia aitlines grow rapidly. With low-cost base airline, there are still a lot of people who want to use airlines. Lion Air as low-cost airline market leader, still encounter a service failure such as delay. This study aims to analyzes the service recovery for service failure.            This study analyzes the dimension of service recovery. Distributive justice, procedural justice, and interactional justice the effect to consumen satisfication and repurchase intention. The study was conducted on 120 respondents who qualified to provide for the completed questionnaires.            The result of this study show that all of independent dimensions have positive effect on dependent dimensions. Distributive justice have the strongest effect on consumen satisfaction and repurchase intention. The other variable have positive effect but not significant.
Co-Authors Anita Roosmalina Matusin Atmoko, Nugroho Tri Awan, Sang Alang Bagus Nugroho, Taufik Fauzan . Hartini Ina Oktaviana Matusin, Ina Oktaviana M. Sholahuddin Muhammad, Armand Mulyani, Susi Dwi Noor, Ilham Ali Putra Tegar Permata, Septian Rizal Hari Magnadi Sri Vandayuli Riorini Suryono, Edy Teofilus Riyadi, Natanael Tri Widodo Besar Riyadi Yasmir, Muhammad Chumaydi Yuniarta, Fajar