PENGARUH PERSEPSI KEADILAN DALAM PEMULIHAN LAYANAN TERHADAP PERILAKU WISATAWAN PASCA PENANGANAN KELUHAN

Agus Md Yoga Iswara (Fakultas Ekonomi dan Bisnis Universitas Udayana)
Ni Wayan Sri Suprapti (Fakultas Ekonomi dan Bisnis Unud)
I G.A. Ketut Gede Suasana (Fakultas Ekonomi dan Bisnis Unud)

E-Jurnal Ekonomi dan Bisnis Universitas Udayana
VOLUME.05.NO.04.TAHUN 2016

The purpose of this study was to explain the effect of procedural justice, distributive justice, and interactional justice on customer satisfaction of the complaint handling. In addition, this study also aimed to explain the effect of customer satisfaction of the complaint handling on consumer behaviour of trust, word of mouth, and loyalty. Subject were the customer whose stay or visiting The Ubud Village Resort & Spa, by using 150 respondents. Those sample was determining by using the purposive sampling along with analise technique data called Structural Equation Modeling with AMOS suport application tools. The result of this study found that, procedural justice, distributive justice, and interactional justice bring significant and positive impact toward customer satisfaction of the complaint handling. Meanwhile, customer satisfaction of the complaint handling brings significant and positive impacts toward customer behavioural of trust, word of mounth, and loyalty.