JURNAL ILMIAH KOHESI
Vol 5 No 1 (2021): JURNAL ILMIAH KOHESI

THE EFFECTS OF SERVICE RECOVERY ON CONSUMER SATISFACTION BOBA DRINK XING FU TANG INDONESIA

JULIANA . (UNIVERSITAS PELITA HARAPAN)
JERRY ONG (UNIVERSITAS PELITA HARAPAN)
STEVEN ELROY (UNIVERSITAS PELITA HARAPAN)
FRANCISCO JONATHAN (UNIVERSITAS PELITA HARAPAN)

Article Info

Publish Date
30 Jan 2021

Abstract

In recent times, service recovery is receiving important attention in the service operations management literature. Servicerecovery involves actions designed to solve problems, change negative attitudes of dissatisfied consumers and retaincustomers. The research objective was to analyze the effect of service recovery on customer satisfaction. This research is adescriptive study with a quantitative approach. The sampling method was simple random sampling. The sample size is 170people. The results show that it is true that service recovery has a considerable influence on customer satisfaction becausethe ability of service recovery explains the satisfaction of 73.3% and the most influential indicator is the way employeesbehave.

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Journal Info
JURNAL ILMIAH KOHESI
Website

Abbrev

JIK

Publisher

LP2MTBM MAKARIOZ

Subject

Agriculture, Biological Sciences & Forestry Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Nursing Public Health Social Sciences Veterinary Other

Description

JURNAL ILMIAH KOHESI, isrefereed and peer reviewed journal, which is designed to publish research articles in Engineering & Technology, Mathematics, Management, Medical Sciences, Medicine, Social Science, Education, Agriculture, Geography, Advertising, Accounting & Finance, Botany, Business ...