PENGARUH SERVICE RECOVER TERHADAP KEPUASAN PELANGGANSPEEDY

THE EFFECT OF SERVICE RECOVERY ON SPEEDY’S CUSTOMER SATISFACTION

Abstract

This study purpose  is to explain the Service recovery on Telkom Speedy,  and the influence of service recovery on customer satisfaction.  Sample are students of faculty of economics and business of University of Jambi which consist of  of 80 respondents that chousen  with purposive techniques. The study result shows   significant influance of distributive justice (0,000) and interactional justice (0,052), but it is insignificant for procedural justice (0,112) to customer satisfaction. Hence, service recovery has important role to create customer satisfaction  mainly in case of service fault. 

Keywords: Service Recovery, Distributive Justice, Procedural Justice, Interactional Justice, Customer Satisfaction.