PENGARUH SERVICE RECOVERYTERHADAP LOYALITASPELANGGAN CUCIAN MOBIL DI KOTA JAMBI

THE EFFECT OF SERVICE RECOVERY ON CAR WASH CUSTOMER SATISFACTION IN JAMBI CITY

Abstract

This study aim is  to reveal the influence of service recovery that consistof procedural justice, interactional justice, distributive justice on customer loyalty of car was customer satisfaction. This study used  survey research that  used questionnaire to collect primary data. Statistical analysis used multiple linear regression analysis. The results showed  that the service recovery effect simultaneously on customer loyalty, while partially only interactional justice influence  customer loyalty significantly.  Hence,  it is recommended that  firms encourage   employees to keep sustain relationship that ensure interaction with customers.

Keywords:Customer Loyalty , Distributive Justice, Interactional Justice, Procedural Justice, and Service Recovery