Pengaruh Service Recovery Pada Kepuasan Pelanggan : studi Kasus AUTO2000 Bandung

Abstract

The primary objective of this study is to investigate the effects of service recovery
on customer satisfaction. Specifically, it examines the perception of ”justice” in ser-
vice recovery and how it affects the level of satisfaction and behavioral outcomes.
In addition, the study also explores whether the ”recovery paradox” exitsts. Data
were collected through a survey using a structured questionnaire. The 152 respon-
dents were analyzed according to whether they did or did not make a complaint to
the service providers. The findings showed that the complainants’ level satisfaction
with service recovery was not significantly yet affected by perceived justice. The
behavioral outcomes of the complainants in terms of trust, word-of-mouth (WOM)
and loyalty were not either found to be affected by their satisfaction with the service
recovery. T-test indicated that respondents who were initially satisfied with the ser-
vice did not expressed greater trust, loyalty, and positive WOM compared with the
satisfied complainants.
Keywords: customer satisfaction, service recovery, and complaint