PENGARUH SERVICE RECOVERY TERHADAP KEPUASAN KONSUMEN DI HOTEL BINTANG 4 DAN 5 DI KOTA SURABAYA
:
https://doi.org/10.9744/jmp.8.2.59-68
Keywords:
service recovery, service failure, distributive justice, procedural justice, interactional justice, kepuasan konsumenAbstract
Penelitian ini dilakukan untuk mengetahui seberapa besar dimensi dari service recovery (distributive justice, procedural justice, interactional justice) terhadap kepuasan konsumen di hotel bintang 4 dan 5 Surabaya. Penelitian ini melibatkan sebanyak 160 responden yang pernah menggunakan fasilitas restoran dan penginapan di hotel bintang 4 dan 5 kota Surabaya selama 12 bulan terakhir pada periode Februari 2021 - Maret 2022. Teknik analisa data yang digunakan pada penelitian ini adalah Partial Least Square (PLS). Hasil pada penelitian ini menunjukkan bahwa distributive justice, procedural justice, interactional justice berpengaruh positif dan signifikan terhadap kepuasan konsumen hotel bintang 4 dan 5 Surabaya.
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