PENGARUH SERVICE RECOVERY TERHADAP KEPUASAN PELANGGAN PADA JASA PENGIRIMAN BARANG J&T EXPRESS DI KOTA PALEMBANG

RAHMAYANTI, SOUMI and Nailis, Welly and Ghasarma, Reza (2021) PENGARUH SERVICE RECOVERY TERHADAP KEPUASAN PELANGGAN PADA JASA PENGIRIMAN BARANG J&T EXPRESS DI KOTA PALEMBANG. Undergraduate thesis, Sriwijaya University.

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Abstract

This study aims to determine the Effect of Service Recovery on Customer Satisfaction on J&T Express Freight Forwarding Services in Palembang City, either partially or simultaneously. This type of research is quantitative research. The population in this study is the people of Palembang City who use J&T Express freight forwarding services at least 2 times and have complained. The sample taken in this study were 100 respondents using the Non-Probability Sampling technique with the Purposive Sampling method. The data collection instrument used a questionnaire that was assessed with a Semantic Differential Scale and was tested using the SPSS Statistics 26 program. The results of this study indicate that the Service Recovery variables that partially have a significant effect on Customer Satisfaction are the Distributive Justice and Interactional Justice variables. Service Recovery partially significant effect on Customer Satisfaction. Interactional Justice variable is a variable that has a dominant influence on customer satisfaction.

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: Distributive Justice, Procedural Justice, Interactional Justice, Kepuasan Pelanggan
Subjects: H Social Sciences > HF Commerce > HF1-6182 Commerce
H Social Sciences > HF Commerce > HF5761-5780 Shipment of goods. Delivery of goods
Divisions: 01-Faculty of Economics > 61201-Management (S1)
Depositing User: Soumi Rahmayanti
Date Deposited: 24 Nov 2021 01:53
Last Modified: 24 Nov 2021 01:53
URI: http://repository.unsri.ac.id/id/eprint/57889

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