The Effect of Service Recovery on Customer Satisfaction with Customer Trust as an Intervening Variable
Keywords:
Service Recovery, Perceptions, Customer Trust, Customer SatisfactionAbstract
In today's competitive business world, customer satisfaction is one of the main focuses of companies in maintaining their reputation and growth. However, in the midst of efforts to meet customer expectations, things do not always go according to plan. Sometimes, errors or customer dissatisfaction occur in the service process or business transactions. This is what encourages researchers to consider the importance of service recovery in the EV Charging division of PT PLN Haleyora Power Jateng DIY, as an effort to restore customer satisfaction after dissatisfaction or detrimental incidents. Service recovery is a strategy that focuses on how companies respond to and resolve customer complaints or dissatisfaction. However, the success of service recovery is determined not only by how well the company resolves the problem, but also by how those efforts affect the customer's perception of the company as a whole. Therefore, the role of customer trust as an intervening variable is very important in understanding the relationship between service recovery and customer satisfaction. This research uses explanatory research methods with quantitative methods. Explanatory research is research with the aim of finding out whether there is a relationship and influence between the independent variables and the dependent variable. If there is a relationship and influence, then how close is the relationship and influence to the Partial Least Square (PLS) test tool? The research results show the importance of customer trust as an intervening variable in the relationship between service recovery and customer satisfaction because trust plays an important role in moderating customer perceptions of recovery efforts carried out by the company.
Downloads
References
Ambrose, M. L., & Schminke, M. (2003). Organization structure as a moderator of the relationship between procedural justice, interactional justice, perceived organizational support, and supervisory trust. Journal of Applied Psychology, 88 (2), 295–305.
Ampong, G.O., Abubakari, A., Mohammed, M., Appaw-Agbola, E.T., Addae, JA, & Ofori, K.S. (2020). Exploring customer loyalty following service recovery: A replication study in the Ghanaian hotel industry. Journal of Hospitality and Tourism Insights, 4(5), 639-657.
Ateke, B. W., Ogonu, G. C., & Ishmael, E. C. (2015). Perceived justice initiatives and customers' postcomplaint satisfaction in the fast-food industry. Journal of Marketing and Consumer Research 14, 117-125.
Bacile, T. J., Wolter, J. S., Allen, A. M., & Xu, P. (2018). The effects of online incivility and consumer-to-consumer interactional justice on complainants, observers, and service providers during social media service recovery. Journal of Interactive Marketing,44(3),60-81.
Moliner-Velázquez, B., Ruiz-Molina, M. E., & Fayos-Gardó, T. (2015). Satisfaction with service recovery: moderating effect of age in word-of-mouth. Journal of Consumer Marketing, 32(6), 470-484.
Cakici, A.C., Akgunduz, Y., & Yildirim, O. (2019). The impact of perceived price justice and satisfaction on loyalty: The mediating effect of revisit intention. Tourism Review, 74(3), 443- 462.
Cha, J., & Borchgrevink, C. P. (2018). Customers' perceptions in value and food safety on customer satisfaction and loyalty in restaurant environments: Moderating roles of gender and restaurant types. Journal of Quality Assurance in Hospitality & Tourism, 20 (2),143-161.
Chaparro-Peláez, J., Hernández-García, Á., & Urueña-López, A. (2015). The role of emotions and trust in service recovery in business-to-customer electronic commerce. Journal of Theoretical and Applied Electronic Commerce Research, 10(2), 77–90.
Chen, P., & Kim, Y. G. (2017). Role of perceived justice of service recovery: A comparison of first-time and repeat visitors. Tourism and Hospitality Research, 19(1), 1–14.
Cheng, BL, Gan, CC, Imrie, BC, & Mansori, S. (2019). Service recovery, customer satisfaction and customer loyalty: Evidence from Malaysia's hotel industry. International Journal of Quality and Service Sciences, 11(2), 187-203.
Choi, B., & Choi, B. J. (2014). The effects of perceived service recovery justice on customer affection, loyalty, and word-of-mouth. European Journal of Marketing, 48(1), 108–131.
Cropanzano, R., Bowen, D. E., & Gilliland, S. W. (2007). The management of organizational justice. Academy of management perspectives, 21(4), 34-48.
Danesh, S.N., Nasab, S.A., & Ling, K.C. (2012). The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets. International Journal of Business and Management, 7(7), 141–150.
Etemad-Sajadi, R., & Bohrer, L. (2017). The impact of service recovery output/process on customer satisfaction and loyalty: The case of the airline industry. Tourism and Hospitality Research, 19(2), 1–8.
Hazée, S., Van Vaerenbergh, Y., & Armirotto, V. (2017). Co-creating service recovery after service failure: The role of brand equity. Journal of Business Research, 74, 101-109.
Hussain, R., Al Nasser, A., & Hussain, Y. K. (2015). Service quality and customer satisfaction of a UAE-based airline: An empirical investigation. Journal of Air Transport Management, 42, 167–175.
Istighfarnissa, N., Pradhanawati, A., & Prabawani, B. (2022). Pengaruh e-service quality dan e-trust terhadap e-loyality dengan e-satisfaction sebagai variabel intervening (Studi pada pembelian tiket di situs Traveloka). Jurnal Ilmu Administrasi Bisnis, 11(3), 399-410.
Kenesei, Z., & Bali, Z. (2020). Overcompensation as a service recovery strategy: The financial aspect of customers' extra effort. Service Business, 14(2), 187-216.
Koupai, M. R., Alipourdarvish, Z., & Sardar, S. (2015). Effects of trust and Perceived value on customer loyalty by mediating role of customer satisfaction and mediating role of customer habit (case study: Agricultural internet bank customers in Tehran). Advanced Social Humanities and Management, 2(1), 102-112.
Lin, H. H., Wang, Y. S., & Chang, L. K. (2011). Consumer responses to online retailer's service recovery after a service failure: A perspective of justice theory. Managing Service Quality: An International Journal, 21(5), 511-534.
Muhammad, L., & Gul-E-Rana. (2020). Mediating role of customer forgiveness between perceived justice and satisfaction. Journal of Retailing and Consumer Services, 52, 1-7.
Norizan, NS, Arham, AF, & Norizan, MN (2019). The influence of perceived organizational justice on customer's trust: An overview of public higher educational students. International Journal of Business and Management, 3(3), 1– 8.
Omoregie, OK, Addae, JA, Coffie, S., Ampong, GOA, & Ofori, KS (2019). Factors influencing consumer loyalty: evidence from the Ghanaian retail banking industry. International Journal of Bank Marketing, 37(3), 798–820.
Purwianti, L., & Khoviati, LS (2021). Analysis of the effect of service recovery on customer loyalty with satisfaction and WOM (word of mouth) as mediating variables at four-star hotels in Batam city. Journal of Business Studies and Management Review,4(2),156-160.
Russo, I., Masorgo, N., & Gligor, D. M. (2022). Examining the impact of service recovery resilience in the context of product replacement: the roles of perceived procedural and interactional justice. International Journal of Physical Distribution & Logistics Management, 52(8), 638-672.
Trif, S. M. (2013). The Influence of Overall Satisfaction and Trust on Customer Loyalty. Management & Marketing, 8(1).
Uzir, MUH, Al Halbusi, H., Thurasamy, R., Hock, RLT, Aljaberi, MA, Hasan, N., & Hamid, M. (2021). The effects of service quality, perceived value and trust in home delivery service personnel on customer satisfaction: Evidence from a developing country. Journal of Retailing and Consumer Services, 63, 102721
Vázquez-casielles, R., Álvarez, L.S., & Martín, AMD (2010). Perceived justice of service recovery strategies: Impact on customer satisfaction and quality relationships. Psychology & Marketing, 27(5), 487–509.
Wan, H.L. (2017). Relationship Between Organizational Justice and Organizational Citizenship Behavior: Examining the Mediating Role of Job Satisfaction. In Illés, et. al. (Eds.), Management and Organization: Concepts, Tools and Applications (pp. 77-97). Harlow: Pearson
Yap, B.W., Ramayah, T., & Wan Shahidan, W.N. (2015). Satisfaction and trust on customer loyalty: A PLS approach. Business Strategy Series, 13(4), 154–167.
Yunus, E. N. (2023). Would compensation be necessary? The importance of service recovery strategy in e-retail delivery problems. International Journal of Productivity and Performance Management, 72(5), 1286-1303.
Zaid, S., Palilati, A., Madjid, R., & Bua, H. (2021). Impact of service recovery, customer satisfaction, and corporate image on customer loyalty. The Journal of Asian Finance, Economics, and Business, 8(1), 961-970
Downloads
Published
How to Cite
Issue
Section
License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
