Service Recovery: Solusi Problematika Kinerja Bisnis (Studi Kasus di Bank Central Asia, Kantor Cabang Pembantu (KCP) Darmo, Surabaya

Susanti, Christina Esti and Vidyatama, Hernanto (2012) Service Recovery: Solusi Problematika Kinerja Bisnis (Studi Kasus di Bank Central Asia, Kantor Cabang Pembantu (KCP) Darmo, Surabaya. In: Seminar Nasional & Call For Papers, 15 Mei 2012, Universitas Atmajaya Yogyakarta.

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Abstract

The aim of this research are to analize influence of distributive fairness, procedural fairness, and interactional fairness to service recovery satisfaction and to word of mouth on Bank Central Asia branch office Darmo in Surabaya. Design of this research is causality research. Population of this research is all of premium personal customer Bank Central Asia branch office Darmo in Surabaya. Sample size is 200 rspondents. Sampling method that used in this research is purposive random sampling. The method of data analize is hierarchical regression. The find out of this research show that distributive fairness, procedural fairness, Interactional fairness has a strong influence and significant to service recovery satisfaction to Bank Central Asia branch office Darmo in Surabaya and service recovery satisfaction has a strong influence and significant to word of mouth to Bank Central Asia branch office Darmo in Surabaya.

Item Type: Conference or Workshop Item (Paper)
Uncontrolled Keywords: distributive fairness, procedural fairness, interactional fairness, service recovery satisfaction, dan word of mouth.
Subjects: Business > Management
Divisions: Proceeding > Faculty of Business
Depositing User: Users 12 not found.
Date Deposited: 24 Feb 2015 02:12
Last Modified: 27 Jul 2016 07:27
URI: http://repository.wima.ac.id/id/eprint/1475

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