Pengaruh Distributive Justice, Procedural Justice, Interactional Justice terhadap Post-Recovery Satisfaction dan Word of Mouth Pelanggan pada Online Shop Lazada

Sumual, Vincensiana Alexandra Aline (2019) Pengaruh Distributive Justice, Procedural Justice, Interactional Justice terhadap Post-Recovery Satisfaction dan Word of Mouth Pelanggan pada Online Shop Lazada. Undergraduate thesis, Widya Mandala Catholic University Surabaya.

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Abstract

Penelitian ini bertujuan untuk menguji dan menganalisis pengaruh distributive justice, procedural justice, interactional justice terhadap post-recovery satisfaction dan word of mouth pelanggan pada online shop Lazada. Penelitian ini merupakan penelitian kausal menggunakan metode survei. Teknik pengambilan sampel yang digunakan adalah nonprobability sampling dengan metode purposive sampling. Sampel yang digunakan sebesar 150 responden. Sampel dalam penelitian ini adalah konsumen yang telah melakukan komplain kepada Lazada. Teknik analisis yang digunakan adalah SEM dengan program LISREL. Hasil analisis ini menunjukkan bahwa distributive justice, procedural justice, dan interactional justice memiliki pengaruh positif signifikan terhadap post-recovery satisfaction dan post-recovery satisfaction memiliki pengaruh positif signifikan terhadap word of mouth pelanggan pada online shop Lazada.

Item Type: Thesis (Undergraduate)
Department: ["eprint_fieldopt_department_Faculty of Business" not defined]
Uncontrolled Keywords: Distributive Justice, Procedural Justice, Interactional Justice, Post-recovery Satisfaction, Word of Mouth
Subjects: Business > Management
Divisions: Faculty of Business > Management Undergraduate Study Program
Depositing User: Users 6430 not found.
Date Deposited: 30 Jan 2019 02:42
Last Modified: 30 Jan 2019 02:42
URI: http://repository.ukwms.ac.id/id/eprint/17202

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