Pengaruh Keadilan dan Emosi Pelanggan terhadap Kepuasan Penanganan Komplain (Studi Penanganan Perilaku Komplain pada Service Centre Laptop di Jawa Barat dan Jawa Timur)

Badawi (2011) Pengaruh Keadilan dan Emosi Pelanggan terhadap Kepuasan Penanganan Komplain (Studi Penanganan Perilaku Komplain pada Service Centre Laptop di Jawa Barat dan Jawa Timur). Doctor thesis, Universitas Brawijaya.

Abstract

Tujuan penelitian adalah 1) menganalisis pengaruh keadilan distributif, prosedural, interaksional, dan informasional pada penanganan komplain terhadap emosi negatif pelanggan, 2) menganalisis pengaruh emosi negatif pelanggan terhadap kepuasan penanganan komplain, 3) menganalisis pengaruh keadilan distributif, keadilan prosedural, interaksional, dan informasional pada penanganan komplain terhadap kepuasan penanganan komplain, 4) menganalisis emosi negatif pelanggan memperkuat pengaruh keadilan distributif, keadilan prosedural, keadilan interaksional dan keadilan informasional terhadap kepuasan penanganan komplain. Responden penelitian ini adalah pelanggan laptop yang memiliki garansi minimal 1 tahun dan mengalami kegagalan layanan berjumlah 180. Teknik analisa data yang digunakan Structural Equation Modelling (SEM). Hasil penelitian menunjukkan : 1) bahwa keadilan distributif, prosedural, interaksional, dan informasional pada penanganan komplain berpengaruh negatif terhadap emosi negatif, 2) emosi negatif dapat meningkatkan kepuasan penanganan komplain, 3) keadilan distributif, prosedural, interaksional, dan informasional pada penanganan komplain berpengaruh signifikan positif terhadap kepuasan penanganan komplain, 4) emosi negatif dapat memediasi pengaruh antara keadilan terhadap kepuasan penanganan komplain.

English Abstract

The research objectives were to analyze: 1) the influence of distributive justice, procedural, interactional, and informational justice in handling customer complaints against negative emotions, 2) the influence of negative emotions toward the satisfaction of handling customer complaints, 3) the influence of distributive justice, procedural, interactional, and informational justice on the handling of complaints to the satisfaction of handling complaints, 4) the customers` negative emotions which reinforce the influence of distributive, procedural, interactional, and informational justice toward satisfaction of complaint handling. The respondents of this study were laptop customers who have a minimum of 1 year warranty and experience service failure of 180 in amount. The data analysis technique used was Structural Equation Modeling (SEM). The results showed that: 1) distributive, procedural, interactional, and informational justice had negative effect on the handling of complaints against negative emotions, 2) negative emotions can improve complaint handling satisfaction, 3) distributive justice, procedural, interactional, and informational justice in handling complaints had positive and significant effects on the satisfaction of handling complaints, 4) negative emotions may mediate the effect of justice to the satisfaction of handling complaints.

Item Type: Thesis (Doctor)
Identification Number: DES/658.834 3/BAD/p/061105441
Subjects: 600 Technology (Applied sciences) > 658 General management > 658.8 Managemet of marketing
Divisions: S2/S3 > Doktor Kimia, Fakultas MIPA
Depositing User: Endro Setyobudi
Date Deposited: 13 Feb 2012 14:02
Last Modified: 13 Feb 2012 14:02
URI: http://repository.ub.ac.id/id/eprint/161313
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