Mariana, Verawinda (2018) Pengaruh Distributive Justice, Procedural Justice, Dan Interactional Justice Terhadap Recovery Satisfaction Pada Marketplace Lazada (Studi Pada Konsumen Marketplace Lazada Di Kota Malang). Sarjana thesis, Universitas Brawijaya.
Abstract
Abstrak: Penelitian ini bertujuan untuk mengetahui pengaruh distributive justice, procedural justice, interactional justice terhadap recovery satisfaction konsumen marketplace Lazada di Kota Malang. Sampel yang digunakan sebanyak 100 responden yang diambil dari populasi konsumen marketplace Lazada di Kota Malang. Pengambilan sampel menggunakan teknik purposive sampling dengan karakteristik sampel yang dipilih yaitu minimal berusia 17 tahun, dan minimal pernah mengajukan komplain pada marketplace Lazada paling tidak sebanyak 1 kali dengan jangka waktu 1 tahun terakhir. Alat uji yang digunakan untuk menguji instrumen penelitian berupa uji validitas, uji reliabilitas, dan uji asumsi klasik.. Teknik analisis data menggunakan analisis regresi linear berganda dan uji hipotesis dilakukan menggunakan uji t dengan menggunakan program SPSS 21. Hasil penelitian menunjukkan bahwa distributive justice mempunyai pengaruh signifikan terhadap recovery satisfaction, procedural justice mempunyai pengaruh signifikan terhadap recovery satisfaction, interactional justice mempunyai pengaruh signifikan terhadap recovery satisfaction.
English Abstract
Abstract : The study aims at identifying the effect of distributive justice, procedural justice, and interactional justice on marketplace Lazada consumers’ recovery satisfaction in Malang city. This explanatory research attempts to elucidate the causal relations among variables through hypothesis testing. This study uses 100 respondents of marketplace Lazada consumers, selected using purposive sampling technique with the criteria of reaching 17 years of age at the minimum and having made at least one complaint in Lazada in the last 1 year. The research instrument was assessed using validity, reliability, and classical assumption test. The hypothesis was evaluated using ttest in SPSS 21, and the data are carefully examined using multiple regression analysis. The result of the study shows that distributive justice gives a significant influences on recovery satsifaction of Lazada consumers, procedural justice gives a significant influences on recovery satisfaction of Lazada consumers, and interactional justice also significantly influences recovery satisfaction of Lazada consumers in Malang city.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FE/2018/172/05184562 |
| Uncontrolled Keywords: | Distributive Justice, Procedural Justice, Interactional Justice, Recovery Satisfaction, Distributive Justice, Procedural Justice, Interactional Justice, Recovery Satisfaction |
| Subjects: | 600 Technology (Applied sciences) > 658 General management > 658.8 Managemet of marketing > 658.83 Market research > 658.834 Consumer research > 658.834 3 Consumer attitudes, preferences, reactions |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Nur Cholis |
| Date Deposited: | 07 Nov 2019 02:01 |
| Last Modified: | 20 Oct 2021 03:15 |
| URI: | http://repository.ub.ac.id/id/eprint/166318 |
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