Qamarina, Laksmi Nur (2017) Does Perceived Justice Affect Customer Recovery Satisfaction? An Empirical Study Of Telkomsel Malang Customers. Sarjana thesis, Universitas Brawijaya.
Abstract
Penelitian ini bertujuan untuk mengetahui pengaruh Persepsi Keadilan terhadap Pemulihan Kepuasan Pelanggan dengan studi pelanggan Telkomsel Malang. Penelitian ini merupakan penelitian penjelasan yang menjelaskan hubungan kausal antar variable melalui pengujian hipotesis. Teknik pengumpulan data penelitian ini menggunakan kuesioner dan studi literatur. 111 orang dipilih secara sengaja sebagai sampel penelitian. Uji instrumen yang digunakan untuk menguji penelitian ini adalah uji validitas, uji reliabilitas, dan uji asumsi klasik. Metode analisis yang digunakan adalah analisis multi-regresi dan pengujian hipotesis yang dilakukan dengan uji t menggunakan SPSS. Hasil penelitian ini menunjukkan bahwa dengan menggunakan uji t dapat disimpulkan bahwa masing-masing Persepsi Keadilan berpengaruh signifikan terhadapPemulihanKepuasanPelanggan. Oleh karena itu, Keadilan Interaksional memiliki pengaruh paling signifikan terhadap Pemulihan Kepuasan Pelanggan dibandingkan dua aspek keadilan lainnya. Selain itu, PersepsiKeadilan secara positifberpengaruh signifikan terhadap Pemulihan Kepuasan Pelanggan dalam penelitian terhadappelanggan Telkomsel Malang.
English Abstract
This research aims to determine the effect of Perceived Justice toward Customer Recovery Satisfaction on study of Telkomsel Malang customer. This research is an explanatory research which explains the causal relation between the variables through hypothesis testing. The data collection technique of this study uses questionnaires and literature study. 111 persons were purposively selected as the research samples. Test instrument that are used for testing the research are validity test, reliability test, and classical assumption test. The analytical methods that used were multi regression analysis and hypothesis testing which conducted with t test using SPSS. The result of this study shows with using t test concluded that each of Perceived Justice has significant effect toward Customer Recovery Satisfaction. Therefore, Interactional Justice has the most significant effect on Customer Recovery Satisfaction compared to the other two aspects of justice. Moreover, Perceived Justice has positively significant effect to Customer Recovery Satisfaction in the study of Telkomsel Malang customer.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FE/2017/411/051708885 |
| Uncontrolled Keywords: | Perceived Justice, Recovery Satisfaction |
| Subjects: | 600 Technology (Applied sciences) > 658 General management > 658.8 Managemet of marketing > 658.81 Sales management > 658.812 Customer relations |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Nur Cholis |
| Date Deposited: | 22 Sep 2017 02:22 |
| Last Modified: | 15 Nov 2020 11:56 |
| URI: | http://repository.ub.ac.id/id/eprint/2839 |
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