PENGARUH SERVICE RECOVERY TERHADAP LOYALITAS YANG DIMEDIASI KEPUASAN PELANGGAN

Siti Nursyamsiah Oryza Dian Virgostin

Fakultas Ekonomi Universitas Islam Indonesia

Abstract

The last decade has witnessed the increasing variety of new services, such as services provided over the internet (e-services). The development of increasingly sophisticated technology to make various transactions easier and faster. With the conveniences offered via the e-service, making people more interested in using the services of e-services. Behind the convenience offered, there is also a service failure occurs. Increasing number of existing services and service failure occurs, making the increased attention in the literature of service recovery. Service recovery point to the actions taken by the company when it experienced a service failure. Formulation of the problem in this study is to what extent the service recovery have an impact on customer satisfaction and customer loyalty.Also the extent to which the service recovery has an influence on customer loyalty in the mediation by customer satisfaction.The study indicate there is a direct effect service recovery to customer satisfaction and customer loyalty. But the customer satisfaction are not shown to mediate between service recovery and customer loyalty.

Keywords: services recovery, customer satisfaction, and customer loyalty.