在决定处理投诉的成功和满足感方面,个人正义和相互正义的作用

A. Wijaya, Widya Prananta, Made Virma Permana
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引用次数: 0

摘要

由于提供标准化服务的挑战,服务公司经常面临投诉。与使用机器生产标准化产品的制造商不同,服务公司更容易受到消费者的投诉。程序公正和人际公正是决定信访成功率的因素。本研究旨在透过投诉处理,检视程序公平与人际公平对投诉满意度的影响。这项研究采用了定量方法,调查了181名受访者,特别是向服务公司投诉的消费者。测试结果表明,程序公正和人际公正对投诉处理的有效性都有显著影响。研究还证实,投诉满意度同时受到程序公正和人际公正的影响。本研究发现,投诉处理成功在程序公正、人际公正与投诉满意度之间起部分中介作用。本研究强调程序公平与人际公平对服务公司的重要性。他们应该优先处理投诉,以建立客户忠诚度,防止负面的口碑。
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PERAN KEADILAN PROSEDURAL DAN KEADILAN ANTAR PRIBADIDALAM MENENTUKAN KEBERHASILAN DAN KEPUASAN PENANGANAN KOMPLAIN
Service companies often face complaints due to the challenges of providing standardized services. Unlike manufacturers that produce standardized products using machines, service companies are more susceptible to consumer complaints. Procedural justice and interpersonal justice are factors that determine the success rate of complaint handling. This study aims to examine the impact of procedural justice and interpersonal justice on complaint satisfaction through complaint handling. The study adopted a quantitative approach and involved a sample of 181 respondents, specifically consumers who have filed complaints with service companies. The test results demonstrate that both procedural justice and interpersonal justice significantly influence the effectiveness of complaint handling. The research also confirms that complaint satisfaction is influenced by both procedural justice and interpersonal justice. The study's findings indicate that successful complaint handling partially mediates the relationship between procedural justice, interpersonal justice, and complaint satisfaction. This research underscores the importance of procedural justice and interpersonal justice for service companies. They should prioritize complaint handling to establish customer loyalty and prevent negative word-of-mouth.
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