Freight Forwarding Company: The Effect of Service Failure, Recovery, Satisfaction, and Customer Loyalty
This study will examine the relationship between the impact of service failure and service recovery on customer satisfaction and loyalty. The research objective was to determine the effect of service failure can be up to customer loyalty. The object of this research is customers who use expedition s...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Universitas Airlangga
2021-08-01
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| Series: | Jurnal Manajemen Teori dan Terapan |
| Subjects: | |
| Online Access: | https://e-journal.unair.ac.id/JMTT/article/view/27223 |
| _version_ | 1797970514872893440 |
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| author | Adi Yudi Endang Ruswanti |
| author_facet | Adi Yudi Endang Ruswanti |
| author_sort | Adi Yudi |
| collection | DOAJ |
| description | This study will examine the relationship between the impact of service failure and service recovery on customer satisfaction and loyalty. The research objective was to determine the effect of service failure can be up to customer loyalty. The object of this research is customers who use expedition services located in Jakarta. This research method uses quantitative methods using a questionnaire measuring instrument. The sampling technique used is simple random sampling. To analyze the data using SEM (Structural Equation Modeling) analysis tools with Lisrel. The results of this study conclude that, first, service failure affects service recovery. Secondly, service recovery affects customer loyalty. Third, service recovery affects customer satisfaction, and the last fourth of customer satisfaction also affects customer loyalty. |
| first_indexed | 2024-04-11T03:19:02Z |
| format | Article |
| id | doaj.art-23fc77963288463a88936cca4e7182c1 |
| institution | Directory Open Access Journal |
| issn | 1979-3650 2548-2149 |
| language | English |
| last_indexed | 2024-04-11T03:19:02Z |
| publishDate | 2021-08-01 |
| publisher | Universitas Airlangga |
| record_format | Article |
| series | Jurnal Manajemen Teori dan Terapan |
| spelling | doaj.art-23fc77963288463a88936cca4e7182c12023-01-02T09:28:35ZengUniversitas AirlanggaJurnal Manajemen Teori dan Terapan1979-36502548-21492021-08-0114217919310.20473/jmtt.v14i2.2722313319Freight Forwarding Company: The Effect of Service Failure, Recovery, Satisfaction, and Customer LoyaltyAdi Yudi0Endang Ruswanti1Faculty of Economics and Business, Esa Unggul UniversityFaculty of Economics and Business, Esa Unggul UniversityThis study will examine the relationship between the impact of service failure and service recovery on customer satisfaction and loyalty. The research objective was to determine the effect of service failure can be up to customer loyalty. The object of this research is customers who use expedition services located in Jakarta. This research method uses quantitative methods using a questionnaire measuring instrument. The sampling technique used is simple random sampling. To analyze the data using SEM (Structural Equation Modeling) analysis tools with Lisrel. The results of this study conclude that, first, service failure affects service recovery. Secondly, service recovery affects customer loyalty. Third, service recovery affects customer satisfaction, and the last fourth of customer satisfaction also affects customer loyalty.https://e-journal.unair.ac.id/JMTT/article/view/27223service failure, service recovery, customer satisfaction, customer loyalty |
| spellingShingle | Adi Yudi Endang Ruswanti Freight Forwarding Company: The Effect of Service Failure, Recovery, Satisfaction, and Customer Loyalty Jurnal Manajemen Teori dan Terapan service failure, service recovery, customer satisfaction, customer loyalty |
| title | Freight Forwarding Company: The Effect of Service Failure, Recovery, Satisfaction, and Customer Loyalty |
| title_full | Freight Forwarding Company: The Effect of Service Failure, Recovery, Satisfaction, and Customer Loyalty |
| title_fullStr | Freight Forwarding Company: The Effect of Service Failure, Recovery, Satisfaction, and Customer Loyalty |
| title_full_unstemmed | Freight Forwarding Company: The Effect of Service Failure, Recovery, Satisfaction, and Customer Loyalty |
| title_short | Freight Forwarding Company: The Effect of Service Failure, Recovery, Satisfaction, and Customer Loyalty |
| title_sort | freight forwarding company the effect of service failure recovery satisfaction and customer loyalty |
| topic | service failure, service recovery, customer satisfaction, customer loyalty |
| url | https://e-journal.unair.ac.id/JMTT/article/view/27223 |
| work_keys_str_mv | AT adiyudi freightforwardingcompanytheeffectofservicefailurerecoverysatisfactionandcustomerloyalty AT endangruswanti freightforwardingcompanytheeffectofservicefailurerecoverysatisfactionandcustomerloyalty |