Effect of justice perceptions on customer satisfaction and loyalty

I Dewa Putu Yosmara Adi  Putra; Ni Nyoman Kerti Yasa

doi:10.21744/irjmis.v8n4.1884

Authors

I Dewa Putu Yosmara Adi Putra Faculty of Economics and Business, Udayana University, Denpasar, Indonesia
Ni Nyoman Kerti Yasa
kertiyasa@unud.ac.id
Faculty of Economics and Business, Udayana University, Denpasar, Indonesia

Keywords:

consumer loyalty, justice perception, loyalty, satisfaction after handling complaints, service recovery

Abstract

This study aims to analyze the effect of perceived justice on satisfaction after handling complaints, as well as the effect of satisfaction after handling complaints on consumer loyalty. Testing the hypothesis of this study using Structural Equation Modeling (SEM) analysis techniques using SMARTPLS, using IBM SPSS Statistics 22 for validity and reliability testing, the number of samples is 100 respondents, taken by using purposive sampling technique, with the criteria of respondents being customers who have file a complaint and come to the branch or cash office of PT Bank Tabungan Negara Denpasar for the occurrence of a service failure situation, and have received treatment from the PT Bank Tabungan Negara Denpasar. The results showed that (1) (2) (3) Perception of justice (distributive, procedural, interactional) had a positive and significant effect on satisfaction after receiving complaints handling, (4) Customer satisfaction after handling complaints had a positive and significant effect on customer loyalty. The managerial implications and suggestions in this study are to maintain customer satisfaction post complaints, companies must treat customers fairly by paying attention to efforts to resolve problems/service failures so that customers feel positive results, respond to customer complaints quickly, and resolve customer complaints in English.

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