Effect of MCSQ and COSE on service recovery and its impact on customer satisfaction

RSUD Dr. Iskak Tulungagung

Authors

  • Deby Santyo Rusandy Doctorate Program, University of Merdeka Malang, Indonesia
  • Widji Astuti University of Merdeka Malang, Indonesia
  • Achmad Firdiansjah University of Merdeka Malang, Indonesia

Keywords:

COSE, MCSQ, Service Recovery, Customer satisfaction

Abstract

This study aims to analyze the influence of MCSQ and COSE on service recovery; analyze the influence of MCSQ and COSE on customer satisfaction; analyze the effect of service recovery on customer satisfaction, and analyze the influence of MCSQ and COSE on customer satisfaction through service recovery. This research uses a quantitative method with a probabilistic character using structural equation modeling analysis. MCSQ and COSE affect service recovery. MCSQ and COSE affect customer satisfaction. Service recovery affects customer satisfaction. MCSQ and COSE affect customer satisfaction through service recovery. Service recovery mediates the influence of MCSQ and COSE on customer satisfaction.

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Published

2018-03-28

How to Cite

Rusandy, D. S., Astuti, W., & Firdiansjah, A. (2018). Effect of MCSQ and COSE on service recovery and its impact on customer satisfaction: RSUD Dr. Iskak Tulungagung. International Research Journal of Management, IT and Social Sciences, 5(2), 237–247. Retrieved from https://sloap.org/journals/index.php/irjmis/article/view/93

Issue

Vol. 5 No. 2 (2018): March

Section

Peer Review Articles
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