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Service Recovery and Its Effect on Students Satisfaction, Trust, and WOM Communication

Awan, Soni Harsono (2018) Service Recovery and Its Effect on Students Satisfaction, Trust, and WOM Communication. International Research Journal of Business Studies, 11 (2). pp. 93-112. ISSN 2089-6271

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Abstract

This study aims to examine the effect of service recovery, using distributive justice, procedural justice, and interactional justice approaches, on students satisfaction, trust, and WOM at excellent, flagship and non-flagship private universities in East Java, Indonesia. A total of 240 students participated in this study. Sampling was conducted using convenience sampling technique. Data analysis was done using regression assisted by SPSS and WarpPLS program. The results of this study provide university managers understanding that the low bargaining position perceived by the students has an impact on various aspects of teaching and learning process which eventually leads to the levels of students satisfaction, trust, and WOM. This study also suggests what should be done in the service recovery policy made by each university to increase the students satisfaction, trust, and positive WOM.

Item Type: Article
Subjects: 600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING
Divisions: Lecturer
Depositing User: Dr. Drs., SONI HARSONO AWAN
Date Deposited: 20 Oct 2020 07:29
Last Modified: 11 Nov 2020 08:22
URI: http://eprints.perbanas.ac.id/id/eprint/7178

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