Pengaruh Keadilan Distributif, Keadilan Prosedural dan Keadilan Interaksi dalam Penanganan Komplain Pelanggan terhadap Kepuasan Pelanggan pada Toko Online Shopee di Kota Medan.

Tengku Ahmad Helmi, Sri Gustina Pane

Abstract


Penelitian ini bertujuan untuk mengukur seberapa besar pengaruh penanganan komplain dengan menggunakan dimensi keadilan distributif, keadilan prosedural dan keadilan interaksi terhadap kepasan pelanggan Shopee di Kota Medan. Ukuran Sampel diambil berdasarkan banyaknya jumlah dimensi/subvariabel yaitu 200 responden pelanggan Shopee Kota Medan sebab dalam pengukuran pengaruh antar dimensi/subvariabel eksogen dan endogen dalam penelitian ini dengan menggunakan partial least square (PLS). Hasil penelitian menunjukkan bahwa penanganan komplain dengan dimensi/subvariabel keadilan distributif dan keadilan prosedur berpengaruh positif (rendah) tetapi tidak signifikan (tidak berarti) terhadap kepuasan pelanggan Shopee di Kota Medan. Penanganan komplain melalui dimensi keadilan interaksi berpengaruh positif (tinggi) dan signfikan terhadap kepuasan pelanggan Shopee di Kota Medan, namun demikian berdasarkan nilai R Square penanganan komplain yang terdiri dari keadilan distributif, keadilan prosedural dan keadilan interaksi cukup mampu memberikan penjelasan atau dapat juga sebagai variabel penentu kepuasan pelanggan Shopee dalam penanganan komplain selain faktor-faktor penentu kepuasan pelanggan lainnya selain penanganan komplain.


Full Text:

PDF

References


Buku

Achmad Bachrudin & Harapan L.Tobing (2003)., Analisis Data Untuk Penelitian Survei Dengan Menggunakan Lisrel 8 Dilengkapi Contoh Kasus, Jurusan Statistika, FMIPA-Unpad, Bandung.

Chin, W.W., (2010), How to Write up and Report PLS Analysis in Handbook of Partial Least Handbook of Partial Least Squares : Concepts, Methods and Applications Chapter 28, London New York : Springer Heidelberg Dordrecht.

Cooper, D.R., & Schindler, P.S., (2003). Business Research Method, Eight Edition, New York : McGraw-Hill

Kotler, P. (1997) Marketing Management: Analysis, Planning, Implementation, and Control. 9th Edition, Prentice Hall, Upper Saddle River.

Vincenzo, E.V., Chin, W.W., Henseler, J.H., & Wang, H., (2010), Handbook of Partial Least Squares : Concepts, Methods and Applications, Londong New York : Springer Heidelberg Dordrecht.

Jurnal

Badawi. (2012). Justice and Customer Emotion’s Effect on ComplaintHandling Satisfaction: A Survey on Complaint AttitudeHandling. International Journal of Innovation, Management and Technology. https://doi.org/10.7763/ijimt.2012.v3.300

Haverila, M., & Naumann, E. (2011). Customer Complaint Behavior and. Journal of Services Research, 10(2), 2011.

Johnston, R. (2001). Linking complaint management to profit. International Journal of Service Industry Management, 12(1), 60–69. https://doi.org/10.1108/09564230110382772

Mccollough, M. A., Berry, L. L., & Yadav, M. S. (2000). An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery. Journal of Service Research, 3(2), 121–137. https://doi.org/10.1177/109467050032002

Nguyen, D. T., McColl-Kennedy, J. R., & Dagger, T. S. (2012). Matching service recovery solutions to customer recovery preferences. European Journal of Marketing, 46(9), 1171–1194. https://doi.org/10.1108/03090561211247865

Ran, W. X., & Omar, R. (2014). Service recovery activities and customer satisfaction: Mediating role of justice dimensions: A case study of China. Asian Social Science, 10(18), 253–261. https://doi.org/10.5539/ass.v10n18p253

Smith, A. K., Bolton, R. N., & Wagner, J. (1999). A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery. In Journal of Marketing Research: Vol. XXXVI. www.ama.org/pubs/jmr.

Stauss, B. (2002). The dimensions of complaint satisfaction: Process and outcome. In Managing Service Quality (Vol. 12).

Tax, S. S., Brown, S. W. ;, Chandrashekaran, & Murali. (1998). Customer evaluations of service complaint experiences: Implications for relationship marketing. In Journal of Marketing (Vol. 62, Issue 2).

Voorhees, C. M., & Brady, M. K. (2005). A Service Perspective on the Drivers of Complaint Intentions.

Yoda, T., & Kumakura, T. (2007). EFFECT OF UNFAIRNESS ON CUSTOMER SATISFACTION: NEW INSIGHTS INTO CUSTOMER RETENTION. In Innovative Marketing (Vol. 3, Issue 1).




DOI: https://doi.org/10.30743/jmb.v7i1.10037

Refbacks

  • There are currently no refbacks.


Manajemen dan Bisnis
Fakultas Ekonomi Universitas Islam Sumatera Utara
Jl. Sisingamangaraja, Teladan-Medan Indonesia 20217 
Telp. (061) 7869880 | fax. (061) 7869880
Email: admin.jmb@fe.uisu.ac.id