ANALISIS KEPUASAN PELANGGAN MELALUI SERVICE RECOVERY TOKO ONLINE “TOKOLOBO”

Vera Nur Annisa, - (2022) ANALISIS KEPUASAN PELANGGAN MELALUI SERVICE RECOVERY TOKO ONLINE “TOKOLOBO”. S1 thesis, Universitas Pendidikan Indonesia.

Abstract

Fokus utama dalam penelitian ini adalah analisis kepuasan pelanggan melalui service
recovery toko online “TOKOLOBO”. Service recovery dapat menangani keluhan masalah
pelanggan sehingga dapat meningkatkan kepuasan pelanggan. Hal ini sangat menarik, karena
dunia teknologi saat ini sangat berkembang dengan pesat khususnya belanja online. Terdapat
banyak faktor yang mempengaruhi kepuasan pelanggan, namun yang menarik peneliti adalah
service recovery yang meliputi distributive justice, procedural justice, dan interactional justice.
Tujuan dari penelitian ini adalah untuk mengetahui gambaran distributive justice,
procedural justice, dan interactional justice di toko online “TOKOLOBO” dan juga mengetahui
pengaruh distributive justice, procedural justice, dan interactional justice di toko online
“TOKOLOBO”.
Metode penelitian yang digunakan adalah metode deskriptif dan verifikatif dengan
populasi sebanyak 143 pelanggan di toko online “TOKOLOBO” dan sampel berjumlah 105
pelanggan. Teknik analisis yang digunakan adalah asumsi klasik dan analisis regresi linear
berganda.
Hasil penelitian menunjukkan bahwa distributive justice tidak signifikan terhadap
kepuasan pelanggan, artinya seberapa besar pun service recovery yang dilakukan perusahaan
dengan menggunakan indikator distributive justice tidak akan meningkatkan atau menurunkan
kepuasan pelanggan. Variabel procedural justice berpengaruh positif dan signifikan terhadap
kepuasan pelanggan, procedural justice dilakukan dengan mengacu pada kebijakan, peraturan,
dan waktu yang dihabiskan dalam proses penanganan komplain pelanggan dimana setiap
pelanggan ingin ditangani dengan proses yang mudah dan cepat. Variabel interactional justice
berpengaruh positif dan signifikan terhadap kepuasan pelanggan, adanya pengaruh antara
Interactional justice terhadap kepuasan pelanggan menunjukkan bahwa perusahana telah
melakukan services recovery dengan memenuhi elemen utama interactional justice yaitu
honestly, politeness, explanation, effort dan empathy. Dan Adjusted R Square sebesar 0,558.
Artinya variabel-variabel bebas interactional justice, distributive justice, procedural justice
berpengaruh sebesar 55,8% terhadap kepuasan pelanggan, sisanya sebesar 44,2% dipengaruhi
variabel lain.

The major goal of this study is to boost customer satisfaction for the online retailer
"TOKOLOBO" through service recovery. In order to improve customer satisfaction, service
recovery can manage complaints from customers who have problems. This is quite intriguing
because technology is developing quickly right now, especially internet buying. Although there
are many aspects that influence customer happiness, service recovery which comprises
distributive justice, procedural justice, and interactional justice excites researchers.
The goal of this study is to learn more about the definitions of distributive justice,
procedural justice, and interactional justice at the "TOKOLOBO" online shop as well as to
understand how these concepts affect the "TOKOLOBO" website.
With a population of 143 customers at the online store "TOKOLOBO" and a sample of 105
customers, the research method employed is descriptive and verification methods. The traditional
assumption and multiple linear regression analysis are the analysis methods employed.
According to the study's findings, service recovery efforts by the company utilizing
distributive justice indicators will not raise or reduce customer satisfaction, regardless of how
much distributive justice is practiced. The procedural justice variable, which is applied by
referring to policies, rules, and time spent in the process of handling customer complaints where
every customer expects to be treated in an easy and quick procedure, has a positive and
significant impact on customer satisfaction. Customer satisfaction is positively and significantly
impacted by the interactional fairness component. The relationship between interactional justice
and customer satisfaction demonstrates that the business has successfully recovered services by
upholding the fundamental principles of interactional justice, including honesty, politeness,
explanation, effort, and empathy. And R Square was corrected to 0.558. This indicates that the
independent variables distributive justice, procedural justice, and interactional justice have an
effect on customer satisfaction to the tune of 55.8%, with other variables influencing the
remaining 44.2%

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Item Type:	Thesis (S1)
Additional Information:	https://scholar.google.co.id/citations?view_op=list_works&hl=id&user=MVsoXesAAAAJ SINTA ID : 5993246 SINTA ID : 5977407
Uncontrolled Keywords:	Distributive justice, Procedural justice, Interactional justice, Kepuasan Pelanggan Customer Satisfaction
Subjects:	H Social Sciences > HC Economic History and Conditions L Education > L Education (General)
Divisions:	Fakultas Pendidikan Ekonomi dan Bisnis > Manajemen (non kependidikan)
Depositing User:	Vera Nur Annisa
Date Deposited:	12 Jan 2023 06:24
Last Modified:	12 Jan 2023 06:24
URI:	http://repository.upi.edu/id/eprint/87073

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