Freight Forwarding Company: The Effect of Service Failure, Recovery, Satisfaction, and Customer Loyalty

This study will examine the relationship between the impact of service failure and service recovery on customer satisfaction and loyalty. The research objective was to determine the effect of service failure can be up to customer loyalty. The object of this research is customers who use expedition s...

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Autores principales:	Adi Yudi, Endang Ruswanti
Formato:	article
Lenguaje:	EN ID
Publicado:	Universitas Airlangga 2021
Materias:	service failure, service recovery, customer satisfaction, customer loyalty Business HF5001-6182 Finance HG1-9999
Acceso en línea:	https://doaj.org/article/23fc77963288463a88936cca4e7182c1
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id	oai:doaj.org-article:23fc77963288463a88936cca4e7182c1
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spelling	oai:doaj.org-article:23fc77963288463a88936cca4e7182c12021-11-04T01:57:02ZFreight Forwarding Company: The Effect of Service Failure, Recovery, Satisfaction, and Customer Loyalty1979-36502548-214910.20473/jmtt.v14i2.27223https://doaj.org/article/23fc77963288463a88936cca4e7182c12021-08-01T00:00:00Zhttps://e-journal.unair.ac.id/JMTT/article/view/27223https://doaj.org/toc/1979-3650https://doaj.org/toc/2548-2149This study will examine the relationship between the impact of service failure and service recovery on customer satisfaction and loyalty. The research objective was to determine the effect of service failure can be up to customer loyalty. The object of this research is customers who use expedition services located in Jakarta. This research method uses quantitative methods using a questionnaire measuring instrument. The sampling technique used is simple random sampling. To analyze the data using SEM (Structural Equation Modeling) analysis tools with Lisrel. The results of this study conclude that, first, service failure affects service recovery. Secondly, service recovery affects customer loyalty. Third, service recovery affects customer satisfaction, and the last fourth of customer satisfaction also affects customer loyalty.Adi YudiEndang RuswantiUniversitas Airlanggaarticleservice failure, service recovery, customer satisfaction, customer loyaltyBusinessHF5001-6182FinanceHG1-9999ENIDJurnal Manajemen Teori dan Terapan, Vol 14, Iss 2, Pp 179-193 (2021)
institution	DOAJ
collection	DOAJ
language	EN ID
topic	service failure, service recovery, customer satisfaction, customer loyalty Business HF5001-6182 Finance HG1-9999
spellingShingle	service failure, service recovery, customer satisfaction, customer loyalty Business HF5001-6182 Finance HG1-9999 Adi Yudi Endang Ruswanti Freight Forwarding Company: The Effect of Service Failure, Recovery, Satisfaction, and Customer Loyalty
description	This study will examine the relationship between the impact of service failure and service recovery on customer satisfaction and loyalty. The research objective was to determine the effect of service failure can be up to customer loyalty. The object of this research is customers who use expedition services located in Jakarta. This research method uses quantitative methods using a questionnaire measuring instrument. The sampling technique used is simple random sampling. To analyze the data using SEM (Structural Equation Modeling) analysis tools with Lisrel. The results of this study conclude that, first, service failure affects service recovery. Secondly, service recovery affects customer loyalty. Third, service recovery affects customer satisfaction, and the last fourth of customer satisfaction also affects customer loyalty.
format	article
author	Adi Yudi Endang Ruswanti
author_facet	Adi Yudi Endang Ruswanti
author_sort	Adi Yudi
title	Freight Forwarding Company: The Effect of Service Failure, Recovery, Satisfaction, and Customer Loyalty
title_short	Freight Forwarding Company: The Effect of Service Failure, Recovery, Satisfaction, and Customer Loyalty
title_full	Freight Forwarding Company: The Effect of Service Failure, Recovery, Satisfaction, and Customer Loyalty
title_fullStr	Freight Forwarding Company: The Effect of Service Failure, Recovery, Satisfaction, and Customer Loyalty
title_full_unstemmed	Freight Forwarding Company: The Effect of Service Failure, Recovery, Satisfaction, and Customer Loyalty
title_sort	freight forwarding company: the effect of service failure, recovery, satisfaction, and customer loyalty
publisher	Universitas Airlangga
publishDate	2021
url	https://doaj.org/article/23fc77963288463a88936cca4e7182c1
work_keys_str_mv	AT adiyudi freightforwardingcompanytheeffectofservicefailurerecoverysatisfactionandcustomerloyalty AT endangruswanti freightforwardingcompanytheeffectofservicefailurerecoverysatisfactionandcustomerloyalty
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Freight Forwarding Company: The Effect of Service Failure, Recovery, Satisfaction, and Customer Loyalty

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