TA DIGITAL
Pengaruh Keadilan Prosedural, Keadilan Interaksional, Dan Keadilan Distributiof Kepuasan Pelanggan Pada Bus Trans Semarang
Bus Trans Semarang is one of a means of mass transportation in Semarang city. Perfection services are very important to create satisfaction. Perceived justice is the assessment of customers for service provided company due to service failure. This research aimed to analyze the influence of procedural, interactional and distributive justice on customer satisfaction after service recovery on Bus Trans Semarang. The purposes of this final project are to determine the influence of procedural, interactional, and distributive justice on customer satisfaction after service recovery on Bus Trans Semarang. The sampling technique used in this research was judgemental sampling to select the respondents. The sample size of this research were 75 respondents.
The methods in collecting data are interview, questionnaire and observation. The result of multiple linier regression analysis are Y = -0,947 + 0,425X1 + 0,410X2 + 0,385X3 and procedural justice (X1), interactional justice (X2), and distributive justice (X3) significantly influential positive on customer satisfaction. The most influential variable is procedural justice variable (0,425). The more immediate priority is variable procedural justice. Coefficient determination was 0,508, it means that 50,8% of customer satisfaction could be explained by procedural justice, interactional justice, and distributive justice. Meanwhile, 49,2% of customer satisfaction was influenced by other variables, which were not included in this research.
Keywords: procedural justice, interactional justice, distributive justice, customer satisfaction, service recovery.
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