Abstract
The purpose of this study is to find out: (1) How much influence does customer satisfaction have on the four-star hotel service recovery in Semarang City. (2) How much impact of customer trust on the service recovery of four-star hotels in Semarang, (3) How big is the influence of customer commitment on service recovery for four-star hotels in Semarang City. The sample in this study amounted to 57 respondents or customers. This study was analyzed using multiple linear regression includes the T-test, F test, and the coefficient of determination. Based on the results of the research and discussions, it can conclude that there is an effect of customer satisfaction on service recovery, there is an effect of customer trust on service recovery also there is an effect of customer commitment on service recovery.
Highlights
Companies engaged in the service industry, especially four-star hotels in Semarang, have experienced very rapid development that can see from the large number of four-star hotels in the city of Semarang
The following is the result of the coefficient of determination (R2): The coefficient of determination (R2) of 0.651 means 65.1% of the variation in changes tomer satisfaction (4,232)> t table (1,674) and a significance value of 0,000 t table (1.674) and a significance value of 0.002 t table (1.674) and a significance value of 0.002
Service Recovery has an impact on customer satisfaction, customer trust, customer commitment
Summary
Companies engaged in the service industry, especially four-star hotels in Semarang, have experienced very rapid development that can see from the large number of four-star hotels in the city of Semarang. In every company engaged in the service sector, mostly hotels, no matter how big the hotel makes mistakes, it might happen. According to Berry and Parasuraman (1991), service delivery, failures, or errors can occur. An intentional or unintentional mistake by a service company is a service company’s service failure. If there is a service failure, the hotel cannot avoid it. The hotel has to carry out proper service recovery to customers who have been disappointed. Previous research suggests that the best service recovery is the main factor in building good relationships with consumers who are disappointed with the services they receive (Maxham, 2001)
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