Analisis Service Recovery (Pemulihan Layanan) Dalam Meningkatkan Kepuasan Pelanggan (Studi Pada Plasa PT. Telkom Witel Sulteng Kota Palu).

Eva Octaviana C20018002, Title “Analysis of Service Recovery in Increasing
Customer Satisfaction (A Study on the Plaza PT Telkom Witel of Central Sulawesi,
Palu”. Supervised by Syamsul Bachri as the Supervisor and Farid as the Co-
Supervisor.
This research aims to determine and analyze Service Recovery at Plaza PT
Telkom Witel of Central Sulawesi, Palu in Increasing Customer Satisfaction. Service
Recovery variables used Distributive justice, Procedural justice, and Interactional
justice. Type of the research was descriptive quantitative. The population was every
customer who has ever submitted a complaint to Plaza PT Telkom Witel of Central
Sulawesi, Palu with a sample of 40 people taken through purposive sampling
technique. Data collection techniques used observation, interviews, and
questionnaires. The results obtained indicate that there are several service recovery
variables include Procedural justice, Interactional justice, and Distributive justice.
The highest value is found in 2 variables, namely Procedural justice and
Interactional justice with a value of 4.37 which is categorized as very good value.
Therefore, the service recovery applied to PT Telkom witel of Central Sulawesi Palu
can be seen in the procedural justice and interactional justice variables that can
increase customer satisfaction.
Keywords: Service Recovery, Customer Satisfaction.