PENGARUH SERVICE FAILURE DAN STRATEGI RECOVERY TERHADAP BEHAVIORAL INTENTIONS PADA KATERING HJ. IDA KOTA PALU

Andita Nur Safitri, Stambuk: C20117576, Research Title "The Effect of Service Failure and Recovery Strategies on Behavioral Intentions at Catering HJ. IDA, Palu ". Supervised by Ira Nuriya Santi
This study is to examine the effect of recovery strategy and service failure on changes in behavioral intention at Hj. Ida catering, Palu, Indonesia. In this study, the implementation was with a total of 60 respondents as samples whose data were collected using the causal descriptive method. SEM (Structural Equation Modeling) was also applied as a form of analysis to test the hypotheses which was carried out through the use of SmartPLS 3.0 application. From findings, it is known that there was a positive influence brought by recovery strategy to behavioral intention, while on the other side it was found that there was a negative effect brought by service failure to behavior intentions. Furthermore, it also found a negative influence brought by failed services to behavioral intentions at Hj. Ida Catering in Palu, through recovery strategy moderation.
Keywords: service recovery, service failure, behavioral intention