PENGARUH SERVICE RECOVERY TERHADAP KEPUASAN PELANGGAN PDAM DI KOTA PALU

ABSTRACT
This study aims to determine the effect of service recovery (distributive justice, procedural justice, interactional justice) on customer satisfaction in PDAMs in Palu City, either simultaneously or partially. This type of research is a causal description. The population in this study is devoted to customers who have complained at PDAM Kota Palu. The sampling technique in this study was proportional random sampling, with a sample size of 70 respondents. Collecting data using a questionnaire which is then processed using SPSS For Windows Release 016. The method of analysis used in this study is multiple regression analysis. The results of this study indicate that the variable Service Recovery (distributive justice, procedural justice, and interactional justice) simultaneously has a positive and significant effect on customer satisfaction in PDAM in Palu City. Meanwhile, the distributive justice dimension partially has no significant effect on customer satisfaction. Procedural justice partially has a significant effect on customer satisfaction. And interactional justice partially has a significant effect on customer satisfaction.

Keywords: Service Recovery, Customer Satisfaction