DOES PERCEIVED JUSTICE AFFECT CUSTOMER RECOVERY SATISFACTION? AN EMPIRICAL STUDY OF TELKOMSEL MALANG CUSTOMERS

Abstract

This research aims to determine the effect of Perceived Justice toward Customer Recovery Satisfaction on study of Telkomsel Malang customer. This research is an explanatory research which explains the causal relation between the variables through hypothesis testing. The data collection technique of this study uses questionnaires and literature study. 111 persons were purposively selected as the research samples. Test instrument that are used for testing the research are validity test, reliability test, and classical assumption test. The analytical methods that used were multi regression analysis and hypothesis testing which conducted with t test using SPSS.

The result of this study shows with using t test concluded that each of Perceived Justice has significant effect toward Customer Recovery Satisfaction. Therefore, Interactional Justice has the most significant effect on Customer Recovery Satisfaction compared to the other two aspects of justice. Moreover, Perceived Justice has positively significant effect to Customer Recovery Satisfaction in the study of Telkomsel Malang customer.

Key Words: Perceived Justice, Recovery Satisfaction