Analisis Pengaruh Expectation Of Service Recovery, Perceived Quality of Service Recovery, Initial Negative Affect Terhadap Satisfaction With Service Recovery dengan Customer Disconfirmation dan Equity Sebagai Variabel Intervening

Chaterina, Chaterina (2010) Analisis Pengaruh Expectation Of Service Recovery, Perceived Quality of Service Recovery, Initial Negative Affect Terhadap Satisfaction With Service Recovery dengan Customer Disconfirmation dan Equity Sebagai Variabel Intervening. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

This research will focus on initial negative affect, expectation of service recovery, perceived quality of service recovery, customer disconfirmation and equity as the impact factor of satisfaction with service recovery in the service companies sector, especially university. Because the sector is form as high contact service which will have a long term relationship continously with consumers that is college students. In addition, this study also analyzes the impact of initial negative affect, expectation of service recovery, perceived quality of services recovery, customer disconfirmation and equity towards satisfaction with service recovery. The sampling method is purposive sampling with universities in Batam as the population in this research. The sample that used in the research were college students from Universitas Batam, Universitas Internasional Batam and Politeknik Batam who experienced dissatisfaction with the academic services of 75 respondents overall as sample. This research uses simple regression analysis and multiple regression methods with SPSS software version 17. The results of this research was initial negative affect did not has impact to satisfaction with service recovery. While the research results of variable expectation of service recovery, perceived quality of services recovery, customer disconfirmation and equity have impact to satisfaction with service recovery. Keywords: Expectation of service recovery, Perceived quality of services recovery, Customer disconfirmation, Equity, Initial negative affect, Satisfaction with service recovery

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