Pemulihan Layanan Melalui Customer Affection Pada Kepuasan Penanganan Keluhan Mitra Pengemudi Online
نویسندگان
چکیده
Complaints from online driver-partners against transportation companies tend to occur frequently about the services provided. Online are required reduce service failures that occur. The complaints themselves seen have fluctuated. However, do not prevent new enthusiasts joining as partners. purpose of this study was determine effect recovery on complaint handling satisfaction and customer affection a mediator. unit analysis is Grab driver who visited Banyumas office during past year. number respondents in research 204, questionnaire an instrument, technique uses Structural Equation Modeling. results found there positive distributive justice, procedural interactional justice driver-partners. Then, driver-partner mediated by affection.
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ژورنال
عنوان ژورنال: Jurnal Maneksi
سال: 2021
ISSN: ['2302-9560', '2597-4599']
DOI: https://doi.org/10.31959/jm.v10i1.642