PENGARUH DIMENSI-DIMENSI KEADILAN ORGANISASIONAL TERHADAP CUSTOMER CITIZENSHIP BEHAVIOR DENGAN MEDIASI KEPERCAYAAN PADA PELANGGAN HYPERMART DI ROYAL PLAZA SURABAYA
Daftar Isi:
- Retail growth in Indonesian has increased and it influenced the intensity of market competition. Every retailer should implement justice for retail customers in order to see whether customers have a Customer Citizenship Behavior (CCB) or not. When a customer has a CCB then the customer high loyalty towards retail. Sample characteristics are the customer’s Hypermart Royal Plaza Surabaya who shopping at least three times in the last six months, have hicard, always shopping in Hypermart Royal Plaza Surabaya with age minimum 19 year and Indonesian citizens. The analysis technique used is Path Analysis. The result of this research is that (1)Distributive justice positive not significant effect the CCB with trust as a mediation variable (2)Prosedural justice positive not significant effect the CCB with trust as a mediation variable (3)Interactive justice positive not significant influences the CCB with trust as a mediation variable. Key words : Distributive Justice, Prosedural Justice, Interactive Justice, Trust and Customer Citizenship Behavior.