PENGARUH RELIGIUSITAS, SPIRITUALITAS, DAN TINGKAT KEGAGALAN JASA TERHADAP PENGAMPUNAN KONSUMEN, PERCEIVED SERVICE RECOVERY, DAN NEGATIVE WORDS OF MOUTH PADA MASKAPAI PENERBANGAN LION AIR
| Main Authors: | Mardayati Ningsih, Dwi Ferry, Tema Atmaja, Ferry |
|---|---|
| Format: | Thesis NonPeerReviewed Archive |
| Bahasa: | eng |
| Terbitan: |
, 2017
|
| Subjects: | |
| Online Access: |
http://repository.unib.ac.id/11909/1/SKRIPSI%20DWI%20MARDAYATI%20NINGSIH%20C1B013047.pdf http://repository.unib.ac.id/11909/ |
Daftar Isi:
- This study investigates how consumer personality characteristics of religiosity, spirituality, and the severity of service failure affect consumer forgiveness and perceived service recovery as a response to service failure in Lion Air Airline. Further, the study explores the relationships between this consumer forgiveness, perceived service recovery, and service outcomes which is spreading negative words of mouth. Respondents of this study were the individuals who ever been in service failures incidents when using the Lion Air as their transportation. Respondents of this study were obtained to use convenience technique and data of respondents were collected by offline questionnaire. AMOS was used to filter the data meanwhile SmartPLS was used to analyze the data. Findings reveal that consumer religiosity and spirituality affect the consumer forgiveness. While consumer‟s perceived severity of service failure is related to consumer forgiveness, the results demonstrate the effects of perceived severity of service failure and consumer forgiveness on negative words of mouth. However, contrary to expectations, consumer forgiveness has no relationship with perceived service recovery and perceived service recovery also has no relationship with negative words of mouth. These findings contribute to the understanding on the role of consumers‟ implicit personality characteristics in interpretation of service failure incidents.