Understanding The Impact of Service Recovery Strategies Towards Service Recovery Satisfaction and Customer Loyalty: A Case of IndiHome Internet Service Provider

Authors

  • Muhammad Fauzan Naufal Yusran School of Business and Management, Institut Teknologi Bandung
  • Annisa Rahmani Qastharin School of Business and Management, Institut Teknologi Bandung

Abstract

IndiHome is one of internet service providers in Indonesia. Despite the increasing number of
users, IndiHome experience service failure in serving their customers. To understand the impact of service recovery strategies towards service recovery satisfaction and customer loyalty, IndiHome have to performed service recovery. Quantitative method is used to gain the information in order to identify the relationship between service recovery strategies towards service recovery satisfaction and customer loyalty. The primary data is gathered from 230 respondents with several criteria. The results shows that compensation is the only strategies that affects both service recovery satisfaction and customer loyalty, and the other just affect service recovery satisfaction. Also, IndiHome have to implement some strategies of service recovery to particular type of respondents based on what type of service recovery strategies that the customers tend to be more focused or concerned in order to gain back their satisfaction and maintain their loyalty. Therefore, the objective of this research is completed.

 

Keywords: Problem Solving, Explanation, Compensation, Follow Up, Service Recovery Strategies, Service Recovery Satisfaction, Customer Loyalty.

Issue

Vol. 10 No. 3 (2021)

Section

Articles