文章基本信息

标题：Analysis of Effect on Service Recovery Four Star Hotel in Semarang City
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作者：Jefri Heridiansyah ; Theresia Susetyarsi ; Ariyani Indriastuti 等
期刊名称：Management Analysis Journal
印刷版ISSN：2252-6552
电子版ISSN：2502-1451
出版年度：2020
卷号：9
期号：4
页码：350-354
DOI：10.15294/maj.v9i4.40745
出版社：Universitas Negeri Semarang
摘要：The purpose of this study is to find out: (1) How much influence does customer satisfaction have on the four-star hotel service recovery in Semarang City. (2) How much impact of customer trust on the service recovery of four-star hotels in Semarang, (3) How big is the influence of customer commitment on service recovery for four-star hotels in Semarang City. The sample in this study amounted to 57 respondents or customers. This study was analyzed using multiple linear regression includes the T-test, F test, and the coefficient of determination. Based on the results of the research and discussions, it can conclude that there is an effect of customer satisfaction on service recovery, there is an effect of customer trust on service recovery also there is an effect of customer commitment on service recovery.
关键词：Customer Satisfaction, Customer Trust, Customer Commitment and Service Recovery