Informational justice and post-recovery satisfaction in e-commerce: the role of service failure severity on behavioral intentions

Kussusanti, Susanti and Tjiptoherijanto, Prijono and Halim, Rizal Edy and Furinto, Asnan (2019) Informational justice and post-recovery satisfaction in e-commerce: the role of service failure severity on behavioral intentions. The Journal of Asian Finance, Economics and Business, 6 (1). pp. 129-139. ISSN 2288-4645

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Official URL: http://koreascience.or.kr/article/JAKO201915658236...

Abstract

The purpose of this research is to examine the effect of informational justice on post-recovery satisfaction, and the effect of post-recovery satisfaction on behavioral intentions in e-commerce, including further investigate the moderating effect of service failure severity. Using quantitative method, the population of this research are online customers in Indonesia, with non-probability sampling that will be done by purposive sampling method based on predetermined criterias, which are customers who were doing transactions in the Business to Consumer (B2C) online sites, experienced service failure in the last 6 months, submitted a complaint, and received a response. Sample of 317 online customers were gathered and analyzed using the Structural Equation Modeling. The results of this study indicated that 5 hypothesis are supported with data. As a conclusion, informational justice and post-recovery satisfaction has positive effect, while service failure severity acts as a moderator between post-recovery satisfaction and behavioral intentions. As a managerial implication, online store management needs to ensure the informational justice to make a post-recovery satisfaction. Therefore, online store management needs to ensure the informational justice to make a post-recovery satisfaction, increase repurchase and positive e-word of mouth intention, also work harder to recover services, especially in high service failure severity condition.

Item Type:	Article
Additional Information:	Turnitin's similarity index result was checked based on rules stated in "Pedoman Operasional Penilaian Angka Kredit Kenaikan Jabatan Akademik/Pangkat Dosen" (http://lldikti12.ristekdikti.go.id/wp-content/uploads/2019/03/PO-PAK-2019_MULAI-BERLAKU-APRIL-2019.pdf) pp. 23-25
Uncontrolled Keywords:	behavioral intentions; informational justice; post-recovery satisfaction; service failure severity
Subjects:	300 Social sciences > 380 Commerce, communications & transportation 300 Social sciences > 380 Commerce, communications & transportation > 381 Commerce (Trade)
Divisions:	Universitas Al-Azhar Indonesia (UAI) > Fakultas Ilmu Sosial dan Ilmu Politik (FISIP) > Ilmu Komunikasi
Depositing User:	Rifda Jilan
Date Deposited:	27 Jul 2021 13:29
Last Modified:	05 Sep 2021 06:19
URI:	http://eprints.uai.ac.id/id/eprint/1635

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