The role of communication justice and assertive communication in b2c marketplace post recovery satisfaction

Kussusanti, Susanti and Tjiptoherijanto, Prijono and Halim, Rizal Edy and Furinto, Asnan (2021) The role of communication justice and assertive communication in b2c marketplace post recovery satisfaction. International Journal of Social Science and Human Research, 4 (6). pp. 1342-1353. ISSN 2644-0695

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Official URL: http://ijsshr.in/v4i6/18.php

Abstract

The rapid growth of e-commerce, unfortunately, has not been supported by the improved services. Customers complaints have not been handled properly, due to the lack of non face-to-face communication. In the other hand, customers express their complaints in various ways, such as the assertive way. 317 respondents were collected as a sample of this research, who are B2C online customers in Indonesia, experienced service failure in the last 6 months, submitted a complaint and received a response. Structural Equation Modeling (SEM) was used to analyze. This study proved that there was a positive influence of communication justice on post-recovery satisfaction. However, assertive communication did not influence the post-recovery satisfaction. This research also proved that post-recovery satisfaction has a positive effect on online repurchase intention. This research is expected to contribute to marketing science, and practical contributions are given.

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:	assertive communication, communication justice, online repurchase intention, post recovery satisfaction
Subjects:	600 Applied sciences & technology > 650 Management & public relations 600 Applied sciences & technology > 650 Management & public relations > 658 General Management
Divisions:	Universitas Al-Azhar Indonesia (UAI) > Fakultas Ilmu Sosial dan Ilmu Politik (FISIP) > Ilmu Komunikasi
Depositing User:	Rifda Jilan
Date Deposited:	27 Jul 2021 14:45
Last Modified:	05 Sep 2021 06:16
URI:	http://eprints.uai.ac.id/id/eprint/1637

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