The Effect of Informational and Interpersonal Justice Towards Satisfaction With Recovery Service Through the Role of Customer Emotion Mediation: A Study on Post-Merger Rural Credit Banks (Bpr) in Indonesia

Abstract

The research objective is to explore the role of moving mediation on the influence of informational and interpersonal justice on satisfaction with service recovery, as well as broadening the impact of informational and interpersonal justice on satisfaction with service recovery at the Rural Bank (BPR) after merger. The data is collected through surveys of customers who experienced failure of bank credit services by rural banks (BPR) in the last two years which amounted to 127 respondents in Yogyakarta, Indonesia. The data analysis techniques used in this research are Structural Equation Modeling (SEM). The results of this study found that emotions (positive and negative emotions) mediate the influence of informational and interpersonal justice on satisfaction with service recovery. The results of this study confirm that informational and interpersonal justice can increase comfort with a revival of services at BPR after merger. The results of this study provide a theoretical contribution to the development of models for service failures in the Banking Service Industry, especially in the Rural Banks (BPR) after the merger in Indonesia. Also, the findings of this study are also useful for the Banking Services Industry as a strategy model to implement Financial Services Financial Authority regulations on Consumer protection.).