The effect of service failure on customer loyalty through customer forgiveness and service recovery as mediation variables

Abstract

This paper aims to examine more deeply the role of the customer forgiveness and service recovery variables on the relationship between service failure and loyalty. This research uses a go-car service on a gojek as the object of research. Go-car service was chosen because it is one of the services in Go-jek that has received a lot of criticism from its users. The respondents in this research were Go-Car service users who had experienced service failures when using the service. The determination of the number of samples in this research used a purposive sampling technique with a sample of 200 respondents. The method of collecting data is using a questionnaire, the data is analyzed using PLS-SEM.

الدور المعدل لمصداقية العلامة التجارية في دراسة العلاقة بين استراتيجيات إصلاح الخدمة والنية للتحول بالتطبيق على عملاء شركات الاتصالات في مصر

“…‫حتمية‬ ‫"األخطاء‬ ‫أن‬ ‫إلى‬ ‫الخدمة‬ ‫بإصالح‬ ‫املتعلقة‬ ‫السابقة‬ ‫اسات‬ ‫الدر‬ ‫تشير‬ ‫أيضا‬ " (Hart et al, 1990) ‫من‬ ‫فيها‬ ‫املرغوب‬ ‫غير‬ ‫والنتائج‬ ‫السلبية‬ ‫العواقب‬ ‫من‬ ‫التخفيف‬ ‫الشركات‬ ‫تحاول‬ ‫ولذلك‬ ، ‫ملقدمي‬ ‫يكون‬ ‫حيث‬ ‫حاسمة"‬ ‫"لحظة‬ ‫الخدمة‬ ‫إصالح‬ ‫عملية‬ ‫تعتبر‬ ‫الخدمة.‬ ‫لفشل‬ ‫االستجابة‬ ‫خالل‬ ‫السلبية‬ ‫العواقب‬ ‫حدة‬ ‫وتخفيف‬ ‫عمالئهم‬ ‫إلرضاء‬ ‫الوحيدة‬ ‫الفرصة‬ ‫الخدمة‬ (Laili et al, 2022).…”

Users’ Satisfaction and Loyalty in Hotel and Airbnb Hosting Services

“…Previous studies suggest that to better understand the user's relationship with the hosting service, it is necessary to conceive the relationship between the user's expectation (the level of service that the user expects from the service provider) and the consumption experience itself (experience that the user experienced with the services provided) (Shin, Zhong, & Biocca, 2020;Torres & Kline, 2006). From the relationship, expectation and experience of consumption, it is possible to obtain the reasons that lead the user of hosting services to repeat the use of the same service, that is, a consumer loyalty is created, thus generating the user's satisfaction with the services provided or in return for not using that service anymore, thus constituting a change in attitude, creating dissatisfaction (Indriastuti et al, 2022;Laili, 2022).…”