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Service Recovery Strategy And Customer Satisfaction: Evidence From Hotel Industry In Yogyakarta-Indonesia

KINERJA: Journal of Business and Economics

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Field Value
 
Title Service Recovery Strategy And Customer Satisfaction: Evidence From Hotel Industry In Yogyakarta-Indonesia
 
Creator Suprapto , Budi
Yunanto Hashym, Galang
 
Description This paper aims to discuss the findings from a study conducted concerning service recovery strategies and customer satisfaction among the hotels in Yogyakarta, Indonesia. The hospitality
industry in Yogyakarta is a booming one and competition in the hotel industry is indeed stiff. To
reduce the level of service failure in hotels as a result of unsatisfactory services, there is a need
to identify recovery strategies to rectify and better manage the situation.
The primary aim of this study is to analyze service recovery strategies and the impact of these
strategies which consist of compensation, speed of recovery, and apology on service recovery
satisfaction among hotel guests. A total of 113 respondents participated in this study comprising
hotel guests in Yogyakarta, Indonesia by way of answering a set of questionnaire.
Results from the regression analysis showed that compensation, speed of recovery, and apology
are all influencing factors in customer satisfaction either implemented partially or wholly. Furthermore, it is indicated that apology has the biggest impact on customer service satisfaction compared to the other recovery strategies.
 
Publisher Faculty of Economics Universitas Atma Jaya Yogyakarta
 
Date 2010-08-01
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier https://ojs.uajy.ac.id/index.php/kinerja/article/view/43
10.24002/kinerja.v14i2.43
 
Source KINERJA; Vol 14, No 2 (2010): Kinerja
0853-6627
 
Language eng
 
Relation https://ojs.uajy.ac.id/index.php/kinerja/article/view/43/18