PENGARUH DIMENSI KEADILAN PELAYANAN TERHADAP MINAT BERPERILAKU ULANG

Albari Albari ()

Jurnal Siasat Bisnis, 2013, vol. 17, issue 2, 117-130

Abstract: AbstractMarketing research involving justice variables as antecedent variables relatively not so much. Similarly, the subject of research in the public service sector. Though the subject or the service user is unique, because it can be positioned as required to execute citizens and the rule of law, as well as the consumer who needs a good service. Because the study by using themes and subjects of research as it is still interesting to do. Research involving the community in all districts in Yogyakarta (14 districts). The number of samples involved 290 respondents and selected by convenience sampling. After going through the process of validity and reliability, data analysis showed that treatment services with justice dimensions (distributive, procedural, and interactional) for the antecedent variables capable of being re-behaved intention, either directly or indirectly. In addition to the variables of satisfaction and complaints managed to become a mediator variable between dimensions of justice with the intention of re-behaved.Keywords: justice, satisfaction, complaints, behavior intention.AbstrakPenelitian pemasaran yang melibatkan variabel keadilan sebagai variabel anteseden relatif belum begitu banyak. Demikian pula dengan subyek penelitian di sektor layanan publik. Padahal subyek atau pengguna layanan ini unik, karena dapat berposisi sebagai warga negara yang wajib menjalankan aturan dan hukum, sekaligus sebagai konsumen yang membutuhkan pelayanan yang baik. Karena itu penelitian dengan menggunakan tema dan subyek penelitian seperti itu masih menarik untuk dilakukan. Penelitian melibatkan masyarakat di seluruh kecamatan di Kota Yogyakarta (14 kecamatan). Jumlah sampel melibatkan 290 responden dan dipilih dengan convenience sampling. Setelah melalui proses uji validitas dan reliabilitas, hasil analisis data menunjukkan bahwa perlakuan layanan dengan dimensi keadilan (distributif, prosedural, dan interaksional) mampu menjadi variabel anteseden untuk minat berperilaku ulang, baik secara langsung maupun tidak langsung. Selain itu variabel kepuasan dan keluhan berhasil menjadi variabel mediator antara dimensi keadilan dengan minat berperilaku ulang.Kata Kunci: keadilan, kepuasan, keluhan, minat berperilaku

Date: 2013
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