The Effect of Service Failure and Word of Mouth on Customer Satisfaction Through Service Recovery on “Couple of Shoes” Laundry Services Medan

Reza Muhammad (), Syafrizal Helmi Situmorang and Sugih Arto Pujangkoro
Additional contact information
Reza Muhammad: Universitas Sumatera Utara
Syafrizal Helmi Situmorang: Universitas Sumatera Utara
Sugih Arto Pujangkoro: Universitas Sumatera Utara

A chapter in Proceedings of the 7th Global Conference on Business, Management, and Entrepreneurship (GCBME 2022), 2024, pp 674-684 from Springer

Abstract: Abstract This research was conducted on “couple of shoes” laundry services registered with the Department of Cooperatives and SMEs in Medan City. This study aims to analyze how service failure and word of mouth on customer satisfaction through service recovery in the laundry couple of shoes. This research was quantitative. The approach used was associative causality. The number of samples in this study was 105 respondents. In accordance with the formulated hypothesis, in this study, statistical data analysis was measured using SmartPLS (Partial Least Square) software. Based on the tests that have been carried out, the direct effect significance test shows that the service failure variable has a positive and significant effect on customer satisfaction. Word of mouth cannot affect customer satisfaction.

Keywords: Customer Satisfaction; Service Failure; Service Recovery; Word of Mouth (search for similar items in EconPapers)
Date: 2024
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:advbcp:978-94-6463-234-7_70

Ordering information: This item can be ordered from
http://www.springer.com/9789464632347

DOI: 10.2991/978-94-6463-234-7_70

Access Statistics for this chapter

More chapters in Advances in Economics, Business and Management Research from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().