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The effect of service failure on customer loyalty through customer forgiveness and service recovery as mediation variables:A study on go-car in Surabaya

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  • Ivatul Laili

    (Faculty of Economic and Business, University of Brawijaya, Mastrip Warugunung street, Karangpilang 60221, Surabaya, Indonesia)

  • Sumiati

    (Ph.D., Faculty of Economics and Business, University of Brawijaya, Soekarno Hatta street, Griya Shanta, 65141, Malang, Indonesia)

  • Sudjatno

    (Ph.D., Faculty of Economics and Business, University of Brawijaya, Soekarno Hatta street, Griya Shanta, 65141, Malang, Indonesia)

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. Key Words:Customer Loyalty, service failure, customer forgiveness, service recovery

Suggested Citation

  • Ivatul Laili & Sumiati & Sudjatno, 2022. "The effect of service failure on customer loyalty through customer forgiveness and service recovery as mediation variables:A study on go-car in Surabaya," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 11(4), pages 23-29, June.
  • Handle: RePEc:rbs:ijbrss:v:11:y:2022:i:4:p:23-29
    DOI: 10.20525/ijrbs.v11i4.1792
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    References listed on IDEAS

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    1. Arirat Chueabunkoet Noth & Pensri Jaroenwanit & Rudolph Henry Brown, 2015. "The Roles of Forgiveness towards Repurchase Intentions from a Cross Cultural Perspective," Athens Journal of Business & Economics, Athens Institute for Education and Research (ATINER), vol. 1(3), pages 221-234, July.
    2. Chou, Pin-Fenn, 2015. "An analysis of the relationship between service failure, service recovery and loyalty for Low Cost Carrier travelers," Journal of Air Transport Management, Elsevier, vol. 47(C), pages 119-125.
    3. Aakash Ashok Kamble & Shubhangi Walvekar, 2019. "Relationship between customer loyalty and service failure, service recovery and switching costs in online retailing," International Journal of Business Information Systems, Inderscience Enterprises Ltd, vol. 32(1), pages 56-72.
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