Pemulihan Layanan Melalui Customer Affection Pada Kepuasan Penanganan Keluhan Mitra Pengemudi Online

Isti Riana Dewi, Ni Wayan Fitriana Ayu Lestari, Dewi Anggun Puspitarini


Complaints from online driver-partners against online transportation companies tend to occur frequently about the services provided. Online transportation companies are required to reduce service failures that occur. The complaints from the driver-partners themselves are seen to have fluctuated. However, the complaints that occur do not prevent new enthusiasts from joining as partners. The purpose of this study was to determine the effect of service recovery on complaint handling satisfaction and customer affection as a mediator. The unit of analysis is Grab driver who visited the Banyumas service office during the past year. The number of respondents in this research is 204, the questionnaire as an instrument, and the analysis technique uses Structural Equation Modeling. The results found that there is a positive effect of distributive justice, procedural justice, and interactional justice on the satisfaction of online driver-partners. Then, distributive justice, procedural justice, and interactional justice have a positive effect on online driver-partner satisfaction mediated by customer affection.


Service Recovery; Customer Affection; Complaint Handling; Driver Satisfaction


Albari. (2013). Pengaruh Dimensi Keadilan Pelayanan Terhadap Minat Berperilaku Ulang. 17(2), 117–130.

Choi, B., & Choi, B. J. (2014). The effects of perceived service recovery justice on customer affection, loyalty, and word-of-mouth. European Journal of Marketing, 48(1), 108–131.

Daskin, M., & Kasim, A. (2016). Exploring the impact of service recovery on customer affection, perceived value, and sabotaging behaviour: Does gender make a difference? International Journal of Services and Operations Management, 23(4), 467–485.

Dewi, I. R. (2020). Pengelolaan Keadilan Distributif Terhadap Customer Affection Mitra Grab Karesidenan Banyumas. Jurnal Ekonomi Bisnis Dan Industri, 02(01), 13–20.

Dos Santos, C. P., & Basso, K. (2012). Do ongoing relationships buffer the effects of service recovery on customers’ trust and loyalty? International Journal of Bank Marketing, 30(3), 168–192.

Douglas, H., & Bateson, J. (2011). Service Marketing. In Acta Theologica (4th ed.). Colorado State University:Cengage Learning.

Fatricia, S., & Priadi, D. E. (2018). Pengaruh Service Recover Terhadap Kepuasan Pelanggan Speedy (the Effect of Service Recovery on Speedy’S Customer Satisfaction). Jurnal Digest Marketing, 3(1), 37–44.

J Petzer, D. (2017). Perceived Justice, Service Satisfaction And Behavior Intentions Following Service Recovery Efforts In A South African Retail Banking Context. International Journal of Bank Marketing, 35(2).

Kotler, P. (2016). Marketing Management (3rd ed.). Perason Education Limited.

Kumar, V., & Reinartz, W. (2018). Customer Relationship Management (3rd ed.). Springer.

La, S., & Choi, B. (2012). The role of customer affection and trust in loyalty rebuilding after service failure and recovery. Service Industries Journal, 32(1), 105–125.

Liu, C. H. S., & Lee, T. (2016). Service quality and price perception of service: Influence on word-of-mouth and revisit intention. Journal of Air Transport Management, 52, 42–54.

Prasongsukarn, K., & Patterson, P. G. (2012). An extended service recovery model: The moderating impact of temporal sequence of events. Journal of Services Marketing, 26(7), 510–520.

Purbandari, E., Sugandini, D., & Sutiono, H. T. (2018). Word of Mouth Sebagai Konsekuensi Kepuasan Pelanggan. Jurnal Manajemen Dan Pemasaran Jasa, 11(1), 111.

Schiffman, L. G., & Wisenblit, J. L. (2015). Consumer Behavior. In Consumer Behavior (11th ed., Issue 6). Pearson Education, Inc.

Shirian, A., SadeghVaziri, F., Rahbar Kelishmi, E., & Esmaeili, S. (2014). Assessing the Role of Brand Personality on Trust, Affection, Loyalty and Customer Satisfaction in Governmental Organization: (Case of Study: Maskan Bank). Research Journal of Recent Sciences Res.J.Recent Sci, 3(7), 130–138.

Wianto, D. (2017). Pengaruh Service Recovery Justice Terhadap Customer Affection, Loyalty, dan Word-Of-Mouth Bagi Pelanggan Lion Air Surabaya. 6(1), 866–885.

Wijaithammarit, S., & Taechamaneestit, T. (2012). The Impact of Customer Experience Management onCustomer Loyalty of Supercenter’s Shopper in Thailand. International Journal of E-Education, e-Business, e-Management and e-Learning, 2(6), 2–6.


DOI (klik disini untuk file PDF):


  • There are currently no refbacks.

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.

Creative Commons License
This Journal Maneksi is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.