The role of corporate reputation moderation of banking services

Badawi; Tjahjono, H. K.; Muafi

doi:10.17512/pjms.2017.15.1.02

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Tytuł artykułu

The role of corporate reputation moderation of banking services

Autorzy

Badawi , Tjahjono H. K. , Muafi

Treść / Zawartość

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DOI

10.17512/pjms.2017.15.1.02

Warianty tytułu

Rola stabilizacji reputacji korporacyjnej usług bankowych

Języki publikacji

Abstrakty

The purpose of this research is to test and analyze the role of corporate reputation moderation towards satisfaction with service recovery in the industrial banking. This research uses a credit customer in six major banks in the West Java Province, Indonesia with the technique of accidental sampling. Statistic technique uses structural equation modeling (SEM). Result of this research shows that (1) distributive justice, procedural, interpersonal, and informational on the complaint handing is able to increase satisfaction with service recovery (2) corporate reputation moderates the effect of distributive justice, procedural, and informational towards customer satisfaction with service recovery, but not moderates the effect of interpersonal justice on the customer satisfaction with service recovery. Research theory contribution shows that the importance of customer behavior on satisfaction with service recovery can use justice approach which is a behavioral strategy of satisfaction with service recovery on service and can be implemented in banking services industry.

Celem niniejszego badania jest sprawdzenie oraz analiza roli stabilizacji reputacji korporacyjnej w kierunku zadowolenia z odzyskiwania usług w bankowości przemysłowej. Badania przeprowadzono na grupie klientów kredytowych w sześciu największych bankach prowincji West Java w Indonezji techniką przypadkowego pobierania próbek. Technika statystyczna wykorzystuje modelowanie równań strukturalnych (SEM). Wynik badania pokazuje, że: (1) sprawiedliwość dystrybucyjna, proceduralna, interpersonalna i informacyjna w zakresie przekazywania skarg może zwiększyć satysfakcję z odzyskiwania usług (2) reputacja korporacyjna łagodzi efekt sprawiedliwości dystrybucyjnej, proceduralnej i informacyjnej w kierunku zadowolenia klienta z odzyskiwania usług, lecz nie łagodzi skutków sprawiedliwości interpersonalnej w odniesieniu do zadowolenia klienta z odzyskiwania usług. Wkład teoretyczny wskazuje, że znaczenie zachowań klientów w zakresie satysfakcji z odzyskiwania usług może wykorzystywać podejście sprawiedliwe, które jest behawioralną strategią satysfakcji z odzyskiwania usług i może być wdrażane w sektorze usług bankowych.

Słowa kluczowe

justice complaint handling corporate reputation customer satisfaction with service recovery

sprawiedliwość rozpatrywanie skarg reputacja firmy zadowolenie klientów z odzyskiwania usług

Wydawca

Czestochowa University of Technology

Czasopismo

Polish Journal of Management Studies

Rocznik

2017

Tom

Vol. 15, No. 1

Strony

15--25

Opis fizyczny

Bibliogr. 46 poz., rys., tab.

Twórcy

autor

Badawi

Management Department, Economic Faculty, Universitas Muhammadiyah Cirebon

autor

Tjahjono H. K.

Management Department, Economic Faculty, Universitas Muhammadiyah Yogyakarta

autor

Muafi

muafi@uii.ac.id

Management Department, Economic Faculty, Universitas Islam Indonesia

Bibliografia

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Uwagi

Opracowanie ze środków MNiSW w ramach umowy 812/P-DUN/2016 na działalność upowszechniającą naukę (zadania 2017).

Typ dokumentu

Bibliografia

Identyfikator YADDA

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