ANALYZING THE EFFECT OF SERVICE RECOVERY QUALITY ELEMENTS TOWARD INDIHOME BRAND CREDIBILITY AND THE CUSTOMERS’ BEHAVIORAL INTENTION CASE STUDY: INDIHOME BY PT. TELKOM INDONESIA

• Main Author: Pangestika (NIM 19014109), Nadia
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/23405
• Institution: Institut Teknologi Bandung

Recovery strategy is a major consideration for company in maintaining the customer. Moreover, brand credibility in service company continues to be a popular method to support customers’ behavioral intention such as encouraging to has subscribe intention and giving positive word of mouth through owning more satisfaction. <br /> <br /> This study intends to analyze how the service recovery quality elements influence brand credibility and behavioral intention. The elements consist of compensation, recovery speed, apology, and attentiveness which were taken from preceding research. The reason that lies behind using brand credibility is its direct strong impact to the customer behavioral intention. It assesses IndiHome by PT. Telkom Indonesia as an object. The respondent of this research were taken from DKI Jakarta and Bandung in 2017 who have experienced service failure and recovery effort by IndiHome. This study will use partial least squares equation modeling (PLS-SEM) to <br /> <br /> generate the result and recommendation for the service provider. The finding of this study shown that there is significant relationship between recovery speed and attentiveness toward brand credibility, while brand credibility also has significant relationship to behavioral intention. The result of this study may <br /> <br /> improve the understanding of consumer response to service company’s effort to recover service failure by IndiHome.