DEVELOPMENTOF PERCEIVED JUSTICE MODEL FOR SERVICE RECOVERY IN PT. PLN (PERSERO) WEST JAVA RAYON EAST BANDUNG BRANCH

• Main Author: Rosmeinasari, Wulan
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/72120
• Institution: Institut Teknologi Bandung

The spread of the Covid-19 virus has caused limited community activities, which has an impact on the new trend of WFH. The WFH policy has an impact on increasing household electricity consumption. From March 2020 to June 2020, there was a demonstration of misunderstandings regarding the problem of increasing electricity tariffs due to the lack of communication between PLN and the community. Misunderstandings or miscommunications between companies and the public can be caused by low communication or socialization, this misunderstanding occurs because PLN services are considered not optimal. Therefore service repair is required. This study aims to explore the main factors related to improving the service model through 8 variables, namely Perceived Justice (Distributive Justice, Procedural Justice, and Interactional Justice), Recovery Satisfaction, Frontline Employee Empowerment, Customer Trust, Communication, Customer Loyalty which consists of 12 research hypotheses. Communication variables are new variables that are incorporated into the Service recovery model with the aim of providing proposals and model developers that are in accordance with the research objectives. The study was conducted through an offline questionnaire of 367 PLN respondents from various regions in West Java. Furthermore, the data that has been collected is analyzed using the SEM PLS (Partial Least Square) method. The results of the study show that the variables that have been shown to significantly affect Recovery Satisfaction (previously called service recovery, but here it is recovery satisfaction) are Perceived justice, Communication, and Customer Trust.