학술논문
Informational Justice and Post-recovery Satisfaction in E-Commerce
이용수 0
- 영문명
- 발행기관
- 한국유통과학회
- 저자명
- Susanti Kussusanti Prijono Tjiptoherijanto Rizal Edy Halim Asnan Furinto4
- 간행물 정보
- 『The Journal of Asian Finance, Economics and Business(JAFEB)』Vol. 6 No.1, 129~139쪽, 전체 11쪽
- 주제분류
- 경제경영 > 경제학
- 파일형태
- 발행일자
- 2019.01.31
무료
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국문 초록
영문 초록
The purpose of this research is to examine the effect of informational justice on post-recovery satisfaction, and the effect of post-recovery satisfaction on behavioral intentions in e-commerce, including further investigate the moderating effect of service failure severity. Using quantitative method, the population of this research are online customers in Indonesia, with non-probability sampling that will be done by purposive sampling method based on predetermined criterias, which are customers who were doing transactions in the Business to Consumer (B2C) online sites, experienced service failure in the last 6 months, submitted a complaint, and received a response. Sample of 317 online customers were gathered and analyzed using the Structural Equation Modeling. The results of this study indicated that 5 hypothesis are supported with data. As a conclusion, informational justice and post-recovery satisfaction has positive effect, while service failure severity acts as a moderator between post-recovery satisfaction and behavioral intentions. As a managerial implication, online store management needs to ensure the informational justice to make a post-recovery satisfaction. Therefore, online store management needs to ensure the informational justice to make a post-recovery satisfaction, increase repurchase and positive e-word of mouth intention, also work harder to recover services, especially in high service failure severity condition.
목차
1. Introduction
2. Literature Review
3. Methodology
4. Results
5. Discussion
6. Conclusions
References
Appendix 1: Items included in the questionnaire, standardized factor loading, reliability indicators of study.
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