REVISIT INTENTION WITH SERVICE RECOVERY: MEDIATING EFFECT OF SATISFACTION (A CASE OF 3-STAR HOTELS IN NORTH JAKARTA)

Abstract

Purpose The purpose of this research paper is to find out the influence of service recovery justices which are distributive justice, procedural justice, and interactional justice towards guest satisfaction, as well as the influence of guest satisfaction towards revisit intention. Design/methodology/approach A questionnaire of 20 statements was distributed online to 312 young adults and adults who had ever stayed at 3-star hotel in North Jakarta. The questionnaire was validated through construct validity and reliability with the result all questions were converged to its factor respectively and no discriminant problem. Validity at the range of 0.637 to 0.977 and reliability at the range of 0.945 to 0.981. Demographic variables asked were gender, age, and domicile. To test the theoretical framework and hypotheses, Structural Equation Modeling was used. Findings It is found that service recovery justices (distributive justice, procedural justice, and interactional justice) positively and significantly influence guest satisfaction. The output also presented that guest satisfaction has positive and significant influence on revisit intention. Originality/value This research is the first study that discuss service recovery of 3-star hotels and its influence towards guest satisfaction and revisit intention in North Jakarta. The researcher also wants to find out the influence of procedural justice towards guest satisfaction since there are previous studies that said guest satisfaction is influenced significantly and some others said it is not.