|Title: THE INFLUENCE OF SERVICE QUALITY AND SERVICE RECOVERY TO PRESERVE CUSTOMER TRUST THROUGH CUSTOMER SATISFACTION AT KPPBC TMC MALANG, INDONESIA|
Edisty Friskanesya, Moch. Natsir and Harianto Respati
This study aims to explore the factors that influence the achievement and preservation of customers trust on public services provided by government, as research about service recovery in this field is still limited. This study analyzes the relationship between four variables: service quality, service recovery and customers trust through customer’s satisfaction in the excise banderol order at KPPBC TMC Malang; by using quantitative methods through multiple linear regression analysis with SPSS and Sobel test.
From the research involving 93 respondents, it was concluded that service quality and service recovery had significant effect on customers trust, directly and indirectly through customer’s satisfaction. It shows that better service quality improves the effectiveness of service recovery impact, which resulted in the improvement of customer satisfaction and customer trust. The variables in this study explain 74.3% effect on Customer Trust and another 25.7% was explained by other variables not included in this research model.
|Keywords: Customers trust, service quality, service recovery, customer’s satisfaction.|