Proceedings of the 6th Global Conference on Business, Management, and Entrepreneurship (GCBME 2021)

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The Influence of Complaint Handling and Service Recovery on Customer Satisfaction, Customer Loyalty and Customer Retention

Authors
Zhibek Adzhigalieva1, *, Ratih Hurriyati2, Heny Hendrayati3
1Universitas Pendidikan Indonesia
2Universitas Pendidikan Indonesia
3Universitas Pendidikan Indonesia
*Corresponding author. Email: zhibek_555@upi.edu
Corresponding Author
Zhibek Adzhigalieva
Available Online 12 July 2022.
DOI
10.2991/aebmr.k.220701.055How to use a DOI?
Keywords
Complaint Handling; Customer Loyalty; Customer Satisfaction; Customer Retention; Service Recovery
Abstract

This research aimed at defining the concepts of “complaint handling” and “service recovery” and finding out their influence on customer satisfaction, loyalty, and retention. A systematic literature review was used as a research methodology to reach these goals. Based on the literature review, a model of the influence of complaint handling and service recovery on customer satisfaction, customer loyalty, and customer retention, was developed and described. The analysis of previous studies showed that customer satisfaction was highly affected by complaint handling and service recovery. The other two variables: customer loyalty and customer retention, did not directly correlate with complaint handling and service recovery. However, based on reviewed articles, it can be seen that the influence of complaints handling on customer loyalty could be mediated by customer satisfaction; the loyalty of customers was significantly affected by the level of customers’ satisfaction. Meanwhile, another variable - customer retention was highly affected by customer satisfaction and customer loyalty. Therefore, it also had an indirect correlation with complaint handling and service recovery.

Copyright
© 2022 The Authors. Published by Atlantis Press International B.V.
Open Access
This is an open access article distributed under the CC BY-NC 4.0 license.

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Volume Title
Proceedings of the 6th Global Conference on Business, Management, and Entrepreneurship (GCBME 2021)
Series
Advances in Economics, Business and Management Research
Publication Date
12 July 2022
ISBN
10.2991/aebmr.k.220701.055
ISSN
2352-5428
DOI
10.2991/aebmr.k.220701.055How to use a DOI?
Copyright
© 2022 The Authors. Published by Atlantis Press International B.V.
Open Access
This is an open access article distributed under the CC BY-NC 4.0 license.

Cite this article

risenwbib
TY  - CONF
AU  - Zhibek Adzhigalieva
AU  - Ratih Hurriyati
AU  - Heny Hendrayati
PY  - 2022
DA  - 2022/07/12
TI  - The Influence of Complaint Handling and Service Recovery on Customer Satisfaction, Customer Loyalty and Customer Retention
BT  - Proceedings of the 6th Global Conference on Business, Management, and Entrepreneurship (GCBME 2021)
PB  - Atlantis Press
SP  - 281
EP  - 285
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.220701.055
DO  - 10.2991/aebmr.k.220701.055
ID  - Adzhigalieva2022
ER  -