Proceedings of the 7th Global Conference on Business, Management, and Entrepreneurship (GCBME 2022)

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The Effect of Service Failure and Word of Mouth on Customer Satisfaction Through Service Recovery on “Couple of Shoes” Laundry Services Medan

Authors
Reza Muhammad1, *, Syafrizal Helmi Situmorang1, Sugih Arto Pujangkoro1
1Universitas Sumatera Utara, Medan, Indonesia
*Corresponding author. Email: rezamhd.22@gmail.com
Corresponding Author
Reza Muhammad
Available Online 29 September 2023.
DOI
10.2991/978-94-6463-234-7_70How to use a DOI?
Keywords
Customer Satisfaction; Service Failure; Service Recovery; Word of Mouth
Abstract

This research was conducted on “couple of shoes” laundry services registered with the Department of Cooperatives and SMEs in Medan City. This study aims to analyze how service failure and word of mouth on customer satisfaction through service recovery in the laundry couple of shoes. This research was quantitative. The approach used was associative causality. The number of samples in this study was 105 respondents. In accordance with the formulated hypothesis, in this study, statistical data analysis was measured using SmartPLS (Partial Least Square) software. Based on the tests that have been carried out, the direct effect significance test shows that the service failure variable has a positive and significant effect on customer satisfaction. Word of mouth cannot affect customer satisfaction.

Copyright
© 2024 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 7th Global Conference on Business, Management, and Entrepreneurship (GCBME 2022)
Series
Advances in Economics, Business and Management Research
Publication Date
29 September 2023
ISBN
978-94-6463-234-7
ISSN
2352-5428
DOI
10.2991/978-94-6463-234-7_70How to use a DOI?
Copyright
© 2024 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Reza Muhammad
AU  - Syafrizal Helmi Situmorang
AU  - Sugih Arto Pujangkoro
PY  - 2023
DA  - 2023/09/29
TI  - The Effect of Service Failure and Word of Mouth on Customer Satisfaction Through Service Recovery on “Couple of Shoes” Laundry Services Medan
BT  - Proceedings of the 7th Global Conference on Business, Management, and Entrepreneurship (GCBME 2022)
PB  - Atlantis Press
SP  - 674
EP  - 684
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-234-7_70
DO  - 10.2991/978-94-6463-234-7_70
ID  - Muhammad2023
ER  -