ABSTRACT
The
purpose of research is to examine and analyze the influence of procedural
justice, interactional justice, and distributive justice to customers’
satisfaction on Bank of the State-Owned Enterprises in Bengkulu City. This
research is descriptive with quantitative approach. Method of collecting data
uses questionnaire substantially contains about third of dimensions of fairness
in service recovery and customers’ satisfaction during process of it. Results
of the research showed that (1) procedural justice in the service recovery was
influenced to the customers’ satisfaction on Bank of the State-Owned Enterprises
in Bengkulu City; (2) interactional justice in the service recovery was
influenced to the customers’ satisfaction on Bank of the State-Owned Enterprises
in Bengkulu City; and (3) distributive justice in the service recovery was
influenced to the customers’ satisfaction on Bank of the State-Owned Enterprises
in Bengkulu City. Simultantly, third of justice dimensions were influenced to
the customers’ satisfaction on Bank of the State-Owned Enterprises in Bengkulu
City.
Keywords: Procedural
Justice; Interactional
Justice; Distributive Justice; Service Recovery; Customers’ Satisfaction