Analysis of Effect on Service Recovery Four Star Hotel in Semarang City

Abstract

Companies engaged in the service industry, especially four-star hotels in Semarang, have experienced very rapid development that can see from the large number of four-star hotels in the city of Semarang. For most people, an intentional or unintentional mistake by a service company is a service company’s service failure. If there is a service failure, the hotel cannot avoid it. On the other hand, the hotel has to carry out proper service recovery to customers who have been disappointed. The purpose of this study is to find out the impact of customer satisfaction, customer trust, and customer commitment on service recovery for four-star hotels in Semarang City. The sample in this study amounted to 57 respondents or customers. This study was analyzed using multiple linear regression includes the T-test, F test, and the coefficient of determination. Based on the results of the research and discussions, it can conclude that there is an effect of customer satisfaction on service recovery, there is an effect of customer trust on service recovery also there is an effect of customer commitment on service recovery. Service Recovery has an impact on customer satisfaction, customer trust, customer commitment. Therefore, managers must pay attention to every employee to provide the best services to avoid the slightest failure because when the service recovery felt by consumers, so customer satisfaction, customer trust, and customer commitment to four-star hotels in Semarang. Article Information Article History: Received September 2020 Approved November 2020 Published December 2020