Title: THE EFFECT OF EMPLOYEE CAPABILITY IN HANDLING COMPLAINTS ON TRUST THROUGH QUALITY AND SATISFACTION WITH THE HANDLING OF SUGAR CANE FARMERS' COMPLAINTS BY THE SOEDHONO NGAWI SUGAR FACTORY

Authors: MUKHLIS AMRULLAH

Item Type : Thesis (Thesis)

Affiliations: Master of Management Science Study Program, Faculty of Economics and Business, Universitas Airlangga , Surabaya, Indonesia

Publisher: Universitas Airlangga

Abstract

The partnership relationship between sugar factories and sugarcane farmers involves a service process that is inseparable from the existence of gaps between the two, one of which is complaints that occur as a result of service interactions. The complaints that occurred in this study were in the form of injustice due to low accountability, caused by the system, process and employees who provide services. These complaints must be handled fairly so that the expectations of sugarcane farmers for the resolution of these complaints are in accordance with reality. In an effort to resolve sugarcane farmers' complaints fairly and satisfactorily, the role of employee capabilities in handling complaints that are realized from empowerment is needed to create effective complaint handling. Effective complaint handling is supported by the effectiveness of front-line employees who interact directly with sugarcane farmers. This study aims to test and analyze the effect of complaint handling capabilities on sugarcane farmers' trust in sugarcane factories through the quality and satisfaction of farmers with complaint handling carried out by employees of PG. Soedhono Ngawi. This study uses causal research that analyzes the causal relationship using SEM. The research data was obtained by a survey method, on 120 sugarcane farmers who had complained to PG. Soedhono Ngawi. The results of the study indicate that the capability of handling complaints is caused by the freedom carried out by employees with full responsibility and can significantly influence the quality of handling complaints of Soedhono sugarcane farmers. The quality of complaint handling has a significant effect on satisfaction with complaint handling, but does not have a direct significant effect on the trust of sugarcane farmers in PG. Soedhono. The trust of sugarcane farmers in PG. Soedhono is influenced by satisfaction with the handling of complaints that are resolved fairly by PG. Soedhono employees.

Keywords: Complaint, Capability on Complaint Handling, Empowerment, Quality Of Complaint Handling, Satisfaction on Complaint Handling, Trust

Sources: http://repository.unair.ac.id/39004/