Title: THE EFFECT OF PERCEIVED JUSTICE ON STUDENTS' SATISFACTION AND POSITIVE WOM INTENTION AT SMA ABC

Author: RIKA DWI HARSASI

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

Publisher: Universitas Airlangga

Abstract

This study examines the influence of students' perceptions of distributive, procedural, and interactional justice on satisfaction and its impact on positive word of mouth intention at ABC High School Surabaya. The data analysis technique used in this study uses the SEM (Structural Equation Modeling) method using the AMOS 5 program. The results of the study indicate that Perceptions of Distributive Justice (X1) have no significant effect on Satisfaction (Z); Perceptions of Procedural Justice (X2) have no significant effect on Satisfaction (Z); Perceptions of Interactional Justice (X3) have a significant positive effect on Satisfaction (Z); Perceptions of Distributive Justice (X1) have no significant effect on Positive Word of Mouth (Intention to Spread Positive Word of Mouth) (Y); Perceptions of Procedural Justice (X2) have no significant effect on Positive Word of Mouth (Intention to Spread Positive Word of Mouth) (Y); Perception of Interactional Justice (X3) does not have a significant effect on Positive Word of Mouth (Intention to Spread Positive News by Word of Mouth) (Y); Satisfaction (Z) does not have a significant effect on Positive Word of Mouth (Intention to Spread Positive News by Word of Mouth) (Y). This study proves that interactional justice is the most important thing needed by students when there is discomfort with the educational services they feel.

Keywords: Perceived Justice, Distributive Justice, Procedural Justice, Interactional Justice, Service Recovery

Sources: http://repository.unair.ac.id/37233/