Title: THE INFLUENCE OF PERCEIVED JUSTICE ON STUDENTS' SATISFACTION AND POSITIVE WOM INTENTION AT ABC SMA
Author: RIKA DWI HARSASI
Affiliations : Master of Management Science Program, Faculty of Economics and Business, Universitas Airlangga , Surabaya, Indonesia
Publisher: Universitas Airlangga
Abstract
This research examines the influence of students' perceptions of distributive, procedural and interactional justice on satisfaction (satisfaction) and its impact on the spread of positive word of mouth (Positive WOM intention) at SMA ABC Surabaya. The data analysis technique used in this research uses the SEM (Structural Equation Modeling) method using the AMOS 5 program. The research results show that Perception of Distributive Justice (X1) has no significant effect on Satisfaction (Z); Perception of Procedural Justice (X2) has no significant effect on Satisfaction (Z); Perception of Interactional Justice (X3) has a significant positive effect on Satisfaction (Z); Perception of Distributive Justice (X1) has no significant effect on Positive Word of Mouth (Intention to Spread Positive News by Word of Mouth) (Y); Perception of Procedural Justice (X2) has no significant effect on Positive Word of Mouth (Intention to Spread Positive News by Word of Mouth) (Y); Perception of Interactional Justice (X3) has no significant effect on Positive Word of Mouth (Intention to Spread Positive News by Word of Mouth) (Y); Satisfaction (Z) has no significant effect on Positive Word of Mouth (Intention to Spread Positive News by Word of Mouth) (Y). This research proves that interactional justice is the most important thing that students need when students experience discomfort with educational services.
Keywords: Perceived Justice, Distributive Justice, Procedural Justice, Interactional Justice, Service Recovery
Sources: http://repository.unair.ac.id/37233/
