Title: THE INFLUENCE OF EMPLOYEE CAPABILITY IN HANDLING COMPLAINTS ON TRUST THROUGH QUALITY AND SATISFACTION IN THE HANDLING OF SUGAR CANE FARMERS' COMPLAINTS BY THE SOEDHONO NGAWI SUGAR FACTORY
Author: 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 sugar cane farmers has a service process that cannot be separated from the gap between the two, one of which is a gap that occurs as a result of service interactions. The complaints that occurred in this research were in the form of injustice due to low accountability, which was caused by the systems, processes and employees who provided services. These complaints must be handled fairly so that the sugar cane farmer's expectations regarding the resolution of these complaints correspond to reality. In an effort to resolve complaints from sugar cane farmers fairly and satisfactorily, the role of employee capability in handling complaints which is realized through empowerment is needed to create effective complaint handling. Effective complaint handling is supported by the effectiveness of front line employees who interact directly with sugar cane farmers. This research aims to test and analyze the influence of complaint handling capabilities on sugar cane farmers' trust in sugar factories through the quality and satisfaction of farmers regarding complaint handling carried out by PG employees. Soedhono Ngawi. This research uses causal research which analyzes causal relationships using SEM. Research data was obtained using the suryey method, on 120 sugar cane farmers who had complained to PG. Soedhono Ngawi. The research results show that the capability for handling complaints due to the freedom exercised by employees with full responsibility can have a significant influence on the quality of handling complaints from Soedhono sugar cane farmers. The quality of complaint handling has a significant effect on satisfaction with complaint handling, but does not have a direct significant effect on sugar cane farmers' trust in PG. Soedhono. Sugar cane farmers' trust in PG. Soedhono was influenced by satisfaction with the handling of complaints which were resolved fairly by PG employees. Soedhono.
Keywords: Complaint, Capability on Complaint Handling, Empowerment, Quality Of Complaint Handling, Satisfaction on Complaint Handling, Trust
Sources: http://repository.unair.ac.id/39004/
