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The Effect of Service Failure and Word of Mouth on Customer Satisfaction Through Service Recovery on “Couple of Shoes” Laundry Services Medan

In: Proceedings of the 7th Global Conference on Business, Management, and Entrepreneurship (GCBME 2022)

Author

Listed:
  • Reza Muhammad

    (Universitas Sumatera Utara)

  • Syafrizal Helmi Situmorang

    (Universitas Sumatera Utara)

  • Sugih Arto Pujangkoro

    (Universitas Sumatera Utara)

Abstract

This research was conducted on “couple of shoes” laundry services registered with the Department of Cooperatives and SMEs in Medan City. This study aims to analyze how service failure and word of mouth on customer satisfaction through service recovery in the laundry couple of shoes. This research was quantitative. The approach used was associative causality. The number of samples in this study was 105 respondents. In accordance with the formulated hypothesis, in this study, statistical data analysis was measured using SmartPLS (Partial Least Square) software. Based on the tests that have been carried out, the direct effect significance test shows that the service failure variable has a positive and significant effect on customer satisfaction. Word of mouth cannot affect customer satisfaction.

Suggested Citation

  • Reza Muhammad & Syafrizal Helmi Situmorang & Sugih Arto Pujangkoro, 2024. "The Effect of Service Failure and Word of Mouth on Customer Satisfaction Through Service Recovery on “Couple of Shoes” Laundry Services Medan," Advances in Economics, Business and Management Research, in: Ratih Hurriyati & Lili Adi Wibowo & Ade Gafar Abdullah & Sulastri & Lisnawati & Yusuf Murtadlo (ed.), Proceedings of the 7th Global Conference on Business, Management, and Entrepreneurship (GCBME 2022), pages 674-684, Springer.
    • Handle: RePEc:spr:advbcp:978-94-6463-234-7_70
    DOI: 10.2991/978-94-6463-234-7_70
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