PENGELOLAAN KEADILAN DISTRIBUTIF TERHADAP CUSTOMER AFFECTION MITRA GRAB KARESIDENAN BANYUMAS
Abstract
Perusahaan transpostasi online cenderung mengalami banyak keluhan atas pelayanan yang diberikan. Salah satunya adalah Grab. Perusahaan Grab didorong untuk selalu menyediakan pelayanan yang baik sehingga mampu tercapai rasa memiliki oleh mitra terhadap perusahaan. Rasa memiliki atau disebut dengan customer affection yang erat akan berdampak bagi produktivitas perusahaan. Keluhan yang terjadi merupakan bentuk dari service failure. Service failure dapat diminimalisir dengan tindakan service recovey yang baik seperti keadilan distributif. Jika dilihat dari data komplain mitra Grab yang didapatkan dengan wawancara petugas Grab wilayah Karesidenan Banyumas cenderung mengalami fluktuatif setiap bulannya. Namun dengan banyaknya mitra yang melakukan komplain, peminat baru tetap meningkat. Tujuan ditulisnya artikel ini untuk mengetahui pengaruh keadilan distributif terhadap customer affection. Penelitian ini mengambil 204 responden mitra Grab. Instrumen yang digunakan responden berupa kuesioner. Metode penelitian yang digunakan adalah SEM (Structural Equation Modelling) dengan alat analisis AMOS. Hasil menunjukan bahwa keadilan distributif berpengaruh positif terhadap customer affection mitra Grab.
Kata Kunci: keadilan distributif, customer affection
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DOI: https://doi.org/10.52061/ebi.v2i1.13
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