The Role of Service Recovery Satisfaction Mediation on Trust in the Hosting Provider

Abstract

The results of solving problems experienced by customers are known from how customers behave after this happens. This study determines whether there is an influence between distributive justice, procedural justice, interactional justice on service recovery satisfaction, and trust. And want to know whether service recovery satisfaction mediates the influence of distributive justice, procedural justice, and interactional justice on trust. The results showed that service satisfaction recovery mediates the effect of distributive justice and interactional justice on trust.