Complaint handling through social media: Perceived justice and customer satisfaction

Made Dwita Juliarta, Achmad Nizar Hidayanto, Ave Adriana Pinem, Putu Wuri Handayani

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Abstract

Nowadays, it is common for us to complaint about the service or product by using social media platform. Organizations are usually having their customer service or public relation to maintain their social media account such as Twitter, Instagram, Facebook or other platforms. This study aims to analyze perceived justice in complaint handling process through social media and its impact towards customer satisfaction. Customer satisfaction is evaluated together with trust and perceived product quality for their influence in e-WOM and continues usage. The sample of the study is customer of a telecommunication company who is the follower of its customer care account in Twitter. The questionnaires were distributed online, and 238 valid response were analyzed using CB-SEM. The results show that, customers would be satisfied if the complaint handling process is accurate and quick (procedural justice) and supported by compensation (distributive justice). The satisfaction would increase customer trust and perceived product quality and eventually increase their intention to continue using the service and spread positive e-WOM.

Original languageEnglish
Title of host publicationMulti Conference on Computer Science and Information Systems, MCCSIS 2019 - Proceedings of the International Conferences on ICT, Society and Human Beings 2019, Connected Smart Cities 2019 and Web Based Communities and Social Media 2019
EditorsPiet Kommers, Guo Chao Peng, Luis Rodrigues
PublisherIADIS Press
Pages301-308
Number of pages8
ISBN (Electronic)9789898533906
Publication statusPublished - 1 Jan 2019
Event12th International Conference on ICT, Society and Human Beings, ICT 2019, 5th International Conference on Connected Smart Cities, CSC 2019 and the 16th International Conference on Web Based Communities and Social Media, WBC 2019 - Porto, Portugal
Duration: 17 Jul 201919 Jul 2019

Publication series

NameMulti Conference on Computer Science and Information Systems, MCCSIS 2019 - Proceedings of the International Conferences on ICT, Society and Human Beings 2019, Connected Smart Cities 2019 and Web Based Communities and Social Media 2019

Conference

Conference12th International Conference on ICT, Society and Human Beings, ICT 2019, 5th International Conference on Connected Smart Cities, CSC 2019 and the 16th International Conference on Web Based Communities and Social Media, WBC 2019
CountryPortugal
CityPorto
Period17/07/1919/07/19

Keywords

  • Continues Usage
  • E-WOM
  • Perceived Justice
  • Perceived Product Quality
  • Satisfaction
  • Trust

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  • Cite this

    Juliarta, M. D., Hidayanto, A. N., Pinem, A. A., & Handayani, P. W. (2019). Complaint handling through social media: Perceived justice and customer satisfaction. In P. Kommers, G. C. Peng, & L. Rodrigues (Eds.), Multi Conference on Computer Science and Information Systems, MCCSIS 2019 - Proceedings of the International Conferences on ICT, Society and Human Beings 2019, Connected Smart Cities 2019 and Web Based Communities and Social Media 2019 (pp. 301-308). (Multi Conference on Computer Science and Information Systems, MCCSIS 2019 - Proceedings of the International Conferences on ICT, Society and Human Beings 2019, Connected Smart Cities 2019 and Web Based Communities and Social Media 2019). IADIS Press.