Complaint handling through social media: Perceived justice and customer satisfaction

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

Complaint handling through social media: Perceived justice and customer satisfaction

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

Department of Computer Science

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

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 language	English
Title of host publication	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
Editors	Piet Kommers, Guo Chao Peng, Luis Rodrigues
Publisher	IADIS Press
Pages	301-308
Number of pages	8
ISBN (Electronic)	9789898533906
Publication status	Published - 1 Jan 2019
Event	12th 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 2019 → 19 Jul 2019

Publication series

Name	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

Conference

Conference	12th 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
Country/Territory	Portugal
City	Porto
Period	17/07/19 → 19/07/19

Keywords

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

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.

Juliarta, Made Dwita ; Hidayanto, Achmad Nizar ; Pinem, Ave Adriana et al. / Complaint handling through social media : Perceived justice and customer satisfaction. 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. editor / Piet Kommers ; Guo Chao Peng ; Luis Rodrigues. IADIS Press, 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).

@inproceedings{d800c1e87ea14061916c89630fd6c373,

title = "Complaint handling through social media: Perceived justice and customer satisfaction",

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.",

keywords = "Continues Usage, E-WOM, Perceived Justice, Perceived Product Quality, Satisfaction, Trust",

author = "Juliarta, {Made Dwita} and Hidayanto, {Achmad Nizar} and Pinem, {Ave Adriana} and Handayani, {Putu Wuri}",

year = "2019",

month = jan,

day = "1",

language = "English",

series = "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",

publisher = "IADIS Press",

pages = "301--308",

editor = "Piet Kommers and Peng, {Guo Chao} and Luis Rodrigues",

booktitle = "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",

note = "12th 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 ; Conference date: 17-07-2019 Through 19-07-2019",

}

Juliarta, MD, Hidayanto, AN, Pinem, AA & Handayani, PW 2019, Complaint handling through social media: Perceived justice and customer satisfaction. in P Kommers, GC 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. 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, pp. 301-308, 12th 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, 17/07/19.

Complaint handling through social media : Perceived justice and customer satisfaction. / Juliarta, Made Dwita; Hidayanto, Achmad Nizar; Pinem, Ave Adriana et al.

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. ed. / Piet Kommers; Guo Chao Peng; Luis Rodrigues. IADIS Press, 2019. p. 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).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

TY - GEN

T1 - Complaint handling through social media

T2 - 12th 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

AU - Juliarta, Made Dwita

AU - Hidayanto, Achmad Nizar

AU - Pinem, Ave Adriana

AU - Handayani, Putu Wuri

PY - 2019/1/1

Y1 - 2019/1/1

N2 - 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.

AB - 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.

KW - Continues Usage

KW - E-WOM

KW - Perceived Justice

KW - Perceived Product Quality

KW - Satisfaction

KW - Trust

UR - http://www.scopus.com/inward/record.url?scp=85073159355&partnerID=8YFLogxK

M3 - Conference contribution

T3 - 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

SP - 301

EP - 308

BT - 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

A2 - Kommers, Piet

A2 - Peng, Guo Chao

A2 - Rodrigues, Luis

PB - IADIS Press

Y2 - 17 July 2019 through 19 July 2019

ER -

Juliarta MD, Hidayanto AN, Pinem AA, Handayani PW. Complaint handling through social media: Perceived justice and customer satisfaction. In Kommers P, Peng GC, Rodrigues L, editors, 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. 2019. p. 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).

Complaint handling through social media: Perceived justice and customer satisfaction

Abstract

Publication series

Conference

Keywords

Other files and links

Fingerprint

Cite this