Pengaruh interactional fairness terhadap customer satisfaction dan behavioral intention
T Tujuan penelitian ini dilakukan untuk menganalisis pengaruh interactional fairness terhadap customer satisfaction dan behavioral intention. Teknik pengambilan sampel menggunakan non probability sampling dengan jumlah responden sebesar 156 responden dari pelanggan restoran Warung Kito. Metode analisis data dilakukan dengan menggunakan metode persamaan struktur terhadap tiga hipotesis. Hasil penelitian menunjukkan terdapat pengaruh interactional fairness terhadap customer satisfaction dan behavioral intention, begitupun juga terdapat pengaruh signifikan customer satisfaction terhadap behavioral intention.
T This research was conducted to analyze the effect of interactional fairness on customer satisfaction and behavioral intention. Sampling technique using a non probability sampling with the number of respondents of 156 respondents from restaurant customers Warung Kito. Methods of data analysis were calculated using the structure equations model of the three hypotheses. The results showed there are significant interactional fairness on customer satisfaction and behavioral intention, as did also have a significant influence on behavioral intention customer satisfaction.