Research Article
The Mediating Effect of Recovery Satisfaction on the Relationship between Distributive Justice and Electronic Word-of-Mouth in KTMB Services
@INPROCEEDINGS{10.4108/eai.4-11-2022.2329841, author={Nur Najjah Abd Rohim and Abdul Kadir Othman and Felina Felise Fuza Hamdan and Azuati Mahmud}, title={The Mediating Effect of Recovery Satisfaction on the Relationship between Distributive Justice and Electronic Word-of-Mouth in KTMB Services}, proceedings={Proceedings of the International Conference on Sustainability in Technological, Environmental, Law, Management, Social and Economic Matters, ICOSTELM 2022, 4-5 November 2022, Bandar Lampung, Indonesia}, publisher={EAI}, proceedings_a={ICOSTELM}, year={2023}, month={9}, keywords={distributive justice recovery satisfaction electronic word-of-mouth keretapi tanah melayu passengers}, doi={10.4108/eai.4-11-2022.2329841} }- Nur Najjah Abd Rohim
Abdul Kadir Othman
Felina Felise Fuza Hamdan
Azuati Mahmud
Year: 2023
The Mediating Effect of Recovery Satisfaction on the Relationship between Distributive Justice and Electronic Word-of-Mouth in KTMB Services
ICOSTELM
EAI
DOI: 10.4108/eai.4-11-2022.2329841
Abstract
Distributive justice is one of the factors affecting electronic word-of-mouth due to the existence of advanced technology. The purpose of this study is to determine the effect of distributive justice on electronic word-of-mouth. Precisely, the objective of this study is to investigate whether recovery satisfaction mediates the relationship between distributive justice and electronic word-of-mouth. The novelty of this research is to examine the role of recovery satisfaction as the customer’s evaluation of the organization’s efficacy in handling the service failure to improve desired outcomes of the organization’s recovery effort and enhance electronic word-of-mouth. The data will be collected using a non-probability sampling of passengers of Keretapi Tanah Melayu (KTM). The proposed hypotheses of this study are tested using Partial Least Squares Structural Equation Modeling (PLS-SEM). Future research recommends considering customer delight as the mediating variable to improve the quality of user-generated online reviews, known as electronic word-of-mouth.