The Effect of Service Recovery on Customer Loyalty through Recovery Satisfaction and Service Quality: Evidence from Carwash Customers in Jabodetabek

Author(s)	Mr. Dwiyan Bagus Setianto
Country	Indonesia
Abstract	This study examines the effect of interactional justice, procedural justice, and distributive justice on customer loyalty through recovery satisfaction and service quality among carwash customers in Jabodetabek. Using a quantitative method with SEM-PLS analysis, 135 active carwash customers who experienced service failure participated in this research. Results show that distributive justice significantly influences recovery satisfaction. Furthermore, procedural justice strongly impacts overall satisfaction. Service quality plays a critical role in determining both satisfaction and customer loyalty. The findings underscore the importance of justice dimensions and service quality in enhancing customer satisfaction and loyalty after service failure recovery in the carwash industry
Keywords	Interactional Justice, Procedural Justice, Distributive Justice, Recovery Satisfaction, Overall Satisfaction, Service Quality, Customer Loyalty, Carwash
Field	Business Administration
Published In	Volume 7, Issue 6, November-December 2025
Published On	2025-12-14
DOI	https://doi.org/10.36948/ijfmr.2025.v07i06.51680

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