Title:
SATISFACTION RECOVERY MEDIATES THE EFFECT OF INTERACTIONAL JUSTICE ON REPURCHASE INTENTION : STUDY IN BANK MANDIRI BANDA ACEH

Authors:
*Muhammad Zamzami, Jasman J Maruf and Syafruddin Chan ,Indonesia

Abstract:
The purpose of this study is to examine and analyze the effect of satisfaction recovery and interactional justice toward repurchase intention customers of Bank Mandiri Banda Aceh. The research is conducted at the Bank Mandiri special for Customer located in Banda Aceh. This study uses Non-Probability Sampling, that is the sampling technique that does not give equal opportunity or chance each element or a selected member of the population being sampled. While the sampling technique used is purposive sampling, with number of sample as much as 100 people. The result concludes that interactional justice influences satisfaction recovery significantly, satisfaction recovery influences repurchase intention significantly, Against interactional justice Effect of repurchase intention significantly, interactional justice effects repurchase intention significantly, and interactional justice effects repurchase intention through satisfaction recovery significantly. These findings enrich the knowledge of causality theories and this also as a reference for the practical managers especially for leaders in Bank Mandiri Banda Aceh to pay more attention to the variables related. The originality ies in the verifying of the causality models. This model is an integration from the previous research model, and it is analyzed using SEM. Also, the time and the object can be a new one. The limitation is in the number of variables but can be developed more in the next research