ANALISIS PENGARUH DISTRIBUTIVE FAIRNESS, PROCEDURAL FAIRNESS DAN INTERACTIONAL FAIRNESS TERHADAP RETALIATORY BEHAVIOR DAN DEMAND FOR REPARATION MELALUI RELATIONSHIP QUALITY SEBAGAI VARIABEL MODERASI DAN PERCEIVED BETRAYAL SEBAGAI VARIABEL MEDIASI PADA PENUMPANG MASKAPAI PENERBANGAN LION AIR DI SURABAYA

Abstract

Services in the services sector is very important to be improved. The company particularly Lion Air Airlines must be able to deal with complaints. This is because Lion Air has the highest number of complaints among others airline in Indonesia. This study aims to analyze the effects of distributive fairness, procedural fairness and interactional fairness to retaliatory behavior and demand for reparation through relationship quality as moderation variable and perceived betrayal as intervening variable. The results of this study can be used by Lion Air to develop the best strategy for complain handling. This study uses quantitaive approach with Structural Equation Modeling technique and AMOS 22.0 program. Sample of this study consist of one hundred and seventy five (175) passengers of Lion Air living in Surabaya ranging in ages18-60 years old and have been complaining to Lion Air . Questionnaires were distributed to respondent using non probability sampling and purposive sampling’s method. The result of this study show that distributive fairness and interactional fairness have negative and significant effects on perceived betrayal. However, procedural fairness have negative effects but not significant on perceived betrayal. In addition, perceived betrayal have positive and significant effects on retaliatory behavior and demand for reparation. Relationship quality as a moderation variable proven to strengthen the relationship of distributive fairness, procedural fairness and transactional fairness towards perceived betrayal.