The Importance of Justice Dimensions in Improving Customer Loyalty in Indonesia Aviation Industry

Abstract

This study is motivated by the current endemic phase of the COVID-19 pandemic that encourages people to engage in activities in the new normal era. The sampling methods used in this research are non-probability sampling and snowball sampling. The number of respondents is 100. The results show that: Interactional Justice, Procedural Justice, and Distributive Justice are important factors that influence Recovery Satisfaction; Procedural Justice is an important determinant of Recovery Satisfaction; Recovery Satisfaction is an important factor affecting Overall Satisfaction, and; Overall Satisfaction is an important determinant of Customer Loyalty.