Abstract

The purpose of this study was to determine: (1) How big effect of the Service Failure on Service Recovery at Super Indo Grocery Store in Semarang? (2) How big effect of the Customer Complaint on Service Recovery at Super Indo Grocery store in Semarang? The sample in this study amounted to 40 respondents or customers. This study was analyzed using multiple linear regression which included the T-Test, F Test, and the coefficient of determination. Based on the results of research and discussions that have been carried out, it can be concluded that there is an effect of Service Failure on Service Renewal is an influence of Customer Complaint on Service Recovery.

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