Exploring the Impact of Perceived Justice and Complaint Handling Satisfaction on Trust and Commitment in Indonesia's E-commerce Fashion Sector
Background: Indonesia's rapid growth in the e-commerce fashion sector presents opportunities and challenges, particularly in addressing consumer dissatisfaction during post-purchase experiences. Key challenges include product misrepresentation, delivery delays, or unmet expectations, which can...
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| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
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Department of Family and Consumer Sciences, Faculty of Human Ecology, IPB University
2025-02-01
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| Series: | Journal of Consumer Sciences |
| Subjects: | |
| Online Access: | https://journal.ipb.ac.id/index.php/jcs/article/view/60976 |
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| Summary: | Background: Indonesia's rapid growth in the e-commerce fashion sector presents opportunities and challenges, particularly in addressing consumer dissatisfaction during post-purchase experiences. Key challenges include product misrepresentation, delivery delays, or unmet expectations, which can lead to negative behaviors such as complaints, reduced loyalty, and distrust toward sellers.
Purpose: This study investigates the impact of perceived justice dimensions—interactional, procedural, and distributive—on satisfaction with complaint handling and its subsequent effects on customer trust, customer commitment, and customer loyalty.
Methods: This study employed a cross-sectional survey with a purposive sampling technique, collecting data from 174 respondents in the Jabodetabek region. Structural Equation Modeling-Partial Least Squares (SEM-PLS) was used for analysis.
Findings: This research reveals that distributive and procedural justice significantly influence complaint handling, while interactional justice has a smaller yet notable impact. Complaint handling, in turn, significantly enhances both customer commitment and customer trust, with customer commitment emerging as a stronger driver of customer loyalty. Notably, customer trust's direct effect on customer loyalty is insignificant, suggesting that emotional engagement through commitment plays a more pivotal role in fostering loyalty.
Conclusion: These findings underscore the importance of fair complaint resolutions, efficient processes, and empathetic communication in maintaining customer relationships.
Research implication: The findings provide actionable insights for e-commerce businesses to improve customer satisfaction with complaint handling, particularly emphasizing the critical roles of distributive justice and procedural justice in fostering satisfaction.
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| ISSN: | 2460-8963 |