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Abstrak :
Pada penelitian ini dibahas hubungan antara Leaders members exchange (LMX) dan turnover intention dengan procedural dan distributive justice sebagai mediator. Sampel penelitian terdiri dari 107 orang pegawai tetap di Bank ABC Depok. Pengukuran LMX, procedural & distributive justice menggunakan metode self-report dengan reliabilitas yang baik pada pilot study maupun field study, dengan nilai cronbach alfa diatas .75. Hasil penelitian menunjukkan bahwa LMX, Procedural, dan Distributive Justice secara signifikan berkorelasi negatif terhadap turnover intention. Pada penelitian juga didapatkan hasil bahwa LMX secara signifikan berkorelasi secara positif terhadap Procedural maupun Distributive justice. Pada uji mediasi didapatkan hasil bahwa Procedural & Distributive justice ternyata tidak memiliki efek mediasi terhadap hubungan antara LMX dan Turnover intention.

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This research examined the relationship between LMX and turnover intention, mediated by procedural and distributive justice. Sample consisted of 107 full time employees of Bank ABC Depok. Using self-report, the measurements of LMX, procedural, and distributive justice all have good reliability, the cronbach?s alpha values above .75. The results showed that LMX, Procedural and Distributive Justice have negative correlations with turnover intention. This study also found that LMX positively correlated with Procedural and Distributive justice. The theority of mediating effects results distributive and procedural justice not mediating relationship between LMX and turnover intention.

Abstrak :
Studi pada keadilan organisasi telah menjadi topik yang populer selama beberapa tahun terakhir. Akan tetapi, penelitian terakhir menunjukkan bahwa hubungan yang tidak jelas antara keadilan prosedural dan kinerja. Tujuan dari tesis ini adalah untuk menjelaskan hubungan antara keadilan prosedural dan kinerja menggunakan perilaku kewarganegaraan organisasi (OCB) sebagai variabel perantara dengan meninjau literatur yang tersedia. Telah ditemukan bahwa keadilan prosedural mempengaruhi kinerja secara positif. Selain itu, keadilan prosedural juga terkait secara positif terhadap perilaku kewarganegaraan, akan tetapi tampaknya keadilan prosedural telah gagal untuk memperkirakan moral kemasyarakatan sebagai salah satu dimensi dari OCB. Terakhir, OCB terkait secara positif dengan kinerja. Kesimpulannya, OCB memperantarai hubungan antara keadilan prosedural dan kinerja secara parsial. ......The study of organizational justice has been a popular topic over the past few years. However, past research indicated that the relationship between procedural justice and performance is unclear. The purpose of this thesis is to clarify the relationship between procedural justice and performance using organizational citizenship behavior (OCB) as the mediating variable by reviewing available literature. It is found that procedural justice affects performance positively. Moreover, procedural justice also positively related to citizenship behavior however, it seems that procedural justice has failed to predict civic virtue as one of the dimension of OCB. Lastly, OCB is also positively related to performance. In conclusion, OCB partially mediates the relationship between procedural justice and performance.

Abstrak :
Hipermarket merupakan ritel yang tingkat laju pertumbuhannya paling tinggi per tahun di Jakarta. Hal ini menjadikan persaingan antar hipermarket menjadi semakin kompetitif sehingga kepuasan pelanggan menjadi hal yang sangat penting untuk diperhatikan. Salah satu caranya adalah dengan mengetahui bagaimana cara menangani keluhan pelanggan yang baik. Keluhan seorang pelanggan berhubungan dengan keadilan dalam pelayanan, sedangkan keadilan dalam pelayanan berhubungan dengan perceived justice (perasaan keadilan yang dirasakan oleh seseorang). Perceived justice sendiri memiliki tiga buah dimensi, yaitu distributive justice, procedural justice dan interactional justice. Penelitian ini sendiri bertujuan untuk mencari kombinasi dari ketiga dimensi perceived justice yang memiliki pengaruh terbesar terhadap tingkat kedatangan kembali dan kampanye negatif dari pelanggan yang melakukan keluhan pada suatu hipermarket. Metode yang digunakan dalam penelitian ini adalah Multivariate Analysis of Variance (MANOVA). Data-data diperoleh dengan menyebarkan kuesioner kepada responden yang pernah berbelanja di hipermarket manapun di Jakarta. Hasil dari pengolahan, dapat disimpulkan bahwa dimensi yang berpengaruh signifikan terhadap tingkat kedatangan kembali dan kampanye negatif dari pelanggan yang melakukan keluhan adalah distributive justice dan interactional justice. Sedangkan interaksi dari ketiga dimensi yang berpengaruh signifikan terhadap tingkat kedatangan kembali dan kampanye negatif adalah interaksi antara distributive justice dan interactional justice. Kombinasi level yang memiliki nilai tingkat kedatangan kembali paling tinggi dan kampanye negatif paling rendah adalah kombinasi high distributive dan high interactional. ......Hypermarket is one type of retails with the most significant rapid growth per year in Jakarta. This phenomenon brings up into a harsh competitive environment among hypermarkets, thus customer's satisfaction becomes a very important thing to be considered. It is obvious that understanding how to handle customer's complaint properly is one of the critical points that needs to be concerned. Customer's complaint relates to fairnesss service, while fairness service refers to perceived justice. There are three kinds of dimensions in perceived justice, namely distributive justice, procedural justice and interactional justice. The objective of this thesis is to find which combination of perceived justice's dimensions result in the most favorable post-complaint intentions. Mutivariate Analysis of Variance (MANOVA) was used as a method in processing the data. The data were collected by administering questionnaires to subjects who ever been shopping in any hypermarket in Jakarta. Based on findings, it can be concluded that distributive justice and interactional justice had a significant main effect on subjects' repatronage intention and on their negative word-of-mouth intention. The interaction among perceived justice's dimentions that has a significant effect on postcomplaint's behaviour is the interaction between distibutive and interactional justice. This findings also showed that the most favorable combination that had a significant main effect on postcomplaint intention is the combination between high distributive and high interactional justice.

Abstrak :
Penelitian ini dilakukan untuk menganalisa customer satisfaction dalam konteks service recovery di PT. Primajasa Perdanaraya Utama. Melaksanakan service recovery menjadi suatu kewajiban bagi perusahaan apabila perusahaan tersebut melakukan kegagalan layanan kepada customer. Responden dalam penelitian ini berjumlah 130 orang, yaitu pelanggan yang pernah merasakan kegagalan layanan jasa dari PT. Primajasa dan melakukan complain. Customer satisfaction antecedents ini terdiri dari recovery expectation, perceived recovery quality, interactional justice, procedural justice, distributive justice, dan disconfirmation. Dengan menggunakan metode penelitian SEM, hasil penelitian ini menemukan bahwa recovery expectation tidak memiliki pengaruh yang signifikan kepada perceived recovery quality, disconfirmation, dan juga satisfaction. Perceived recovery quality juga tidak berpengaruh yang signifikan kepada disconfirmation, namun memiliki pengaruh yang signifikan terhadap satisfaction. Disconfirmation juga memiliki pengaruh yang signifikan terhadap satisfaction. Interactional dan procedural justice memiliki pengaruh yang signifikan kepada perceived recovery quality, namun distributive justice tidak memiliki pengaruh yang signifikan terhadap perceived recovery quality. Interactional dan distributive justice memiliki pengaruh yang signifikan kepada satisfaction, namun procedural justice tidak memiliki pengaruh yang signifikan terhadap satisfaction.

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This study was conducted to analyze customer satisfaction in the context of service recovery in PT. Primajasa Perdanaraya Utama. Implement the service recovery are the main thing for the company when the company did service failure to the customer. Respondents in this research were 130 people, who have ever felt the failure of PT Primajasa services and did complain. Customer satisfaction antecedents consist of recovery expectation, perceived recovery quality, interactional justice, procedural justice, distributive justice, and disconfirmation. By using the method of SEM studies, the results of this study found that recovery expectation has no significant effect to the perceived recovery quality, disconfirmation, and satisfaction. Perceived recovery quality also has no significant effect to disconfirmation; however, it has a significant effect on satisfaction. Disconfirmation has a significant effect on satisfaction. Interactional and procedural justice have a significant effect to the quality perceived recovery, yet distributive justice has no significant effect on perceived recovery quality. Interactional and distributive justice has a significant effect to the satisfaction; however, procedural justice has no significant effect on satisfaction.

Abstrak :
Tantangan perekonomian Indonesia saat ini semakin kompleks sehingga peran regulator industri keuangan menjadi sangat penting karena kebijakan yang diambil berdampak pada seluruh rakyat dan kredibilitas pemerintah. Dalam melaksanakan peran tersebut diperlukan karyawan yang kompeten sehingga harus dipastikan pengembangan karyawan melalui talent development dilakukan dengan perencanaan dan strategi yang baik. Pelaksanaan talent development dan persepsi keadilan yang dirasakan karyawan dapat mempengaruhi job satisfaction, task performance, dan affective commitment karyawan. Tujuan penelitian untuk mengetahui pengaruh implementasi talent development terhadap job satisfaction, task performance, dan affective commitment dengan distributive justice sebagai mediator dan procedural justice sebagai moderator di Lembaga Regulator Industri Keuangan (LARIK) Indonesia dengan Stuctural Equation Modeling (SEM). Data penelitian didapatkan dari 464 karyawan LARIK dengan kuesioner online. Penelitian menemukan bahwa talent development berpengaruh positif terhadap job satisfaction, task performance, dan affective commitment. Penelitian juga mengungkapkan bahwa distributive justice memediasi parsial pengaruh dimaksud. Hasil lainnya yaitu procedural justice memoderasi hubungan distributive justice terhadap job satisfaction, task performance, dan affective commitment. Selanjutnya, implikasi manajerial dan praktikal dari temuan tersebut didiskusikan. ......The challenges of the Indonesian economy are currently increasingly complex, so the role of the financial industry regulator is very important because the policies taken have an effect on all people and the credibility of the government. In carrying out this role, competent employees are needed so it must be ensured that employee development through talent development is carried out with good planning and strategy. The application of talent development and perceptions of employee fairness can effect job satisfaction, task performance, and affective commitment. This research purposes to determine the impact of talent development implementation on job satisfaction, task performance, and employee affective commitment with distributive justice as a mediator and procedural justice as a moderator in the Indonesian Financial Industry Regulatory Institution (LARIK) with structural equation modeling. The research data were obtained from 464 LARIK employees using an online questionnaire. Research has found that talent development has a positive effect on job satisfaction, task performance, and affective commitment. Research also reveals that distributive justice mediates this partial effect. Another result is procedural justice moderating the relationship of distributive justice to job satisfaction, task performance, and affective commitment. Next, the managerial and practical implications of these findings are discussed.

Abstrak :

Berkembangnya dampak dari internet menyebabkan terjadinya perubahan dalam behavioral dari seluruh aspek masyarakat baik produsen maupun konusmen. Dalam segi penyampaian jasa, internet dapat dimanfaatkan menjadi berbagai fungsi mulai dari media distribusi jasa dari produsen ke konsumen hingga bagaimana penyedia jasa melakukan perbaikan atas kegagalan jasa yang terjadi. Fokus dari penelitian ini adalah untuk menyelidiki dampak yang diberikan dari dua jenis cara perbaikan jasa yang populer secara online yaitu online procedures dan technology mediated communication terhadap kepuasan, switching, word-of-mouth dan perbedaan yang dihasilkan dalam industri berbasis langganan dan non-langganan. Sampel penelitian dibagi menjadi 2 kelompok, yaitu: berlangganan (Spotify) sebanyak 102 sampel dan non-berlangganan (Go-Jek) 93 sampel. Penelitian menggunakan Structural Equation Modelling dengan software Lisrel 8.80 dalam melakukan pengujian dan analisis . Hasil penelitian menunjukan bahwa interactional justice dapat dicapai menggunakan technology mediated communication dan berpengaruh terhadap kepuasan, switching intention, PWOM. Selain itu, kelompok industri yang berbasis jasa berlangganan (Spotify) menghasilkan hasil yang lebih signifikan pada variabel penelitian yang diuji pada penelitian kali ini dibandingkan dengan kelompok yang berbasis non-langganan (Go-Jek) dan terdapat perbedaan pengaruh yang lebih besar pada kelompok sampel indsutri berbasis langganan (Spotify) terhadap kelompok sampel industri non-langganan (Go-Jek).

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Internet has shifted behavioral of human towards more rapid and more efficient activities in many aspects including how services are consumed. Activities from distributing channel of service from service provider towards consumer untill how service provider make an effort towards service failure could be delivered using internet. The objective of this research is to investigate the impact of two most popular online service recovery strategies i.e. online procedures and technology mediated communication towards satisfaction, switching intention, word-of-mouth, and the diffrence between subscription base industry and non-subscription based industry. This research divide research sample into two groups: subscription (Spotify, 102 respondents) and non-subscription (Go-Jek, 93 respondents). Data are analysed using structural equation modelling using Lisrel 8.80 software. The results of this research show that interactional justice could be delivered through technology mediated communication and have significant impact towards satisfaction, switching intention, PWOM. Subscription based service provider (Spotify) have more significant impact in tested variabel research compared to non-subscription based service provider (Go-Jek).

Abstrak :
Complaint Handling atau penanganan komplain sebenarnya bukanlah hal yang baru dalam pemasaran jasa. Namun di dunia nyata, perusahaan khususnya penyedia jasa, seringkali melupakan arti penting sebuah pengananan keluhan dari konsumen. Hal tersebut perlu dicermati mengingat dampaknya yang relative besar mulai dari meningkatkan kepuasan pelanggan. Penelitian ini bertujuan untuk melihat pengaruh complaint handling dengan pendekatan mekanistik terhadap customer justice. Penelitian ini dilakukan dengan cara observasi dan penyebaran kuesioner kepada 100 orang responden yang merupakan pemegang kartu kredit BNI. Data yang dikumpulkan kemudian diolah dengan menggunakan SPSS 13.0, dengan cara olahan teknik analisis deskriptif, analisis validitas, analisisi reliabilitas dan analisis regresi. Hasil penelitian menunjukkan terdapat pengaruh antara penanganan complaint handling dengan pendekatan mekanistik terhadap customer justice. ......Complaint Handling or the handling of complaints is actually nothing new in marketing services. But in the real world, corporate service providers in particular, often forget the importance of a handling complaints from consumers. It should be observed because of the impact is relatively large ranging from improved customer satisfaction. This study aims to see the impact of complaint handling by the mechanistic approach to the customer justice. The research was conducted by means of observation and questionnaires to 100 respondents who are BNI credit card holders. The data collected and processed using SPSS 13.0, with a refined way of descriptive analysis techniques, analysis of the validity, reliability and analyze regression analysis. The results show there is effect between the handling of complaint handling by the mechanistic approach to the customer justice.

Abstrak :
In the context of regulatory decisions, the political conflict between executive and legislative branches has been significant. The relative ideological stances and power resources of federal agencies and Congress determines regulation outcomes. In particular, when agencies earn sufficient political support from policy stakeholders by relying on procedural justice, they are able to secure the regulatory outcomes they desire without congressional intervention. Because legislators are highly concerned about their reelection prospects, policy stakeholders? political support is an important power resource for agencies. Legislators are likely to embrace regulatory decisions made by agencies supported by policy stakeholders even if they disregard congressional preferences. This article provides evidence for this proposition by reviewing media concentration regulation policies of the U.S. Federal Communications Commission.

Abstrak :
ABSTRAK
Penelitian ini bertujuan untuk mencari tahu pengaruh keadilan prosedural terhadap turnover intention intensi keluar melalui mediasi kepuasan kerja dan organizational citizenship behavior perilaku kewarganegaraan organisasional di PT XYZ. Pengambilan data dilakukan secara kuantitatif menggunakan kuesioner secara fisik dan tautan kepada 209 karyawan di PT XYZ dengan metode simple random sampling. Pengujian hasil data dilakukan menggunakan SEM melalui Lisrel 8.51. Penelitian ini menemukan bahwa keadilan prosedural memiliki pengaruh signifikan terhadap intensi keluar, kepuasan kerja, dan perilaku kewarganegaraan organisasional. Kemudian, pengaruh mediasi juga ditemukan pada kepuasan kerja sebagai mediasi parsial di antara keadilan prosedural dan intensi keluar. Dari penelitian ini didapatkan implikasi manajerial bahwa keadilan prosedural merupakan hal yang penting untuk dijalankan di perusahaan yang memiliki pengaruh untuk meningkatkan kepuasan kerja dan perilaku kewarganegaraan organisasional yang kemudian dapat menurunkan intensi keluar. Hal ini juga tidak lepas dari peran atasan sebagai pihak yang umumnya melakukan pengambilan keputusan. Contoh penerapan keadilan prosedural antara lain, melibatkan karyawan dalam proses pengambilan keputusan dan membangun komunikasi yang jelas dan terbuka antara atasan dan karyawannya.

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ABSTRACT
This study aims to find out the influence of procedural justice on turnover intention through mediation of job satisfaction and organizational citizenship behavior in PT XYZ. Data were collected using quantitative method via questionnaire survey that was filled by 209 employees in PT XYZ using simple random sampling method. Data result was being analyzed using Structural Equation Modelling SEM via Lisrel 8.51. This study found that procedural justice has a significant influence on turnover intention, job satisfaction, and organizational citizenship behavior. Then, the mediation effect was also found in job satisfaction partially between procedural justice and turnover intention. From this research, the managerial implication suggests that procedural fairness is important to be implemented in companies which can influence to improve job satisfaction and organizational citizenship behavior which in result can reduce turnover intention. Also, this practice can not be separated from the role of supervisor whom generally always make decisions in the company. The practical implementations of procedural justice are, such as, involving employees in the decision making process and establishing clear and open communication between supervisors and their subordinates.

Abstrak :
Saat ini, tanggung jawab sosial perusahaan telah menjadi fenomena yang dikenal luas dikarenakan perbedaan sentimen yang muncul dari berbagai pihak. Telah ditemukan bahwa tanggung jawab sosial perusahaan menumbuhkan banyak keuntungan karena dapat menjadi strategi sebuah perusahaan, tidak hanya untuk pihak eksternal, tetapi untuk internal organisasi itu sendiri. Penelitian ini dilakukan untuk memeriksa apakah ada hubungan antara persepsi karyawan terhadap tanggung jawab sosial perusahaan dan komitmen organisasi afektif melalui mediasi motivasi intrinsik, keadilan prosedural, dan kepercayaan karyawan. Penelitian ini dikategorikan sebagai penelitian kuantitatif, di mana 231 responden telah dikumpulkan untuk mengisi kuesioner online. Responden adalah karyawan dari berbagai jenis industri yang telah bekerja minimal satu tahun dalam organisasi mereka. Data yang dikumpulkan diproses menggunakan Structural Equation Modeling (SEM), di mana telah ditemukan bahwa tanggung jawab sosial perusahaan memiliki efek tidak langsung terhadap komitmen organisasi afektif melalui motivasi intrinsik dan kepercayaan karyawan. Di sisi lain, keadilan prosedural ditemukan tidak memiliki hubungan mediasi antara konstruksi. ......In present days, corporate social responsibility has become a widely-known phenomenon as different sentiment arises from various parties. It has been found that corporate social responsibility foster much benefit as it can alter into a company’s blueprint, not only for the external, but for the internal of the organization itself. This research is conducted to examine whether there is a relationship between employee’s perception of corporate social responsibility and affective organizational commitment through the mediation of intrinsic motivation, procedural justice, and employee trust. The research is categorized as quantitative research, where 231 respondents have been gathered to fill in an online questionnaire. Respondents are employees from various types of industries that have worked for minimum one year in their organization. The gathered data is processed using Structural Equation Modeling (SEM), where it has been found that corporate social responsibility have an indirect effect towards affective organizational commitment through intrinsic motivation and employee trust. On the other hand, procedural justice is found to have no mediating relationship between the construct.