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Library's collection Library's IT development CancelMulia Catering is a home-based caterer that has been found by Mrs. Natalia
Budianto in 2008. The catering company serves factory employees and companies in
Surabaya. The catering company has received many complaints from its customers
recently. Most of the complaints are about low service quality. This condition makes
Mulia Catering concerns about the customer satisfaction despite the fact that they have
little understanding about their customer satisfaction. The catering has done various
service recoveries to its customers. However, the company sees that customer satisfaction
has been decreasing.
Therefore, the thesis project is made in order to provide recommendations for the
client to improve customer satisfaction. The objective of this research is to gain insight
into the influence of service recovery on customer satisfaction in order to give advice on
how to improve customer satisfaction. Qualitative approach is used for this research.
Qualitative data is acquired by using interview in which 15 of Mulia Catering’s
customers were interviewed.
The research result shows that the catering company has actually delivered good
service recovery to the customers. Most customers showed signs of satisfaction, trust,
loyalty and word-of-mouth intention concerning the successful recovery. However, the
company does not have an integrated system of keeping records of service failure and
recovery which is important for learning process. This will be reviewed more in the
advisory part of the thesis.