The effect of service failure on customer loyalty through customer forgiveness and service recovery as mediation variables
Ivatul Laili · Sumiati · Sudjatno
International Journal of Research in Business and Social Science · 2022 · Vol. 11 / Issue 4 · 23-29
Publication metrics
External links open provider records or DOI searches. Provider counts are not combined. Mendeley readership measures saves, not citations.
Dimensions
Live provider badge. If unavailable, use the Dimensions link above.
Observed 21 Oct 2026, 07:22 UTC
Observed 22 Oct 2026 01:20 UTC
Observed 22 Oct 2026 01:20 UTC
OpenAlex and Mendeley observations refresh on article visits, at most once per 24 hours. Unavailable data is not zero. Google Scholar opens a DOI search.
Citations received by this article, grouped by the year of the citing work. Crossref and OpenAlex lifetime totals remain separate in Publication metrics.
2017–2026 Annual history last updated:
Citations received
OpenAlex · year of the citing work
Hover over a year or focus the chart and use arrow keys to inspect values.
2017–2026 annual-history window. 2026 is year to date. Unknown years have gaps.
View data & coverage
2026 is incomplete. Within a successfully fetched ten-year window, omitted years mean zero. Years beyond a saved observation’s window remain unknown (—). Older citations are excluded, so this chart’s sum may differ from the OpenAlex lifetime total. The date above belongs to this annual history; an unsuccessful refresh keeps the previous observation.
Abstract
This paper aims to examine more deeply the role of the customer forgiveness and service recovery variables on the relationship between service failure and loyalty. This research uses a go-car service on a gojek as the object of research. Go-car service was chosen because it is one of the services in Go-jek that has received a lot of criticism from its users. The respondents in this research were Go-Car service users who had experienced service failures when using the service. The determination of the number of samples in this research used a purposive sampling technique with a sample of 200 respondents. The method of collecting data is using a questionnaire, the data is analyzed using PLS-SEM.
Keywords: {'name': 'Customer Loyalty'}, {'name': 'service failure'}, {'name': 'customer forgiveness'}, {'name': 'service recovery'}
Authors & affiliations
Ivatul Laili
Affiliation not supplied
Sumiati
Affiliation not supplied
Sudjatno
Affiliation not supplied
Deposited references
Supplied references, not a list of publications citing this article.
No reference list supplied.