THE EFFECT OF PERCEIVED JUSTICE ON SERVICE RECOVERY SATISFACTION AND BEHAVIORAL INTENTIONS THE CASE OF THREE TOURISM DESTINATIONS IN BALI

This study aimed to determine the effect of perception justice (distributive, procedural and interactional) on post service recovery satisfaction and post service recovery satisfaction on behavioral intention (revisit and WOM recommendation) of tourist who visited Bali visiting. Respondents of this study were foreign and domestic tourist and ever experienced and file a complaint. The number of questionaires distributed was 150 questionaires. The questionaires was given to tourist visiting tourist attraction of Besakih, Kintamani and Tanah Lot. Only 100 questionaires were eligible for analysis. Data were analyzed using Structural Equation Modeling (SEM). The results of this study indicated that the perception of distributive, procedural and interactional justice had a positive and significant effect on the post service recovery satisfaction of foreign and domestic tourist. This study also found a positive and significant effect of post service recovery satisfaction on the intention to revisit and positive recommendation of WOM. Keyword: Perceived Justice, Service Recovery Satisfaction, Behavioral