Service Recovery and Its Effect on Students ’ Satisfaction , Trust , and WOM Communication

S A R I P A T I Vol. 11 | No. 2 ISSN: 2089-6271 | e-ISSN: 2338-4565 | https://doi.org/10.21632/irjbs


INTRODUCTION
In Indonesia, there is a proverb which says ''cheap in the mouth but expensive on the scales''.This proverb describes a person who likes to make promises, but he never keeps them.This proverb is often found in daily life, such as in interaction between individuals, interaction between institutions or organizations, and interaction between institution / organization and individual, either in social or in business activities.In the midst of intense business competition, promises are often deliberately made to attract customers to buy a product.Intense competition not only also takes place in the world of business, but also in the world of education, especially among private universities in Indonesia.Competition has created creative and innovative breakthroughs.
Creativity and innovation in academic field, service, and administrative processes need to be communicated to stakeholders with the aim to raise the image of the universities.In practice, however, everything that has been communicated or informed is often contrary to the fact or reality.
The educational regulation improved by the government is expected to create satisfaction to stakeholders, especially students.Some issues in the management of universities in Indonesia include the existence of original but fake diploma, the implementation of long distance education, the excess student quota, etc.
Complaints about facilities, educational services, as well as extension programs at XXX University are allegedly caused by irregularities in the management and use of funds available at the university.In addition, there are other eight points of complaints aimed at the XXX University.Source: https://www.lapor.go.id/id/1106547/keluhan-fasilitas-pelayanan-pendidikan-dan-program-sarjanaekstensi-di-universitas-jambi.htm.Downloaded on Tuesday, February 21, 2017, at 09.35.
There was a protest against campus policy.The students of YZ University protested against the university's policy of raising the tuition of 15 until pemahaman yang mendalam bagi pengelola perguruan tinggi dimana pemulihan layanan kepada mahasiswa selalu menjadi fokus perhatian, terbukti pada dua universitas berpengaruh tidak signifikan baik langsung maupun tidak langsung kepada kepuasan, kepercayaan dan word of mouth.
was charged to the ninth-semester students.The policy of raising the tuition was intended only to students who could not complete their lectures within 4 years or 8 semesters.The university detailed the increase of 15 percent for a five-year study period, 30 percent for a six-year study period and the greatest increase of 45 percent of the initial tuition nominal for a seven-year study period.
The policy was applied starting from the tuition payment for the following semester of 2012/2013 school year.Source: http://edukasi.kompas.com/read/2012/07/26/17404077/SPP.di.Unibraw.Naik.. Mahasiswa.Protes.Downloaded on Tuesday, February 21, 2017, at 10.00Not all students who are disappointed with academic process and service are willing to express their complaints to their colleges, considering their long-term process on the campus.There is a sense of ''threat'' if they are too critical of their campus.However, only those who have great interests and expect an improvement on their campus will submit their complaints through appropriate media or channels.They are the students who actually care for and dare to complain to the campus.Such caring students should be treated well rather than hostile.Constructive complaint or criticism should be received, respected and acted upon well.
Service failure in the business world and other activities, particularly due to human error, is frequently unavoidable.The failure to perform such services may lead to customer dissatisfaction.Kana (2001) reveals that customer satisfaction can provide several benefits, such as harmonizing the relationship between organization / company and customer, creating a good foundation for repurchasing, and creating good communication or recommending to others (word-of-mouth) as the foundation of customer loyalty creation.Empirical evidence suggests that not all disgruntled consumers are willing to convey their complaints to producers or service providers.Research conducted by Singh and Pandya (1991) finds that the disgruntled customers do not convey their complaint to the service provider but to the third party.Dick and Basu (1994) find that consumers move to other products or brands instead.It is also supported by Gustaffson (2009) that when customers get a good service recovery, they tend to perceive a high level of fairness, thus creating a positive attitude and increasing the intention to buy again in the future.On the contrary, those who experience very low service recovery will also perceive low fairness.Furthermore, Zemke (1999) reveals that a customer who feels dissatisfied, related to his bad experience of a particular service, can influence from 10 to 20 people (consumers and customers) to no longer relate to the service that provides the bad service.Therefore, service recovery is required as a response or responsibility for the poor quality of service that has been provided.However, complaints are not only because of dissatisfaction but also because of the facts or phenomena seen.Tronvoll (2011)  According to Baker, Thomas and Meyer, Tracy (2014), the visible interaction effect of the most positive outcome is when managers and frontline employees provide a complete explanation of the service failures and indicate the credibility of the sources in conveying information.Moliner-Velázquez, Beatriz, Ruiz-Molina, María-Eugenia and Fayos-Gardó, Teresa (2015) confirm that the causal relationships and satisfaction recovery efforts using service recovery will, in turn, have a direct effect on the intent of conventional and online WOM.Furthermore, Multi-group analysis reveals that age moderates the relationship between satisfaction and online WOM.
Mattila ( 2001) reveals that service recovery can be done using several approaches, such as: (1) justice dimensions, which include distributive justice, interactional justice and procedural justice; (2) service failure theory, which can be seen from individual and situational aspects; and (3) customer loyalty.Some research results on service recovery that are still in debate are: Sing and Pandya (1991) "consumers do not file a complaint directly, but convey it to third parties instead"; Dick and Basu (1994) "consumers instead move on to other products or brands"; Zemke (1999) "consumers do not want to deal with the service; Gustaffson (3) to expose the students' perceptions of service recovery (distributive, procedural and interactional justice) in the field of academic, infrastructure, teaching and learning, and administration related to employees and lecturers.

Theoretical Framework
Nguyen, Doan T, McColl-Kennedy, Janet R, Dagger, Tracey S (2012) find that customers have different recovery preferences.In addition, customers will be satisfied with the service recovery solution only when it matches the most demanding recovery preferences.Recovery preferences have a significant effect on customer satisfaction and repurchase.Lin, Hsin-Hui, Wang, Yi-Shun and Chang, Li-Kuan (2011) prove that distributive justice, procedural justice, and interactional justice have a significant positive effect on customer satisfaction.Among the three justice dimensions of service recovery, distributive justice has a significant positive effect on repurchase intention, and only interactional justice that has a significant negative effect on negative WOM.In addition, both the interaction between distributive justice and procedural justice and the interaction between distributive justice and interactional justice are found to have significant effect on customer satisfaction, negative WOM, and repurchase intention.
The results also show that the service recovery paradox does not seem to exist in the retail context.This finding allows online retailers to develop more effective strategies to prevent service failures and improve customer satisfaction, negative WOM, and repurchase intentions.Johnston, Robert and Michel, Stefan (2008) argue that service recovery procedures have a greater impact on employees and improved processes on customers.In addition, many organizations seem to be good or get benefit from the service recovery and recovery procedures.This research has posed challenges on the way some organizations focus on recovery procedures and satisfy customers and pointed out that without performing service recovery, they have lost huge benefits.It also shows that many organizations have a long way to develop service recovery procedures.Matos, et al (2009) proves that justice, in service recovery, consists of three dimensions: distributive justice (the justice perceived with the existence of compensation provided or offered by the service provider), procedural justice (the justice perceived with the existence of exchange policy), and interactional justice (the way service providers respond to complaints arising from customers).
Furthermore, in study 1, Baker, Thomas and Meyer, Tracy (2014) find that the visible interaction effect shows that the most positive result is when the manager and the front line employee give a full explanation of the service failure.The result of study 2 indicates the credibility of the source in conveying information.Zhang, Min, Dai, Xujing and He, Zhen (2015) prove that e-retailing needs to pay attention to building an integrated recovery system.This system can facilitate the relationship between employee job satisfaction and OCB, which ultimately affects market performance.However, the relationship between job satisfaction and OCB as well as market performance is found very low in the context of e-retailing in China.Moliner-Velázquez, Beatriz, Ruiz-Molina, María-Eugenia and Fayos-Gardó, Teresa (2015) prove that the recovery efforts on satisfaction using service recovery, in turn, has direct effect on the intentions of conventional and online WOM.
Furthermore, Multigroup analysis reveals that age moderates the relationship between satisfaction and online WOM.
A company can survive and thrive if it is able to create customer satisfaction.Thus, all efforts must be made in order to create customer satisfaction.
Satisfaction is a comparison between perception / expectation and the facts / reality.As stated by Parasuraman et al. (1985), customer expectation is highly dynamic because it can change from one customer to another.
Due to its dynamic nature, each customer has different expectations or perceptions in response or judgment.Zeithaml et al. (1993) reveals that the expectations of customers are standardized and will be compared with experience when consuming or using the actual services.After that they evaluate and compare so that they can conclude and say 'satisfied or dissatisfied'.In line with this statement, Oliver (1980)  Organizations or companies should be able to accept and respond complaints or criticisms from their customers openly.They need to listen and find out the best solution on how to handle and follow up the complaints positively.Thus, it can create service recovery which, in turn, will build trust to the customers.
Service recovery refers to actions taken by service providers to address customer complaints related to the service failures perceived by customer (Gronroos, 1988).In line with that opinion, Lovelock (2001) states that service recovery is an action taken by service providers to resolve complaints resulting from the failure to provide services and to retain customer's goodwill.
There are many forms of service recovery that can be done to overcome service failures, as proposed by (Kelley et al., 1993) When consumers talk to each other about some aspects of the service, this information can affect both their behavior and their satisfaction with the service.
A study conducted by Hennig-Thurau, Langer, Hansen (2001), which focuses on higher education, proves that the student's trust to higher education institution also affects the student's loyalty.Therefore, the students who have trust to higher education institution will be willing to convey positive things about the institution and to recommend the institution to others.The independent and dependent variables are measured using Likert scale.This scale is used to measure the respondents' responses to the research object with a weight value of one to five, that is, from strongly disagree to strongly agree.

METHODS
Data collection in this study is conducted by using questionnaires and interviews with the aim to obtain information directly from respondents to complete the things required in this research.
Validity test of the instrument is done using face validity, or using expert judgment.In this case, the instrument is constructed based on the aspects that will be measured using a particular theory. Next

RESULTS AND DISCUSSION
The description of respondents' characteristics for excellent university category are shown in Table 1.
Based on the way to get information on the university, of the 81 respondents, 86 filled in the university information column, which means that a respondent may know his university information from two or more sources.Information from TV / Radio = 6 (7%), from WEB of the university = 31 (36%), from parents = 9 (10%), from friends = 13 (15%), from the senior high school teacher = 2 (2%), from university brochures = 14 (16%) and from other sources = 11 (13%).
The validity test of instruments in this research was conducted using the expert judgment after the aspects of instrument measured had been constructed.Validity test was done using Bivariate Pearson correlation (Product Moment Pearson).
From the results of calculation, it is obtained that all items/indicators of the variables of distributive justice, procedural justice, interactional justice, satisfaction, trust and WOM are declared "valid".

Reliability test was done by looking at the value of
Cronbach's Alpha.The Cronbach's Alpha value of each variable is from 0.668 (the lowest value) to 0.834 (the highest value).Thus, it can be concluded that all variables are declared "reliable".procedural justice (PJ), for all universities, is in the category of "doubtful" (3.024; 3.140 and 2.960).

Based on
Furthermore, the variable of interactional justice (IJ), for the excellent university (UMM) and the flagship university (UKP), is in the category of "agree" (3.867 and 3.462), but, for the non-flagship university, is in the category of "doubtful" (3.05).
It can be seen that the variable of satisfaction, for the excellent and flagship universities, is in the category of "satisfied" (4.176 and 3.579), but, for the non-flagship university, is in the category of "doubtful" (3.220).The variable of trust, for the excellent university, is the category of "agree" (3.398), but, for flagship and non-flagship universities is in the category of "doubtful" (3,383 and 3,295).Finally, the variable of WOM, for all categories of universities, is in the category of "agree" (3.837, 3.436 and 3.671).
Figure 2 shows the results of the analysis done at university with excellent category.3.
The effect of the variable of distributive justice (DJ) on trust mediated by students' satisfaction in the excellent university can be summarized, see Table 4.
The summary of analysis results of the direct influence for each category of university (Excellent, Flagship, and Non-Flagship) can be seen in Table 5.
From Table 5, the similarities of each university can be explained as follows: 1. Ihe first similarity In

The third similarity
In the 3 (three) categories of universities: Procedural Justice (PJ) variable has a negative effect on trust.This means that although the students are given the opportunity to explain the complaints, to whom they must submit the complaints, and the process of their complaints can be quickly accessed, it does not necessarily give a positive impression of their trust to the existing procedural justice.
From some open responses, it is found that they a sense of distrust to the person in which they have submitted the complaint.And they find that the complaints are not conveyed directly to the decision maker.

The fourth similarity
There are 2 (two) categories of universities where Procedural Justice (PJ) variable has negative effect on satisfaction, that is, in the excellent university category and flagship university category.This finding is interesting because these 2 (two) categories of universities, in terms of procedure, should be better than in the non-flagship university category.This means that if the perceived procedural justice increases, the student satisfaction will decrease and vice versa.
The real phenomenon that the researcher perceives when interviewing is that this aspect is often conveyed to management but the response they get is very disappointing.So, even if there are changes and improvements in the procedural dimensions, the results cannot give satisfaction to the students.

The fifth similarity
There are 2 (two) categories of universities, where Interactional Justice (IJ) variable has no significant effect on trust, that is, in the excellent university category and in the flagship have not been able to create the student trust.

The sixth similarity
There The summary of analysis results of the indirect effect for each category of university (excellent, flagship, and non-flagship) can be seen in Table 6.
From Table 6, it can be concluded that the indirect effects that have similarities are as follows: 1.The first similarity In the 3 (three) categories of universities, the variable of distributive justice (DJ) has an effect on WOM mediated by satisfaction.This result is consistent with the previous research.Tax and Brown (2000) find that distributive justice is the dominant reference in service recovery analysis.

The second similarity
In the 3 (three) categories of universities, the variable of satisfaction does not mediate the relationship between procedural justice (PJ) and trust.This result does not support the hypothesis.

The third similarity
In the 3 (three) categories of universities, the variable of satisfaction does not mediate the relationship between interactional justice (IJ) and trust.This result does not support the hypothesis.

The fourth similarity
In the 3 (three) categories of universities, the variable of satisfaction does not mediate the relationship between interactional justice (IJ) and WOM.This result does not support the hypothesis.

The fifth Similarity
In the excellent and flagship universities, the variable of satisfaction mediates the relationship between distributive justice (DJ) and trust.This result supports the hypothesis, but only in the non-flagship university that does not support the hypothesis.

The sixth similarity
In the top and flagship-categories universities, the variable satisfaction does not mediate the relationship between procedural justice (PJ) and WOM.This result does not support the hypothesis, but only in the non-flagship university that supports the hypothesis.

MANAGERIAL IMPLICATIONS Methodological Implication
This research was conducted using simple but structured method and assisted by statistical test through validity test and reliability test procedures.
The results of this study are expected to provide indepth understanding to further researchers as the source of consideration in designing the research methods to test the models to be observed.

Research implication
This study is expected to improve the researchers' the relationship between interactional justice and WOM.
3. In the university with non-flagship category, satisfaction has a significant positive effect on trust.In addition, satisfaction also has a positive effect on WOM.Satisfaction does not mediate the relationship between procedural justice and trust.
Satisfaction even mediates the relationship between procedural justice (PJ) and WOM.
Satisfaction does not mediate the relationship between interactional justice (IJ) and trust.
Satisfaction does not mediate the relationship between interactional justice (IJ) and WOM.
In the university with non-flagship category, satisfaction has a positive effect on trust, and satisfaction has a positive effect on WOM.
Thousands of students of XXY University rallied to protest the policy of the rector.During the demonstration, the students brought a coffin as a sign of their concern about the planned dissolution of the Student Executive Board (BEM) by the rector.Source: http://bintan.batamtoday.com/berita53110-Protes-Kebijakan-Kampus,-Mahasiswa-UPB-Berunjuk-Rasa-Bawa-Keranda.html.Downloaded on Tuesday, February 21, 2017, at 09.50.
reveals that complaints not only arise as a result of dissatisfaction over the quality of service but also because of what is seen and perceived emotionally when interacting with the service.Nguyen, Doan T, McColl-Kennedy, Janet R, Dagger, Tracey S (2012) support the argument that customers have different recovery preferences.In addition, customers are satisfied with the service recovery solution only when it matches the most demanding recovery preferences.Customer recovery preferences have a significant impact on customer satisfaction and repurchase.

(
2009) "consumers perceive low justice"; while Tronvoll (2011) "dissatisfaction impacts on complaints"; Nguyen, et al (2012) "service recovery solution is taken only when it matches the most demanding recovery preferences" and Baker, et al (2014) "service failure indicates the credibility of the source in conveying information".Departing from the results of this study, this study tries to replicate previous research but on different objects, that is, at private universities with different levels of categories.The aspects that can be useful to improve the quality of education, among others, are improving academic quality, improving services that support the campus activities, and conducting inventory as well as analyzing complaints and critics from students, parents, or the users of the college graduates.The incoming complaints or criticisms are analyzed in depth by competent authority, and the complaints eventually serve as materials for improvements.The purposes of this research are: (1) to examine the effect of service recovery (using distributive justice, interactional justice and procedural justice approaches) on students' satisfaction, trust and WOM at excellent, flagship and non-flagship private universities; (2) to express and know the students' responses when they get service dissatisfaction; states that in service setting called confirmation-disconfirmation theory, confirmation occurs if expectation matches the actual performance of the service provider.If the actual performance exceeds the expectation, it can create satisfaction, or in its theory called positive disconfirmation.Conversely, if the actual performance is worse than the expectation, it will create dissatisfaction, or in its theory called negative disconfirmation.Service failure is one of the factors that create customer dissatisfaction.Whether it is anticipated or not, service failure is often unavoidable.This may be due to human error or non-technical factors.The consequence of the service failure is the emergence of various complaints or criticism from customers.At certain point, the customers will decide no longer buy or connect with the service providers and ultimately, they create a negative Word of Mouth (WOM).For an organization, customers who are willing to deliver or inform their complaints should be appreciated.Gilly and Hansen, 1985 in East 2000 state that the complaints delivered by customers provide benefits to organization or company because the organization / company will have the opportunity to address or reduce dissatisfaction, to reduce negative WOM delivered by the customer to others, and to obtain useful market information in order to maintain customers.
, such as by paying compensation, providing discounts or rebates, improving service quality, providing free goods or services, and asking for apologies.McDougall and Levesque (2000) also suggest other forms of service recovery, such as by providing tangible compensation and creating a good interaction between service providers and customers to influence customer perceptions of service recovery.Mattila (2001) explains that service recovery, theoretically, can be done using several approaches, namely: (1) Justice Dimensions, consisting of Distributive Justice (DJ), Procedural Justice (PJ), and Interactional Justice (IJ); (2) Service Failure Theory, ie individual and situational; and (3) Customer Loyalty.Similarly, Tax and Brown (2000) point out that distributive justice is the dominant reference in service recovery analysis.Procedural justice focuses on perceived fairness of the policies, procedures, and criteria used by decision makers over disputes or negotiations.Seider and Berry (1998) reveal that distributive justice can be seen from the decision and allocation of results.The types of distributive justice include rewards to business partners in business transactions, equality for business partners in obtaining the same results, and the needs of each business partner.There are several aspects to consider in procedural justice, namely consistency, unbiased, accuracy, correction, representation and ethics.Furthermore, Seider and Berry (1998) explain that interactional justice has characteristics of interpersonal behavior, such as respect, honest, courteous and professional.Interpersonal behavior is the belief that becomes the core of business transactions.Trust, in this case, becomes a balance of risk and uncertainty of business services in order to maintain customer loyalty.Oliver (in Margee et al 2008) reveals that customer satisfaction is an attitude resulting from comparisons between expected performance and perceived performance from the service experience.If the performance fails to meet expectations, the customers will be dissatisfied.If the performance is in line with the expectation, the customers will be satisfied.If the performance exceeds the expectations, the customers will be very satisfied or happy.Kotler and Keller (2009) define that satisfaction is the pleasure or disappointment perceived by customers after comparing between the performance of the product thought and the performance of the results expected.If the performance meets the perceived quality, there will be likely customer satisfaction.A high level of satisfaction can create an emotional bond between the customer and the company.Satisfaction and dissatisfaction with the product will affect consumer behavior in the future.If satisfied, the consumers will show a higher possibility to re-purchase the product and also tend to tell the positive sides of the brand to others.If dissatisfied, the consumers may discard or return the product.They may take public action, such as filing a complaint to the company, going to a lawyer, or complaining to another group (such as a business, private or government agency).Personal action may be in decision to stop buying the product or to warn friends.One of the post-purchase behaviors is word of mouth recommendation.Word of mouth recommendations are usually accepted quickly by consumers because those who deliver them are credible, such as experts, friends, family, and media publications.Lovelock and Wright (2007) explain that recommendations from other consumers are generally viewed as more reliable than the information activities undertaken by a company and can have a strong influence on people's decisions to use or avoid a service.Information from word of mouth even often occurs when the transaction is taking place.
, procedural justice/PJ, interactional justice/IJ) towards satisfaction (S), trust (T), word of mouth (WOM) through hypothesis testing.The population in this study is private universities in East Java which are classified in different levels of categories: UM (excellent category), UKP (flagship category), and UTGS (Non-flagship category).The analysis unit in this study is 80-81 students for each university, or with the total sample of 242 students.Sampling is conducted by using accidental sampling technique, a sampling technique which is based on coincidence.The independent variables in this research are distributive justice (X 1 ), procedural justice (X 2 ) and interactional justice (X 3 ).The intervening variable is satisfaction (Z).And the dependent variables are trust (Y 1 ), and word of mouth (Y 2 ).Perceived justice is defined as the opinion of respondents to the fairness of service acceptance, treatment, and service process on the handling of the complaints they convey.Satisfaction is defined as the opinion of respondents to the feelings of pleasure or disappointment that arise because comparing between the actual performance and their expectations.Trust is defined as the opinion of the respondents to the private university, whether it can be trusted or relied upon in fulfilling its promise.Word of mouth is defined as the opinion of the respondents who are willing to give recommendation related to the private university service he felt to others.

Figure 2
Figure 2 shows the partial influence of distributive, procedural and interactional justice on satisfaction, trust and WOM for service recovery at university with excellent category.Distributive justice has a significant positive effect on satisfaction (coefficient = β = 0.51; ρ < 0.01), procedural justice has a significant negative effect on satisfaction (coefficient = β = -0.40;ρ < 0.01), but interactional justice has an insignificant effect Figure 2. Full Model for Excellent University university category.These findings are interesting because they should have better interactional justice than in the non-flagship university category.This means that the interaction that has become the institution's policy has no effect on the trust of the students.From the interviews conducted by the researcher, it is obtained a picture that students often find the interaction and attitude of employees / employees that are less friendly.And the em-ployees sometimes ignored the students who are expressing complaint.The students have found it not just once but several times, and this is what makes them disappointed.So, even though there are changes and improvements in interactional dimensions, the results are 2 (two) categories of universities where the Distributive Justice (DJ) variable has a significant positive effect on WOM (flagship and non-flagship university).It can be concluded that the indicators of distributive justice are related to the employees have given adequate attention to the customer when the errors in service delivery occur; the employees have a very good attitude towards students when handling service error complaints; the employees are communicative when handling student complaints; the employees respect students when handling complaints that ultimately can increase the student trust and WOM.

4.
In the university with flagship category, distributive justice (DJ) has a positive effect on students' satisfaction, trust and WOM, but procedural justice (PJ) has a negative effect on students' satisfaction, trust and WOM.However, interactional justice (IJ) has a positive effect on students' satisfaction and WOM but has insignificant effect on trust.5.In the university with flagship category, satisfaction mediates the relationship between distributive justice (DJ) and trust.Satisfaction mediates the relationship between distributive justice (DJ) and WOM.However, satisfaction does not mediate the relationship between procedural justice (PJ) and trust.Likewise, satisfaction does not mediate the relationship between procedural justice (PJ) and WOM.The difference is that satisfaction mediates the relationship between interactional justice (IJ) and trust.Similarly, satisfaction mediates the relationship between interactional justice (IJ) and WOM. 6.In the university with flagship category, satisfaction has a positive effect on trust, and satisfaction has a positive effect on WOM. 7. In the university with non-flagship category, distributive justice (DJ) has a positive effect on students' satisfaction, trust and WOM.Likewise, procedural justice (PJ) has a positive effect on satisfaction and WOM but has no effect on trust.Interactional justice (IJ) has an insignificant effect on satisfaction and WOM, but has a positive effect on trust.8.In the university with non-flagship category, satisfaction does not mediate the relationship between distributive justice and trust, but satisfaction mediates the relationship between distributive justice (DJ) and WOM.
, validity test is done using SPSS program and the analysis technique is done using Bivariate

Table 2
, it can be seen that the variable of distributive justice (DJ), for the excellent university (UMM) and the flagship university (UKP), is in the category of "agree" (4.104 and 3.606), but, for the non-flagship university (UTGS), is in the category of "doubtful" (3.109).The variable of gender,

Table 1 .
Summary of the Characteristics of Respondents from UMM (excellent university category)

Table 2 .
Respondents' Responses to the Variables of Distributive Justice (DJ), Procedural Justice (PJ) and Interactional Justice (IJ): Satisfaction (S), Trust (T) and WOM Source: Research result

Table 3 .
The Direct Effect of the Variables of Distributive Justice (DJ), Procedural Justice (PJ) and Interactional Justice (IJ) on Satisfaction, Trust and WOM at University with Excellent Category

Table 4 .
The Indirect Effect of the Variables of Distributive Justice (DJ), Procedural Justice (PJ) and Interactional Justice (IJ) on Trust and WOM mediated by Satisfaction Variable at University with Excellent Category