The Role of Employee Recovery Performance on Service Recovery Performance and Quality of Service

https://doi.org/10.35912/jakman.v6i3.4121
Published: Jun 4, 2025

Abstract:

Purpose: This study aims to evaluate the influence of employee and service recovery performance on service effectiveness in SAMSAT Semarang City. This study explores the empirical model of employee recovery performance, service recovery performance, and quality of service in Public Service Institutions.
Methodology/approach: This method uses a quantitative approach, with data collected through surveys of employees directly involved in the service.
Results/findings: The results showed that employee recovery performance had a positive effect on service quality, whereas service recovery performance did not impact service quality. The study also found that employee recovery performance serves as a mediator in the relationship between service recovery performance and service quality.
Conclusion: This study aimed to explore the role of service recovery performance and employee performance in enhancing service effectiveness at the SAMSAT office in Semarang City. The results indicate that employee recovery performance has a positive effect on service quality, in line with initial expectations. These findings suggest that improving employee recovery performance can strengthen public perceptions of SAMSAT services.
Limitations: This study focuses on internal factors, such as employee performance and service recovery, but has not extensively examined external influences on service effectiveness.
Contribution: These findings emphasize the importance of training and support for employees in improving customer satisfaction. The results of this study are expected to provide concrete recommendations for service improvement at SAMSAT, as well as open up opportunities for further research on factors that affect the effectiveness of public services.

Keywords:
1. Employee recovery Performance
2. Public Service Institutions
3. Service recovery performance
4. Service effectiveness
5. Quality of service
Authors:
1 . Diovany Tirtana
2 . Sari Rahmadhani
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How to Cite
Tirtana, D., & Rahmadhani, S. (2025). The Role of Employee Recovery Performance on Service Recovery Performance and Quality of Service. Jurnal Akuntansi, Keuangan, Dan Manajemen, 6(3), 555–567. https://doi.org/10.35912/jakman.v6i3.4121
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Vol. 6 No. 3 (2025): Juni
Articles
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References

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    Amoako, G. K., Dzogbenuku, R. K., & Kumi, D. K. (2021). Service recovery and loyalty of Uber sharing economy: The mediating effect of trust. Research in Transportation Business & Management, 41. Https://doi.org/10.1016/j.rtbm.2021.100647

    Babin, B. J., Zhuang, W., & Borges, A. (2021). Managing service recovery experience: Effects of the forgiveness for older consumers. Journal of Retailing and Consumer Services, 58. Https://doi.org/10.1016/j.jretconser.2020.102222

    Berry, L. L. (1995). Relationship Marketing of Services. ournal of the Academy of marketing science, 23, 236-245.

    Berry, L. L., Parasuraman, A., & Zeithaml, V. A. (1988). Service Quality Puzzle. 31(5), 0-43.

    Boshoff, C., & Allen, J. (2000). The influence of selected antecedents on frontline staff’s perceptions of service recovery performance. International Journal of Service Industry Management, 11(1), 63-90. Https://doi.org/10.1108/09564230010310295

    Chin, W. W. (1998). The Partial Least Squares Approach to SEM. In Modern methods for business research (pp. 295-336). Mahwah, Erlbaum.

    Chokpiriyawat, T., & Siriyota, K. (2024). The Impact of Service Recovery Actions and Perceived Justice on Customer Satisfaction: Insights from Thailand's Private Hospitals. International Journal of Analysis and Applications, 22. Https://doi.org/10.28924/2291-8639-22-2024-81

    Cohen, J. (1988). Statistical Power Analysis for the Behavioral Sciences (Vol. 2nd Edition). Routledge.

    Davidow, M. (2003). Organizational Responses to Customer Complaints: What Works and What Doesn’t. Journal of Service Research, 5(3), 225-250. Https://doi.org/10.1177/1094670502238917

    Döring, M. (2020). ‘Explain, but make no excuses’: service recovery after public service failures. Public Management Review, 24(5), 799-817. Https://doi.org/10.1080/14719037.2020.1864013

    Erude, S. U., Igere, W., & Okereka, O. P. (2023). Bureaucratic Features and Job Performance in Nigeria: A Study of Delta State Civil Service. International Journal of Social Sciences and Management Research, 9(5), 88-100. Https://doi.org/10.56201/ijssmr.v9.no5.2023.pg88.100

    Gao, J., Yao, L., Xiao, X., & Li, P. (2022). Recover from failure: Examining the impact of service recovery stages on relationship marketing strategies. Frontiers in Psychology, 13, 852306.

    Hair, J. F., Howard, M. C., & Nitzl, C. (2020). Assessing measurement model quality in PLS-SEM using confirmatory composite analysis. Journal of Business Research, 109, 101-110. Https://doi.org/10.1016/j.jbusres.2019.11.069

    Hair, J. F., Hult, G. T. M., Ringle, C. M., Sarstedt, M., Danks, N. P., & Ray, S. (2021). Partial Least Squares Structural Equation Modeling(PLS-SEM) Using R. Springer.

    Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2-24. Https://doi.org/10.1108/ebr-11-2018-0203

    Hair, J. F. J., Hult., G. T. M., Ringle., C. M., & Sarstedt., M. (2017). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) (2nd ed ed.). SAGE Publications, Inc.

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    Irrawati, M., D, & Mukaramah, M. (2024). Analisis Strategi Pemasaran Untuk Meningkatkan Enquiry Penjualan Ekspor Petikemas di PT. Samudera Indonesia. Studi Akuntansi, Keuangan dan Manajemen, 3(2), 95-105. Https://doi.org/10.35912/sakman.v3i2.2761

    Kamath, P. R., Pai, Y. P., & Prabhu, N. K. P. (2020). Determinants of recovery satisfaction and service loyalty: the differing effects of service recovery system and service recovery performance. Journal of Service Theory and Practice, 30(6), 643-679. Https://doi.org/10.1108/jstp-12-2019-0251

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    Kurniawati, N., S, E, & Artaningrum, R., G. (2024). Penerapan Strategi Pemasaran untuk Meningkatkan Penjualan Mobil Bekas di Heaven Motor. Studi Akuntansi, Keuangan dan Manajemen, 4(1), 69-79. Https://doi.org/10.35912/sakman.v4i1.3166

    Liua, J., Shahabb, Y., & Hoquec, H. (2022). Government Response Measures and Public Trust During the COVID19 Pandemic Evidence From Around The World. British Journal of Management, 33(2), 571-602. Https://doi.org/10.1111/1467-8551.12577

    Maulana, M. M., Suroso, A. I., Nurhadryani, Y., & Seminar, K. B. (2024). Smart Governance Tool's Design to Monitor the Commitments of BioBusiness Licensing in Indonesia. Preprints.org (www.preprints.org) Https://doi.org/10.20944/preprints202407.0802.v1

    Meuleman, L. (2021). Public Administration and Governance for the SDGs: Navigating between Change and Stability. Sustainability, 13(11). Https://doi.org/10.3390/su13115914

    Mir, M., Ashraf, R., Syed, T. A., Ali, S., & Nawaz, R. (2023). Mapping the service recovery research landscape: A bibliometric?based systematic review. Psychology & Marketing, 40(10), 2060-2087. Https://doi.org/10.1002/mar.21864

    Mukaramah, M., & Sholahuddin, M. (2025). Pengaruh Religiusitas dan Kualitas Pelayanan Islami terhadap Loyalitas Karyawan dengan Kepuasan Kerja sebagai Variabel Mediasi pada Perguruan Tinggi Swasta di Jawa Tengah. Studi Akuntansi, Keuangan, dan Manajemen, 4(2), 317-336. Https://doi.org/10.35912/sakman.v4i2.3868

    Mustahidda, R., Sugiharti, S., & Ihsan, M. (2025). Analisis Prospektif Desa Patutrejo Berbasis Blue Economy Development. Studi Akuntansi, Keuangan, dan Manajemen, , 4(2), 443-456. Https://doi.org/10.35912/sakman.v4i2.3907

    Nuraini, I., Muzakir, M., Ponirin, P., & Buntuang, P., C, D. (2024). Pengaruh Green Marketing dan Citra Merek terhadap Pembelian Ulang melalui Kepuasan Konsumen sebagai Variabel Intervening pada Produk Torufarm Palu. Studi Akuntansi, Keuangan, dan Manajemen, 4(2), 415-429. Https://doi.org/10.35912/sakman.v4i2.3969

    Rahmadhani, S., Taswan, T., Bhandari, R., Rusli, M. S. C., Astillero, M. R., Irawan, N., & Miftakhurniyati, M. (2023). Analysis of Factors Affecting the Level of Cash Holdings on Non-Financial Companies. Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE), 6(3), 3527-3543. Https://doi.org/10.31538/iijse.v6i3.5527

    Rao, A. S., Pai, P. Y., & Sethumadhavan, L. (2023). Linkages between service recovery system and customer justice perceptions: A multi-level model of employee service recovery performance. F1000Res, 12, 947. Https://doi.org/10.12688/f1000research.135103.2

    Reho, A. B., & Rahmadhani, S. (2024). The Role of Internet Financial Reporting Elements In Mediating Systematic Risk And Debt Policy As An Effort To Increase Firm Value. Ekombis Review: Jurnal Ilmiah Ekonomi Dan Bisnis, 12(3), 2861-2874. Https://doi.org/10.37676/ekombis.v12i3

    Shams, G., Rather, R., Abdur Rehman, M., & Lodhi, R. N. (2020). Hospitality-based service recovery, outcome favourability, satisfaction with service recovery and consequent customer loyalty: an empirical analysis. International Journal of Culture, Tourism and Hospitality Research, 15(2), 266-284. Https://doi.org/10.1108/ijcthr-04-2020-0079

    Siyum, B. A. (2024). Service quality gap in Ethiopia: expected and perceived services in the public sector. Cogent Social Sciences, 10(1). Https://doi.org/10.1080/23311886.2024.2359269

    Sugiharti, Kiswoyo, Abdullah, Sumiati, T., & Dwi, H. W. (2024). HR Practices Addressing Mental Health Challenges Among GEN Z ICOBUSS: 4th International Conference on Business and Social Sciences Surabaya, Indonesia.

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    Varadarajan, R. (2020). Customer information resources advantage, marketing strategy and business performance: A market resources based view. Industrial Marketing Management, 89, 89-97. Https://doi.org/10.1016/j.indmarman.2020.03.003

    Wu, T. J., Li, J. M., Wang, Y. S., & Zhang, R. X. (2023). The dualistic model of passion and the service quality of five-star hotel employees during the COVID-19 pandemic. Int J Hosp Manag, 113, 103519. Https://doi.org/10.1016/j.ijhm.2023.103519

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  2. Amoako, G. K., Dzogbenuku, R. K., & Kumi, D. K. (2021). Service recovery and loyalty of Uber sharing economy: The mediating effect of trust. Research in Transportation Business & Management, 41. Https://doi.org/10.1016/j.rtbm.2021.100647
  3. Babin, B. J., Zhuang, W., & Borges, A. (2021). Managing service recovery experience: Effects of the forgiveness for older consumers. Journal of Retailing and Consumer Services, 58. Https://doi.org/10.1016/j.jretconser.2020.102222
  4. Berry, L. L. (1995). Relationship Marketing of Services. ournal of the Academy of marketing science, 23, 236-245.
  5. Berry, L. L., Parasuraman, A., & Zeithaml, V. A. (1988). Service Quality Puzzle. 31(5), 0-43.
  6. Boshoff, C., & Allen, J. (2000). The influence of selected antecedents on frontline staff’s perceptions of service recovery performance. International Journal of Service Industry Management, 11(1), 63-90. Https://doi.org/10.1108/09564230010310295
  7. Chin, W. W. (1998). The Partial Least Squares Approach to SEM. In Modern methods for business research (pp. 295-336). Mahwah, Erlbaum.
  8. Chokpiriyawat, T., & Siriyota, K. (2024). The Impact of Service Recovery Actions and Perceived Justice on Customer Satisfaction: Insights from Thailand's Private Hospitals. International Journal of Analysis and Applications, 22. Https://doi.org/10.28924/2291-8639-22-2024-81
  9. Cohen, J. (1988). Statistical Power Analysis for the Behavioral Sciences (Vol. 2nd Edition). Routledge.
  10. Davidow, M. (2003). Organizational Responses to Customer Complaints: What Works and What Doesn’t. Journal of Service Research, 5(3), 225-250. Https://doi.org/10.1177/1094670502238917
  11. Döring, M. (2020). ‘Explain, but make no excuses’: service recovery after public service failures. Public Management Review, 24(5), 799-817. Https://doi.org/10.1080/14719037.2020.1864013
  12. Erude, S. U., Igere, W., & Okereka, O. P. (2023). Bureaucratic Features and Job Performance in Nigeria: A Study of Delta State Civil Service. International Journal of Social Sciences and Management Research, 9(5), 88-100. Https://doi.org/10.56201/ijssmr.v9.no5.2023.pg88.100
  13. Gao, J., Yao, L., Xiao, X., & Li, P. (2022). Recover from failure: Examining the impact of service recovery stages on relationship marketing strategies. Frontiers in Psychology, 13, 852306.
  14. Hair, J. F., Howard, M. C., & Nitzl, C. (2020). Assessing measurement model quality in PLS-SEM using confirmatory composite analysis. Journal of Business Research, 109, 101-110. Https://doi.org/10.1016/j.jbusres.2019.11.069
  15. Hair, J. F., Hult, G. T. M., Ringle, C. M., Sarstedt, M., Danks, N. P., & Ray, S. (2021). Partial Least Squares Structural Equation Modeling(PLS-SEM) Using R. Springer.
  16. Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2-24. Https://doi.org/10.1108/ebr-11-2018-0203
  17. Hair, J. F. J., Hult., G. T. M., Ringle., C. M., & Sarstedt., M. (2017). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) (2nd ed ed.). SAGE Publications, Inc.
  18. Henseler, J., Ringle, C. M., & Sinkovics, R. R. (2009). The use of partial least squares path modeling in international marketing. In New Challenges to International Marketing (pp. 277-319). Https://doi.org/10.1108/s1474-7979(2009)0000020014
  19. Irrawati, M., D, & Mukaramah, M. (2024). Analisis Strategi Pemasaran Untuk Meningkatkan Enquiry Penjualan Ekspor Petikemas di PT. Samudera Indonesia. Studi Akuntansi, Keuangan dan Manajemen, 3(2), 95-105. Https://doi.org/10.35912/sakman.v3i2.2761
  20. Kamath, P. R., Pai, Y. P., & Prabhu, N. K. P. (2020). Determinants of recovery satisfaction and service loyalty: the differing effects of service recovery system and service recovery performance. Journal of Service Theory and Practice, 30(6), 643-679. Https://doi.org/10.1108/jstp-12-2019-0251
  21. Kumar, J., CPJ, M., Gupta, A., Rashid, C., & Shyam, H. S. (2020). Evidence From Indian Public Banks: Impact of Services Quality in E_Banking. Academy of Marketing Studies Journal, 24(1), 1-20.
  22. Kurniawati, N., S, E, & Artaningrum, R., G. (2024). Penerapan Strategi Pemasaran untuk Meningkatkan Penjualan Mobil Bekas di Heaven Motor. Studi Akuntansi, Keuangan dan Manajemen, 4(1), 69-79. Https://doi.org/10.35912/sakman.v4i1.3166
  23. Liua, J., Shahabb, Y., & Hoquec, H. (2022). Government Response Measures and Public Trust During the COVID19 Pandemic Evidence From Around The World. British Journal of Management, 33(2), 571-602. Https://doi.org/10.1111/1467-8551.12577
  24. Maulana, M. M., Suroso, A. I., Nurhadryani, Y., & Seminar, K. B. (2024). Smart Governance Tool's Design to Monitor the Commitments of BioBusiness Licensing in Indonesia. Preprints.org (www.preprints.org) Https://doi.org/10.20944/preprints202407.0802.v1
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  27. Mukaramah, M., & Sholahuddin, M. (2025). Pengaruh Religiusitas dan Kualitas Pelayanan Islami terhadap Loyalitas Karyawan dengan Kepuasan Kerja sebagai Variabel Mediasi pada Perguruan Tinggi Swasta di Jawa Tengah. Studi Akuntansi, Keuangan, dan Manajemen, 4(2), 317-336. Https://doi.org/10.35912/sakman.v4i2.3868
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  29. Nuraini, I., Muzakir, M., Ponirin, P., & Buntuang, P., C, D. (2024). Pengaruh Green Marketing dan Citra Merek terhadap Pembelian Ulang melalui Kepuasan Konsumen sebagai Variabel Intervening pada Produk Torufarm Palu. Studi Akuntansi, Keuangan, dan Manajemen, 4(2), 415-429. Https://doi.org/10.35912/sakman.v4i2.3969
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  32. Reho, A. B., & Rahmadhani, S. (2024). The Role of Internet Financial Reporting Elements In Mediating Systematic Risk And Debt Policy As An Effort To Increase Firm Value. Ekombis Review: Jurnal Ilmiah Ekonomi Dan Bisnis, 12(3), 2861-2874. Https://doi.org/10.37676/ekombis.v12i3
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  34. Siyum, B. A. (2024). Service quality gap in Ethiopia: expected and perceived services in the public sector. Cogent Social Sciences, 10(1). Https://doi.org/10.1080/23311886.2024.2359269
  35. Sugiharti, Kiswoyo, Abdullah, Sumiati, T., & Dwi, H. W. (2024). HR Practices Addressing Mental Health Challenges Among GEN Z ICOBUSS: 4th International Conference on Business and Social Sciences Surabaya, Indonesia.
  36. Tax, S. S., & Brown, S. W. (1998). Recovering and Learning From Service Failure. MIT Sloan Management Review.
  37. Varadarajan, R. (2020). Customer information resources advantage, marketing strategy and business performance: A market resources based view. Industrial Marketing Management, 89, 89-97. Https://doi.org/10.1016/j.indmarman.2020.03.003
  38. Wu, T. J., Li, J. M., Wang, Y. S., & Zhang, R. X. (2023). The dualistic model of passion and the service quality of five-star hotel employees during the COVID-19 pandemic. Int J Hosp Manag, 113, 103519. Https://doi.org/10.1016/j.ijhm.2023.103519