Can Justice in Public Services Affect Complaints and Behavioral Intentions?
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Abstrak
Research in marketing that positions justice as an antecedent variable remains relatively limited, especially in the context of public services. Yet, users of public services possess unique characteristics—they play a dual role as citizens bound by law and as consumers expecting optimal service. Therefore, research with this theme and subject remains relevant and interesting to explore. This study involved residents throughout the City of Yogyakarta, with a total of 183 respondents selected using the convenience sampling method. After validity and reliability testing, the analysis results showed that service justice has an influence as an antecedent variable on behavioral intention, both directly and through a mediating variable. In this case, complaint proved to function as a mediator that strengthens the influence of service justice on behavioral intention. However, for future research improvements, it is necessary to add more detailed indicators for the dimensions of justice, or even separate the justice dimensions into new variables, to better clarify the role of each dimension.
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