ANALYSIS EFFECT OF SERVICE RECOVERY ON CUSTOMER LOYALTY WITH SATISFACTION AND WOM (WORD OF MOUTH) AS MEDIATION VARIABLES AT FOUR-STAR HOTELS IN BATAM CITY

The purpose of this study was to analyze the effect service recovery variables consisting distributive justice, procedural justice and interactional on customer loyalty with satisfaction WOM as a mediating variable in star hotels Batam city. sample research is local tourists who have stayed at four-star City. results indicate importance provider find out what consumers want by paying attention constructive criticism order improve services that were previously not adequate. If feels provided appropriate satisfied it, then often returns status loyal visitor recommends it others.