Abstract This study aims to validate the dimensions of customer engagement and explore the effect of service fairness, customer trust and customer engagement on customer loyalty. The results imply that trust and customer engagement are found to have a direct effect on customer loyalty. In addition, trust was also found to mediate the effect of procedural justice on customer loyalty; and the effect of distributive justice on customer loyalty. It implies that, in order to enhance customer loyalty, business organizations should provide procedural and distributive justice for the customers, and also pay attention to the customer engagement and customer trust.

中文翻译：

---

对客户公平：在印度尼西亚移动电信行业中增强客户参与度和忠诚度的策略

摘要本研究旨在验证客户参与度的维度，并探讨服务公平性，客户信任度和客户参与度对客户忠诚度的影响。结果表明，信任和客户参与对客户忠诚度有直接影响。此外，还发现信任可以调解程序正义对客户忠诚度的影响；分配正义对客户忠诚度的影响。这意味着，为了提高客户忠诚度，业务组织应为客户提供程序和分配上的公正性，并注意客户的参与度和客户信任度。