This study was focused on the effectiveness of service recovery in the public hospital Melaka with using the procedural justice elements as the independent variables. The service recovery are important method in order to make sure the service provider can carter with customer’s need and also maintain the relationship. This is because the existing research shows that the service recovery play important role toward the effectiveness of the service recovery at the public hospital Melaka due of the higher number complaints that have been made by the customers on their failure services. This study also using the stratified sampling technique in distributed the questionnaire which the sample size for this study is 302 respondents in hospital Melaka. To test the hypothesis proposed, a survey was carried out from the customer’s perspective. The findings reveal that process control, decision control, flexibility and neutrality have a significant relationship toward the effectiveness of the service recovery in the public hospital Melaka through the multiple regression analysis. The result suggested that the Ministry of Health play important role by identify the root causes problem of this public hospital Melaka about their services and solve it with suitable method. From that, the public hospital can provide better services toward the public peoples especially the elder group due of the action taken by Health Ministry like providing financial assistance in order to improve their facilities at the public hospital Melaka.
