Procedural fairness pertains to a customer's perception of the benefits he or she received compared with the costs (inconvenience or loss).

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Procedural fairness pertains to a customer's perception of how they were treated in the process of receiving benefits or incurring costs, such as whether the procedures were transparent, unbiased, and consistent. It is not about the actual benefits received compared to the costs.

Procedural Fairness Pertains to a Customer's Perception of the Benefits