Title: The effects of service recovery on customer satisfaction and customer loyalty in banks

Authors: Bassem E. Maamari; Hummam S.A. Wasfi

Addresses: College of Business Administration, Office S-073, P.O. Box 1664, Al Khobar, 31952, KSA ' MBA Program, School of Business, University of Gävle, 801 76 Gävle, Sweden

Abstract: With the advent of health risks related to gathering of people, banks among other institutions are relying on e-services to reach out to their customers. These services are directly affected by service failure and recovery. This study examines the relationship between effective service recovery, well-established communication structure, customer satisfaction and customer loyalty, in order to provide a better quality service for the millennial customers. Collected data was analysed using the SPSS software. The results show that there is a significant positive relationship between the following attributes: service recovery and customer loyalty, customer satisfaction and positive word-of-mouth, communication and conflict handling on loyalty.

Keywords: conflict handling; service failure; service recovery; communication; banks; customer loyalty; customer satisfaction.

DOI: 10.1504/IJTMKT.2020.114037

International Journal of Technology Marketing, 2020 Vol.14 No.4, pp.403 - 424

Received: 03 Mar 2020
Accepted: 31 Dec 2020
Published online: 07 Apr 2021 *

Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article