Please use this identifier to cite or link to this item: http://hdl.handle.net/123456789/25711
Title: Effect of Service Recovery towards Customer Satisfaction in Banking Industry
Authors: Mohamad Yazid, M.F.,
Ishak, M.F.,
Rosmawati Che Mat, C.,
Ali, A.M.,
Saidun, Z.
UniKL BiS
Keywords: Banking Industry
Purchase intentions
Relationship quality
Service recovery satisfaction
Issue Date: 2021
Publisher: University of Tehran
Citation: Mohamad Yazid, M., Ishak, M., Che Mat, C., Mohd Ali, A., & Saidun, Z. (2021). Effect of Service Recovery towards Customer Satisfaction in Banking Industry. Journal of Information Technology Management, 13(3), 55-69. doi: 10.22059/jitm.2021.83113
Abstract: The purpose of this paper is to measure the relationship between the functional service recovery and technical service recovery towards customer satisfaction in banking industry. Both functional and technical is equally important in service quality especially in service recovery. The competition among the banking industry especially in major cities in Malaysia is very crucial. The study was conducted in Kuala Lumpur based on the top 10 banks based on the market share. 250 questionnaire distributed but only 212 were usable for the data analysis. The results indicated that both functional and technical service recovery plays important role towards customer satisfaction. Banking services or any financial institution should have focused on both elements in order to provide excellent services that may contribute to customer satisfaction and in the long term lead to customer loyalty.
Description: This article is index by Scopus
URI: http://hdl.handle.net/123456789/25711
ISSN: 20085893
Appears in Collections:Journal Articles

Files in This Item:
File Description SizeFormat 
Effect of Service Recovery towards Customer Satisfaction in Banking Industry.pdf686.54 kBAdobe PDFView/Open


Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.