Impact of service recovery on customer loyalty: a study of e-banking in Spain
Publication date
2011-03ISSN
1582-3458
Abstract
The purposes of this study are twofold: (i) to propose and apply a scale to measure service recovery in the electronic banking (e-banking) sector; and (ii) to examine the relationship between service recovery and customer loyalty in the setting of e-banking services. An online questionnaire is used to survey 123 Spanish customers of e-banking services using a modified version of the E-RecS-QUAL scale. The data are analysed by exploratory factor analysis to: (i) test the applicability of the scale to the setting of online bank services: and (ii) generate a model including constructs for e-recovery and e-loyalty. The study reassures online banks that a modified version of the E-RecS-QUAL scale is an appropriate instrument for measuring service recovery. The study also provides empirical evidence that responsiveness to requests and complaints has a positive influence on e-loyalty. The study is the first to provide definitive empirical evidence of the presumed link between the recovery dimensions proposed in the E-RecS-QUAL scale and the construct of e-loyalty
Document Type
Article
Document version
Accepted version
Language
English
Subject (CDU)
33 - Economics. Economic science
Keywords
Comerç electrònic
Electronic commerce
Comercio electrónico
Banca en Internet
Garantia de qualitat
Quality assurance
Aseguramiento de la calidad
Pages
12
Publisher
The Bucharest University of Economic Studies
Collection
12; 1
Is part of
Review of International Comparative Management
Citation
Marimon Viadiu, Frederic; Petnji Yaya, Luc Honore; Casadesús, Martí. «Impact of service recovery on customer loyalty: a study of e-banking in Spain». Review of International Comparative Management, 2011, vol. 12, núm. 1, p. 49-60. Disponible en: <http://www.rmci.ase.ro/>. Fecha de acceso: 25 jun. 2019.
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Rights
http://creativecommons.org/licenses/by-nc-nd/4.0/
Except where otherwise noted, this item's license is described as http://creativecommons.org/licenses/by-nc-nd/4.0/