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Impact of service recovery on customer loyalty: a study of e-banking in Spain
dc.contributor.author | Marimon, Frederic | |
dc.contributor.author | Petnji Yaya, Luc Honore | |
dc.contributor.author | Casadesus, Marti | |
dc.date.accessioned | 2019-06-25T12:34:38Z | |
dc.date.available | 2019-06-25T12:34:38Z | |
dc.date.issued | 2011-03 | |
dc.identifier.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. | ca |
dc.identifier.issn | 1582-3458 | ca |
dc.identifier.uri | http://hdl.handle.net/20.500.12328/1090 | |
dc.description.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 | ca |
dc.format.extent | 12 | ca |
dc.language.iso | eng | ca |
dc.publisher | The Bucharest University of Economic Studies | ca |
dc.relation.ispartof | Review of International Comparative Management | ca |
dc.relation.ispartofseries | 12;1 | |
dc.rights | http://creativecommons.org/licenses/by-nc-nd/4.0/ | ca |
dc.rights | Attribution-NonCommercial-NoDerivatives 4.0 International | * |
dc.rights.uri | http://creativecommons.org/licenses/by-nc-nd/4.0/ | * |
dc.subject.other | Comerç electrònic | ca |
dc.subject.other | Electronic commerce | ca |
dc.subject.other | Comercio electrónico | ca |
dc.subject.other | Banca en Internet | ca |
dc.subject.other | Garantia de qualitat | ca |
dc.subject.other | Quality assurance | ca |
dc.subject.other | Aseguramiento de la calidad | ca |
dc.title | Impact of service recovery on customer loyalty: a study of e-banking in Spain | ca |
dc.type | info:eu-repo/semantics/article | ca |
dc.description.version | info:eu-repo/semantics/acceptedVersion | ca |
dc.embargo.terms | cap | ca |
dc.subject.udc | 33 | ca |