Mohamad Yazid, Mohd Farid, Ishak, Mohd Fikri, Che Mat, Che Rosmawati, Mohd Ali, Aeshah, Saidun, Zulkifli. (1400). Effect of Service Recovery towards Customer Satisfaction in Banking Industry. , 13(3), 55-69. doi: 10.22059/jitm.2021.83113
Mohd Farid Mohamad Yazid; Mohd Fikri Ishak; Che Rosmawati Che Mat; Aeshah Mohd Ali; Zulkifli Saidun. "Effect of Service Recovery towards Customer Satisfaction in Banking Industry". , 13, 3, 1400, 55-69. doi: 10.22059/jitm.2021.83113
Mohamad Yazid, Mohd Farid, Ishak, Mohd Fikri, Che Mat, Che Rosmawati, Mohd Ali, Aeshah, Saidun, Zulkifli. (1400). 'Effect of Service Recovery towards Customer Satisfaction in Banking Industry', , 13(3), pp. 55-69. doi: 10.22059/jitm.2021.83113
Mohamad Yazid, Mohd Farid, Ishak, Mohd Fikri, Che Mat, Che Rosmawati, Mohd Ali, Aeshah, Saidun, Zulkifli. Effect of Service Recovery towards Customer Satisfaction in Banking Industry. , 1400; 13(3): 55-69. doi: 10.22059/jitm.2021.83113

Effect of Service Recovery towards Customer Satisfaction in Banking Industry

Journal of Information Technology Management
دوره 13، شماره 3، 2021، صفحه 55-69    اصل مقاله (686.54 K)
نوع مقاله: Research Paper
شناسه دیجیتال (DOI): 10.22059/jitm.2021.83113
نویسندگان
Mohd Farid Mohamad Yazid* 1؛ Mohd Fikri Ishak2؛ Che Rosmawati Che Mat3؛ Aeshah Mohd Ali4؛ Zulkifli Saidun5
1Senior Lecturer, Business School, University Kuala Lumpur, 1016, Jalan Sultan Ismail, 50250 Kuala Lumpur, Malaysia.
2Senior Lecturer, Faculty of Business and Management, University Teknologi MARA, Puncak Alam, Selangor, Malaysia.
3Senior Lecturer, Business School, Universiti Kuala Lumpur, 1016, Jalan Sultan Ismail, 50250 Kuala Lumpur, Malaysia.
4Lecturer, Department of Management Studies, UCSI University, Kuala Lumpur, Malaysia.
5Senior Lecturer, Universiti Kuala Lumpur, 1016, Jalan Sultan Ismail, 50250 Kuala Lumpur, Malaysia.
چکیده
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
کلیدواژه‌ها
Purchase intentions؛ Relationship quality؛ Service recovery satisfaction؛ Banking Industry
مراجع
آمار
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