Impact of Service Recovery on Customer Loyalty: A Study of E-Banking in Spain
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...
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| Format: | Article |
| Language: | English |
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Editura ASE
2011-03-01
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| Series: | Revista de Management Comparat International |
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| Online Access: | https://www.rmci.ase.ro/no12vol1/04.pdf |
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| _version_ | 1846138048528515072 |
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| author | Frederic MARIMON Luc Honore Petnji YAYA Marti CASADESUS |
| author_facet | Frederic MARIMON Luc Honore Petnji YAYA Marti CASADESUS |
| author_sort | Frederic MARIMON |
| collection | DOAJ |
| description | 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. |
| format | Article |
| id | doaj-art-b19d6f97f39a49289a2620b8ad986e20 |
| institution | Kabale University |
| issn | 1582-3458 2601-0968 |
| language | English |
| publishDate | 2011-03-01 |
| publisher | Editura ASE |
| record_format | Article |
| series | Revista de Management Comparat International |
| spelling | doaj-art-b19d6f97f39a49289a2620b8ad986e202024-12-07T14:18:05ZengEditura ASERevista de Management Comparat International1582-34582601-09682011-03-011214960Impact of Service Recovery on Customer Loyalty: A Study of E-Banking in Spain Frederic MARIMON 0Luc Honore Petnji YAYA 1Marti CASADESUS 2Universitat Internacional de Catalunya, Spain University of Girona, Spain University of Girona, Spain 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. https://www.rmci.ase.ro/no12vol1/04.pdfrecoveryelectronic commerceelectronic service qualitye-recsqual |
| spellingShingle | Frederic MARIMON Luc Honore Petnji YAYA Marti CASADESUS Impact of Service Recovery on Customer Loyalty: A Study of E-Banking in Spain Revista de Management Comparat International recovery electronic commerce electronic service quality e-recsqual |
| title | Impact of Service Recovery on Customer Loyalty: A Study of E-Banking in Spain |
| title_full | Impact of Service Recovery on Customer Loyalty: A Study of E-Banking in Spain |
| title_fullStr | Impact of Service Recovery on Customer Loyalty: A Study of E-Banking in Spain |
| title_full_unstemmed | Impact of Service Recovery on Customer Loyalty: A Study of E-Banking in Spain |
| title_short | Impact of Service Recovery on Customer Loyalty: A Study of E-Banking in Spain |
| title_sort | impact of service recovery on customer loyalty a study of e banking in spain |
| topic | recovery electronic commerce electronic service quality e-recsqual |
| url | https://www.rmci.ase.ro/no12vol1/04.pdf |
| work_keys_str_mv | AT fredericmarimon impactofservicerecoveryoncustomerloyaltyastudyofebankinginspain AT luchonorepetnjiyaya impactofservicerecoveryoncustomerloyaltyastudyofebankinginspain AT marticasadesus impactofservicerecoveryoncustomerloyaltyastudyofebankinginspain |