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Title:
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Impact of service recovery on customer loyalty: a study of e-banking in Spain
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Author:
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Marimon Viadiu, Frederic; Petnji Yaya, Luc Honore; Casadesús, Martí
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Notes:
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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 |
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Subject(s):
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-Comerç electrònic
-Electronic commerce
-Comercio electrónico
-Banca en Internet
-Garantia de qualitat
-Quality assurance
-Aseguramiento de la calidad
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Rights:
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http://creativecommons.org/licenses/by-nc-nd/4.0/
Attribution-NonCommercial-NoDerivatives 4.0 International
http://creativecommons.org/licenses/by-nc-nd/4.0/ |
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Document type:
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Article
Article - Accepted version |
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Published by:
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The Bucharest University of Economic Studies
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