Title:
|
Impact of service recovery on customer loyalty: a study of e-banking in Spain
|
Author:
|
Marimon Viadiu, Frederic; Petnji Yaya, Luc Honore; Casadesús, Martí
|
Notes:
|
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 |
Subject(s):
|
-Comerç electrònic -Electronic commerce -Comercio electrónico -Banca en Internet -Garantia de qualitat -Quality assurance -Aseguramiento de la calidad -33 |
Rights:
|
http://creativecommons.org/licenses/by-nc-nd/4.0/
Attribution-NonCommercial-NoDerivatives 4.0 International
http://creativecommons.org/licenses/by-nc-nd/4.0/ |
Document type:
|
Article Article - Accepted version |
Published by:
|
The Bucharest University of Economic Studies
|
Share:
|
|