An empirical study on service recovery satisfaction in an open and distance learning higher education institution in Malaysia

This study investigated the relationships among justice dimensions (distributive, procedural, interpersonal, and informational), university image, service recovery satisfaction, and customer behavioural outcomes (trust, word of mouth, repurchase intention, and loyalty). This study adopted a cross-se...

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Published in:International Review of Research in Open and Distributed Learning
Main Author: Amin M.R.B.M.; Piaralal S.K.; bin Daud Y.R.; Mohamed B.B.
Format: Article
Language:English
Published: 2020
Online Access:https://www.scopus.com/inward/record.uri?eid=2-s2.0-85083515585&doi=10.19173%2firrodl.v21i2.4578&partnerID=40&md5=41200f49058f56689c741ccf8d8a2d40
id 2-s2.0-85083515585
spelling 2-s2.0-85083515585
Amin M.R.B.M.; Piaralal S.K.; bin Daud Y.R.; Mohamed B.B.
An empirical study on service recovery satisfaction in an open and distance learning higher education institution in Malaysia
2020
International Review of Research in Open and Distributed Learning
21
2
10.19173/irrodl.v21i2.4578
https://www.scopus.com/inward/record.uri?eid=2-s2.0-85083515585&doi=10.19173%2firrodl.v21i2.4578&partnerID=40&md5=41200f49058f56689c741ccf8d8a2d40
This study investigated the relationships among justice dimensions (distributive, procedural, interpersonal, and informational), university image, service recovery satisfaction, and customer behavioural outcomes (trust, word of mouth, repurchase intention, and loyalty). This study adopted a cross-sectional survey approach and data were collected through a survey of 303 students of Open University Malaysia in Malaysia who experienced service failure and service recovery. The framework was tested via partial least square structural equation modelling, and the results revealed a significant relationship between justice dimensions and service recovery satisfaction in terms of procedural and interpersonal justice. Service recovery satisfaction had a significant effect on all customer behavioural outcomes investigated. University image did not have a moderating effect on the relationship between justice dimensions and service recovery satisfaction. Theoretical and practical implications of the study are discussed in this paper. © 2020, Athabasca University.

14923831
English
Article
All Open Access; Gold Open Access
author Amin M.R.B.M.; Piaralal S.K.; bin Daud Y.R.; Mohamed B.B.
spellingShingle Amin M.R.B.M.; Piaralal S.K.; bin Daud Y.R.; Mohamed B.B.
An empirical study on service recovery satisfaction in an open and distance learning higher education institution in Malaysia
author_facet Amin M.R.B.M.; Piaralal S.K.; bin Daud Y.R.; Mohamed B.B.
author_sort Amin M.R.B.M.; Piaralal S.K.; bin Daud Y.R.; Mohamed B.B.
title An empirical study on service recovery satisfaction in an open and distance learning higher education institution in Malaysia
title_short An empirical study on service recovery satisfaction in an open and distance learning higher education institution in Malaysia
title_full An empirical study on service recovery satisfaction in an open and distance learning higher education institution in Malaysia
title_fullStr An empirical study on service recovery satisfaction in an open and distance learning higher education institution in Malaysia
title_full_unstemmed An empirical study on service recovery satisfaction in an open and distance learning higher education institution in Malaysia
title_sort An empirical study on service recovery satisfaction in an open and distance learning higher education institution in Malaysia
publishDate 2020
container_title International Review of Research in Open and Distributed Learning
container_volume 21
container_issue 2
doi_str_mv 10.19173/irrodl.v21i2.4578
url https://www.scopus.com/inward/record.uri?eid=2-s2.0-85083515585&doi=10.19173%2firrodl.v21i2.4578&partnerID=40&md5=41200f49058f56689c741ccf8d8a2d40
description This study investigated the relationships among justice dimensions (distributive, procedural, interpersonal, and informational), university image, service recovery satisfaction, and customer behavioural outcomes (trust, word of mouth, repurchase intention, and loyalty). This study adopted a cross-sectional survey approach and data were collected through a survey of 303 students of Open University Malaysia in Malaysia who experienced service failure and service recovery. The framework was tested via partial least square structural equation modelling, and the results revealed a significant relationship between justice dimensions and service recovery satisfaction in terms of procedural and interpersonal justice. Service recovery satisfaction had a significant effect on all customer behavioural outcomes investigated. University image did not have a moderating effect on the relationship between justice dimensions and service recovery satisfaction. Theoretical and practical implications of the study are discussed in this paper. © 2020, Athabasca University.
publisher
issn 14923831
language English
format Article
accesstype All Open Access; Gold Open Access
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