Effect of Service Recovery towards Customer Satisfaction in Banking Industry

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 amo...

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Published in:Journal of Information Technology Management
Main Author: Mohamad Yazid M.F.; Ishak M.F.; Rosmawati Che Mat C.; Ali A.M.; Saidun Z.
Format: Article
Language:English
Published: University of Tehran 2021
Online Access:https://www.scopus.com/inward/record.uri?eid=2-s2.0-85120875365&doi=10.22059%2fJITM.2021.83113&partnerID=40&md5=8e99a4adb8a935a4eb00d3758d9c9f51
id 2-s2.0-85120875365
spelling 2-s2.0-85120875365
Mohamad Yazid M.F.; Ishak M.F.; Rosmawati Che Mat C.; Ali A.M.; Saidun Z.
Effect of Service Recovery towards Customer Satisfaction in Banking Industry
2021
Journal of Information Technology Management
13
3
10.22059/JITM.2021.83113
https://www.scopus.com/inward/record.uri?eid=2-s2.0-85120875365&doi=10.22059%2fJITM.2021.83113&partnerID=40&md5=8e99a4adb8a935a4eb00d3758d9c9f51
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. Copyright © 2021, Mohd Faizun Mohamad Yazid, Mohd Fikri Ishak, Che Rosmawati Che Mat, Aeshah
University of Tehran
20085893
English
Article

author Mohamad Yazid M.F.; Ishak M.F.; Rosmawati Che Mat C.; Ali A.M.; Saidun Z.
spellingShingle Mohamad Yazid M.F.; Ishak M.F.; Rosmawati Che Mat C.; Ali A.M.; Saidun Z.
Effect of Service Recovery towards Customer Satisfaction in Banking Industry
author_facet Mohamad Yazid M.F.; Ishak M.F.; Rosmawati Che Mat C.; Ali A.M.; Saidun Z.
author_sort Mohamad Yazid M.F.; Ishak M.F.; Rosmawati Che Mat C.; Ali A.M.; Saidun Z.
title Effect of Service Recovery towards Customer Satisfaction in Banking Industry
title_short Effect of Service Recovery towards Customer Satisfaction in Banking Industry
title_full Effect of Service Recovery towards Customer Satisfaction in Banking Industry
title_fullStr Effect of Service Recovery towards Customer Satisfaction in Banking Industry
title_full_unstemmed Effect of Service Recovery towards Customer Satisfaction in Banking Industry
title_sort Effect of Service Recovery towards Customer Satisfaction in Banking Industry
publishDate 2021
container_title Journal of Information Technology Management
container_volume 13
container_issue 3
doi_str_mv 10.22059/JITM.2021.83113
url https://www.scopus.com/inward/record.uri?eid=2-s2.0-85120875365&doi=10.22059%2fJITM.2021.83113&partnerID=40&md5=8e99a4adb8a935a4eb00d3758d9c9f51
description 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. Copyright © 2021, Mohd Faizun Mohamad Yazid, Mohd Fikri Ishak, Che Rosmawati Che Mat, Aeshah
publisher University of Tehran
issn 20085893
language English
format Article
accesstype
record_format scopus
collection Scopus
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