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Key antecedents influencing customer satisfaction with service recovery: a case of airlines in Malaysia

The purpose of this study is to study the customer satisfaction with service recovery (CSSR) by examining the key antecedent dimensions that able to influence the satisfaction. Quantitative approach questionnaire was used for data collection. A total of 382 questionnaires were gathered from those wh...

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Main Author: Abas, Nurliyana
Format: Conference or Workshop Item
Language:English
Published: 2014
Online Access:http://psasir.upm.edu.my/id/eprint/67081/1/TeSSHI_2014-2.pdf
http://psasir.upm.edu.my/id/eprint/67081/
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spelling my.upm.eprints.670812019-03-06T05:42:23Z http://psasir.upm.edu.my/id/eprint/67081/ Key antecedents influencing customer satisfaction with service recovery: a case of airlines in Malaysia Abas, Nurliyana The purpose of this study is to study the customer satisfaction with service recovery (CSSR) by examining the key antecedent dimensions that able to influence the satisfaction. Quantitative approach questionnaire was used for data collection. A total of 382 questionnaires were gathered from those who had experienced service failures with airlines in Malaysia namely MAS, Air Asia and Firefly. Findings indicate that key antecedents such as perceived justice (distributive, procedural, interactional), service recovery expectation, disconfirmation and empowerment significantly related in influencing CSSR. Empowerment become the most stringent factor that influence CSSR and generally, customer satisfaction level with recovery effort done by airlines in Malaysia is moderate. Furthermore, this study provide the contribution to body of knowledge by testing new dimensions such as service recovery expectation and empowerment in one single model. This study also offers important implications, limitations and further directions for future research. 2014 Conference or Workshop Item PeerReviewed text en http://psasir.upm.edu.my/id/eprint/67081/1/TeSSHI_2014-2.pdf Abas, Nurliyana (2014) Key antecedents influencing customer satisfaction with service recovery: a case of airlines in Malaysia. In: International Conference on Technology, Science, Social Sciences and Humanities (TeSSHI 2014), 5-6 Nov. 2014, One Hotel Helang, Langkawi, Kedah, Malaysia. (pp. 761-806).
institution Universiti Putra Malaysia
building UPM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Putra Malaysia
content_source UPM Institutional Repository
url_provider http://psasir.upm.edu.my/
language English
description The purpose of this study is to study the customer satisfaction with service recovery (CSSR) by examining the key antecedent dimensions that able to influence the satisfaction. Quantitative approach questionnaire was used for data collection. A total of 382 questionnaires were gathered from those who had experienced service failures with airlines in Malaysia namely MAS, Air Asia and Firefly. Findings indicate that key antecedents such as perceived justice (distributive, procedural, interactional), service recovery expectation, disconfirmation and empowerment significantly related in influencing CSSR. Empowerment become the most stringent factor that influence CSSR and generally, customer satisfaction level with recovery effort done by airlines in Malaysia is moderate. Furthermore, this study provide the contribution to body of knowledge by testing new dimensions such as service recovery expectation and empowerment in one single model. This study also offers important implications, limitations and further directions for future research.
format Conference or Workshop Item
author Abas, Nurliyana
spellingShingle Abas, Nurliyana
Key antecedents influencing customer satisfaction with service recovery: a case of airlines in Malaysia
author_facet Abas, Nurliyana
author_sort Abas, Nurliyana
title Key antecedents influencing customer satisfaction with service recovery: a case of airlines in Malaysia
title_short Key antecedents influencing customer satisfaction with service recovery: a case of airlines in Malaysia
title_full Key antecedents influencing customer satisfaction with service recovery: a case of airlines in Malaysia
title_fullStr Key antecedents influencing customer satisfaction with service recovery: a case of airlines in Malaysia
title_full_unstemmed Key antecedents influencing customer satisfaction with service recovery: a case of airlines in Malaysia
title_sort key antecedents influencing customer satisfaction with service recovery: a case of airlines in malaysia
publishDate 2014
url http://psasir.upm.edu.my/id/eprint/67081/1/TeSSHI_2014-2.pdf
http://psasir.upm.edu.my/id/eprint/67081/
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score 13.211869

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