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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| Format: | Article |
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Athabasca University Press
2020
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| Online Access: | https://library.oum.edu.my/repository/1195/1/4578 http://www.irrodl.org/index.php/irrodl https://library.oum.edu.my/repository/1195/ |
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| author | Mohd Rushidi Mohd Amin, Shishi Kumar Piaralal, Yon Rosli, Baderisang, |
| author_facet | Mohd Rushidi Mohd Amin, Shishi Kumar Piaralal, Yon Rosli, Baderisang, |
| author_sort | Mohd Rushidi Mohd Amin, |
| building | OUM Library |
| collection | Institutional Repository |
| content_provider | Open University Malaysia |
| content_source | OUM Knowledge Repository |
| continent | Asia |
| country | Malaysia |
| 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. (Abstract by authors) |
| format | Article |
| id | my.oum.1195 |
| institution | Open University Malaysia |
| publishDate | 2020 |
| publisher | Athabasca University Press |
| record_format | eprints |
| spelling | my.oum.11952020-09-23T01:56:01Z An Empirical Study on Service Recovery Satisfaction in an Open and Distance Learning Higher Education Institution in Malaysia Mohd Rushidi Mohd Amin, Shishi Kumar Piaralal, Yon Rosli, Baderisang, LC5201 Education extension. Adult education. Continuing education LC5800 Distance education LG Individual institutions (Asia. Africa) 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. (Abstract by authors) Athabasca University Press 2020 Article PeerReviewed text https://library.oum.edu.my/repository/1195/1/4578 http://www.irrodl.org/index.php/irrodl Mohd Rushidi Mohd Amin, and Shishi Kumar Piaralal, and Yon Rosli, and Baderisang, (2020) An Empirical Study on Service Recovery Satisfaction in an Open and Distance Learning Higher Education Institution in Malaysia. The International Review of Research in Open and Distributed Learning (IRRODL), 21 (2). pp. 36-60. ISSN 1492-3831 https://library.oum.edu.my/repository/1195/ |
| spellingShingle | LC5201 Education extension. Adult education. Continuing education LC5800 Distance education LG Individual institutions (Asia. Africa) Mohd Rushidi Mohd Amin, Shishi Kumar Piaralal, Yon Rosli, Baderisang, An Empirical Study on Service Recovery Satisfaction in an Open and Distance Learning Higher Education Institution in Malaysia |
| title | 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_short | An Empirical Study on Service Recovery Satisfaction in an Open and Distance Learning Higher Education Institution in Malaysia |
| title_sort | empirical study on service recovery satisfaction in an open and distance learning higher education institution in malaysia |
| topic | LC5201 Education extension. Adult education. Continuing education LC5800 Distance education LG Individual institutions (Asia. Africa) |
| url | https://library.oum.edu.my/repository/1195/1/4578 http://www.irrodl.org/index.php/irrodl https://library.oum.edu.my/repository/1195/ |
| url_provider | http://library.oum.edu.my/repository/ |