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

View Publication Info
 
 
Field Value
 
Title An Empirical Study on Service Recovery Satisfaction in an Open and Distance Learning Higher Education Institution in Malaysia
 
Creator bin Mohd Amin, Mohd Rushidi
Kumar Piaralal, Shishi
Rosli bin Daud, Yon
bin Mohamed, Baderisang
 
Subject justice dimensions
service recovery satisfaction
university image
behavioural outcomes
open and distance learning
 
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.
 
Publisher Athabasca University Press
 
Date 2020-04-01
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed, double-blind
 
Format text/html
application/epub+zip
application/pdf
 
Identifier http://www.irrodl.org/index.php/irrodl/article/view/4578
10.19173/irrodl.v21i2.4578
 
Source The International Review of Research in Open and Distributed Learning; Vol. 21 No. 2 (2020); 36-60
1492-3831
 
Language eng
 
Relation http://www.irrodl.org/index.php/irrodl/article/view/4578/5308
http://www.irrodl.org/index.php/irrodl/article/view/4578/5318
http://www.irrodl.org/index.php/irrodl/article/view/4578/5319
 
Rights http://creativecommons.org/licenses/by/4.0
 

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