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Effect of Service Recovery towards Customer Satisfaction in Banking Industry

Publish Year: 1400
Type: Journal paper
Language: English
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Document National Code:

JR_JITM-13-3_005

Index date: 14 February 2022

Effect of Service Recovery towards Customer Satisfaction in Banking Industry abstract

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

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Effect of Service Recovery towards Customer Satisfaction in Banking Industry authors

Mohamad Yazid

Senior Lecturer, Business School, University Kuala Lumpur, ۱۰۱۶, Jalan Sultan Ismail, ۵۰۲۵۰ Kuala Lumpur, Malaysia.

Ishak

Senior Lecturer, Faculty of Business and Management, University Teknologi MARA, Puncak Alam, Selangor, Malaysia.

Che Mat

Senior Lecturer, Business School, Universiti Kuala Lumpur, ۱۰۱۶, Jalan Sultan Ismail, ۵۰۲۵۰ Kuala Lumpur, Malaysia.

Mohd Ali

Lecturer, Department of Management Studies, UCSI University, Kuala Lumpur, Malaysia.

Saidun

Senior Lecturer, Universiti Kuala Lumpur, ۱۰۱۶, Jalan Sultan Ismail, ۵۰۲۵۰ Kuala Lumpur, Malaysia.

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Hassan, E. M., & Mahmoud, H. (۲۰۱۹). Full functionality and ...
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