Analysis of Relationship between Service Recovery and Customer Satisfaction Based on Structure Equation

Abstract:

Retail Enterprises have to face thousands of customers with different requirements constantly. Therefore, no matter how hard retail enterprises try, service failure is inevitable at all time. When failures have occurred, service recovery is an important measure for retail enterprises to improve their relationship with customers and enhance customer satisfaction. 220 questionnaires have been done to collect data and information. Make analysis of them with structure equation modeling and find out that (1) Material recovery and customer loyalty-oriented recovery have positive effect on customer relationship, and thus have positive effect on customer satisfaction; (2) Emotion recovery and customer loyalty-oriented recovery can affect customer satisfaction directly and positively; (3) customer relationship has positive effect on customer satisfaction.

• Periodical: Advanced Materials Research (Volumes 433-440)
• Pages: 2356-2360
• DOI: https://doi.org/10.4028/www.scientific.net/AMR.433-440.2356
• Online since: January 2012
• Authors: Qing Wen Li
• Keywords: Customer Satisfaction, Retail Enterprise, Service Recovery

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