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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Autores principales:	Mohd Rushidi bin Mohd Amin, Shishi Kumar Piaralal, Yon Rosli bin Daud, Baderisang bin Mohamed
Formato:	article
Lenguaje:	EN
Publicado:	Athabasca University Press 2020
Materias:	justice dimensions service recovery satisfaction university image behavioural outcomes open and distance learning Special aspects of education LC8-6691
Acceso en línea:	https://doaj.org/article/c01046b16ddd47ae9fc66669e6d35bd7
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spelling	oai:doaj.org-article:c01046b16ddd47ae9fc66669e6d35bd72021-12-02T19:20:52ZAn Empirical Study on Service Recovery Satisfaction in an Open and Distance Learning Higher Education Institution in Malaysia10.19173/irrodl.v21i2.45781492-3831https://doaj.org/article/c01046b16ddd47ae9fc66669e6d35bd72020-04-01T00:00:00Zhttp://www.irrodl.org/index.php/irrodl/article/view/4578https://doaj.org/toc/1492-3831This 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. Mohd Rushidi bin Mohd AminShishi Kumar PiaralalYon Rosli bin DaudBaderisang bin MohamedAthabasca University Pressarticlejustice dimensionsservice recovery satisfactionuniversity imagebehavioural outcomesopen and distance learningSpecial aspects of educationLC8-6691ENInternational Review of Research in Open and Distributed Learning, Vol 21, Iss 2 (2020)
institution	DOAJ
collection	DOAJ
language	EN
topic	justice dimensions service recovery satisfaction university image behavioural outcomes open and distance learning Special aspects of education LC8-6691
spellingShingle	justice dimensions service recovery satisfaction university image behavioural outcomes open and distance learning Special aspects of education LC8-6691 Mohd Rushidi bin Mohd Amin Shishi Kumar Piaralal Yon Rosli bin Daud Baderisang bin Mohamed An Empirical Study on Service Recovery Satisfaction in an Open and Distance Learning Higher Education Institution in 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.
format	article
author	Mohd Rushidi bin Mohd Amin Shishi Kumar Piaralal Yon Rosli bin Daud Baderisang bin Mohamed
author_facet	Mohd Rushidi bin Mohd Amin Shishi Kumar Piaralal Yon Rosli bin Daud Baderisang bin Mohamed
author_sort	Mohd Rushidi bin Mohd Amin
title	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_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_sort	empirical study on service recovery satisfaction in an open and distance learning higher education institution in malaysia
publisher	Athabasca University Press
publishDate	2020
url	https://doaj.org/article/c01046b16ddd47ae9fc66669e6d35bd7
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An Empirical Study on Service Recovery Satisfaction in an Open and Distance Learning Higher Education Institution in Malaysia

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