An Empirical Study on Service Recovery Satisfaction in an Open and Distance Learning Higher Education Institution in Malaysia

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

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Abstract

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)

Item Type: Article
Additional Information: Available in Open Access Journal The International Review of Research in Open and Distributed Learning (IRRODL) at http://www.irrodl.org/index.php/irrodl/article/view/4578
Uncontrolled Keywords: justice dimensions, service recovery satisfaction, university image, behavioural outcomes, open and distance learning
Subjects: L Education > LC Special aspects of education > LC5201 Education extension. Adult education. Continuing education
L Education > LC Special aspects of education > LC5800 Distance education
L Education > LG Individual institutions (Asia. Africa)
Divisions: Cluster of Business & Management
Depositing User: Shahril Effendi Ibrahim
Date Deposited: 15 Apr 2020 07:28
Last Modified: 23 Sep 2020 01:56
URI: http://library.oum.edu.my/repository/id/eprint/1195

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