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Impact of Service Recovery on Customer Loyalty: A Study of E-Banking in Spain

Author

Listed:
  • Frederic MARIMON

    (Universitat Internacional de Catalunya, Spain)

  • Luc Honore Petnji YAYA

    (University of Girona, Spain)

  • Marti CASADESUS

    (University of Girona, Spain)

Abstract

The purposes of this study are twofold: (i) to propose and apply a scale to measure service recovery in the electronic banking (e-banking) sector; and (ii) to examine the relationship between service recovery and customer loyalty in the setting of e-banking services. An online questionnaire is used to survey 123 Spanish customers of e-banking services using a modified version of the E-RecS-QUAL scale. The data are analysed by exploratory factor analysis to: (i) test the applicability of the scale to the setting of online bank services: and (ii) generate a model including constructs for e-recovery and e-loyalty. The study reassures online banks that a modified version of the E-RecS-QUAL scale is an appropriate instrument for measuring service recovery. The study also provides empirical evidence that responsiveness to requests and complaints has a positive influence on e-loyalty. The study is the first to provide definitive empirical evidence of the presumed link between the recovery dimensions proposed in the E-RecS-QUAL scale and the construct of e-loyalty.

Suggested Citation

  • Frederic MARIMON & Luc Honore Petnji YAYA & Marti CASADESUS, 2011. "Impact of Service Recovery on Customer Loyalty: A Study of E-Banking in Spain," REVISTA DE MANAGEMENT COMPARAT INTERNATIONAL/REVIEW OF INTERNATIONAL COMPARATIVE MANAGEMENT, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 12(1), pages 49-60, March.
    • Handle: RePEc:rom:rmcimn:v:12:y:2011:i:1:p:49-60
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    References listed on IDEAS

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    1. Prem Shamdasani & Avinandan Mukherjee & Neeru Malhotra, 2008. "Antecedents and consequences of service quality in consumer evaluation of self-service internet technologies," The Service Industries Journal, Taylor & Francis Journals, vol. 28(1), pages 117-138, January.
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    More about this item

    Keywords

    recovery; electronic commerce; electronic service quality; E-RecS-QUAL.;
    All these keywords.

    JEL classification:

    • G29 - Financial Economics - - Financial Institutions and Services - - - Other

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