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

Frederic Marimon (), Luc Honore Petnji Yaya and Marti Casadesus
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Frederic Marimon: Universitat Internacional de Catalunya, Spain
Luc Honore Petnji Yaya: University of Girona, Spain
Marti Casadesus: University of Girona, Spain

REVISTA DE MANAGEMENT COMPARAT INTERNATIONAL/REVIEW OF INTERNATIONAL COMPARATIVE MANAGEMENT, 2011, vol. 12, issue 1, 49-60

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.

Keywords: recovery; electronic commerce; electronic service quality; E-RecS-QUAL. (search for similar items in EconPapers)
JEL-codes: G29 (search for similar items in EconPapers)
Date: 2011
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Persistent link: https://EconPapers.repec.org/RePEc:rom:rmcimn:v:12:y:2011:i:1:p:49-60

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