 Service recovery: the moderating role of customer loyalty in the context of Moroccan retail bankingFatima Zahra Bendriouch, Sara Dassouli, Harit Satt, Mohammed Amine Almechatt and Sara Katona International Journal of Logistics Economics and Globalisation, 2023, vol. 10, issue 3, 209-236 Abstract: To study the impact that each of service quality and service recovery have on both customer satisfaction and customer loyalty in the retail banking system of a developing country. Research on the impact of service recovery on customer loyalty exists within customer recovery literature. In banking, we found no specific research addressing the function of service recovery as a moderator of the relationship between service quality and customer satisfaction, on the one hand and customer loyalty on the other. The validity of our measurement and structural model is confirmed by the findings of our statistical analyses. Our findings suggest that there is a significant link between service quality, customer satisfaction, and customer loyalty. Bank managers should be aware that they need to invest greatly in the recovery service procedures in order to increase customer loyalty and satisfaction despite the customer experiencing a service default. Keywords: service recovery; service quality; customer satisfaction; customer loyalty; moderating role; retail banking. (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:ids:injleg:v:10:y:2023:i:3:p:209-236 Access Statistics for this article More articles in International Journal of Logistics Economics and Globalisation from Inderscience Enterprises Ltd |
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