Diagnosing the impact of retail bank customers’ perceived justice on their service recovery satisfaction and post-purchase behaviours: an empirical study in financial centre of middle east
Journal Title: Economic Research-Ekonomska Istraživanja - Year 2016, Vol 29, Issue 1
Abstract
The banking sector ranks among the top three sectors in terms of frequency of complaints. The purpose of this study is to assess the effects of perceived justice on recovery satisfaction and to examine the relationships between recovery satisfaction and customer relationship variables in the banking sector where there are lack of empirical studies. Empirical observations were made through questionnaires conducted with 178 retail bank customers in Dubai. The data are analysed through partial least squares (PLS) approach to path modelling to estimate the measurement and structural parameters. The results revealed that distributive justice (DJ), procedural justice (PJ) and interactional justice (IJ) had significant positive effects on service recovery satisfaction, while IJ has the strongest effect with respect to others. Also, service recovery satisfaction had a significant positive effect on trust. The structural model results also revealed that customers’ perceptions of trust had a significant positive effect on their WOM communication and repurchase intentions. The results of the study show that the service recovery satisfaction is a vital mediating variable between perceived justice of customers and customer relationship variables. Furthermore, the mediational role of trust between service recovery satisfaction and future intentions is extensive.
Authors and Affiliations
Halil Nadiri
Keywords
Related Articles
- EP ID EP201584
- DOI 10.1080/1331677X.2016.1164925
- Views 95
- Downloads 0
Tourism foreign direct investment led tourism gross value added: a co-integration and causality analysis of Croatian tourism
The purpose of this study was to investigate the causal relationship between foreign direct investment in tourism and tourism gross value added in Croatia. The study employed econometric techniques, such as the unit root...
Performance evaluation of the Visegrad Group countries
The objective of economic success is not only to achieve positive developments in economic indicators, but to ensure a high living standard and quality of life for the population. It is therefore necessary to measure eco...
Analysis of competitiveness: energy sector and the electricity market in Russia
This study provides an overview and conducts a thorough analysis of the current state and development trends of the energy sector in a competitive electricity market in Russia. It scrutinises and outlines the most probab...
Hybrid multiple criteria decision-making methods:a review of applications for sustainability issues
Formal decision-making methods can be used to help improve the overall sustainability of industries and organisations. Recently, there has been a great proliferation of works aggregating sustainability criteria by using...
Performance appraisals of ICT companies in the Tehran stock market: contradiction with the global trend
The impact of information & communication technology (ICT) in increasing financial transactions in different fields, shows the positive developments of this industry in Iran. But could the ICT industry also be effective...