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Banking Service Recovery Strategies: Enhancing Relationship Quality And Behavioral Intentions

Author

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  • ATTIA ABDELKADER ALI

    (Alexandru Ioan Cuza University of Iasi)

Abstract

This study investigates the influence of service recovery strategies (apologies, explanations, and empathy) on customer relationship quality and repurchase intentions within the Egyptian banking sector. Data was obtained from a large sample of 517 Egyptian bank customers who had previously experienced service failure through the administration of an online survey questionnaire. The collected data was analysed using SmartPLS 4 software, and the findings revealed a significant positive impact of service recovery strategies such as apologies, explanations, and empathy on customer relationship quality. Moreover, the results also emphasized the critical role of high relationship quality in enhancing customers repurchase intentions. Consequently, these findings indicate the importance of banking organizations systematically adopting service recovery strategies and building strong customer relationships to maintain satisfaction and repurchase intentions. Additionally, this research contributes to a deeper comprehension of the role service recovery strategies play in customer relationship management within the Egyptian banking industry.

Suggested Citation

  • Attia Abdelkader Ali, 2024. "Banking Service Recovery Strategies: Enhancing Relationship Quality And Behavioral Intentions," Review of Economic and Business Studies, Alexandru Ioan Cuza University, Faculty of Economics and Business Administration, issue 33, pages 227-239, June.
    • Handle: RePEc:aic:revebs:y:2024:j:33:alia
    DOI: 10.47743/rebs-2024-1-0010
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    More about this item

    Keywords

    Apology; Explanation; empathy; relationship quality; repurchase intentions; banking sector; Egypt;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • G21 - Financial Economics - - Financial Institutions and Services - - - Banks; Other Depository Institutions; Micro Finance Institutions; Mortgages

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