IDEAS home Printed from https://ideas.repec.org/a/rom/rmcimn/v12y2011i1p49-60.html
   My bibliography  Save this article

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
    as

    Download full text from publisher

    File URL: https://www.rmci.ase.ro/no12vol1/04.pdf
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    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.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Kupeli, Birgul & Salman, Gulberk Gultekin & Karaosmanoglu, Elif & Daim, Tugrul, 2024. "Exploring self-service technology adoption: Case of airline check in," Technology in Society, Elsevier, vol. 77(C).
    2. Laurentiu Mincu & Thorsten Gruber, 2013. "Exploring the Factors Influencing the Intention to Use Self-Service Technologies: An Eastern European Perspective," The International Journal of Economic Behavior - IJEB, Faculty of Business and Administration, University of Bucharest, vol. 3(1), pages 59-84, December.
    3. Turner, Frances & Merle, Aurélie & Gotteland, David, 2020. "Enhancing consumer value of the co-design experience in mass customization," Journal of Business Research, Elsevier, vol. 117(C), pages 473-483.
    4. Juhi Kamakoty & Sandeep Singh, 2023. "PHEISQUAL: A Scale to Measure Service Quality of Professional Higher Educational Institute From Faculty Perspective," SAGE Open, , vol. 13(4), pages 21582440231, October.
    5. Rémi Mencarelli & Arnaud Riviere, 2014. "La participation du client dans un contexte de self-service technologies : une approche par la valeur perçue," Post-Print halshs-01153113, HAL.
    6. Jong-Hyeon Kim & Jin-Woo Park, 2019. "The Effect of Airport Self-Service Characteristics on Passengers’ Perceived Value, Satisfaction, and Behavioral Intention: Based on the SOR Model," Sustainability, MDPI, vol. 11(19), pages 1-17, September.
    7. Kallweit, Katrin & Spreer, Philipp & Toporowski, Waldemar, 2014. "Why do customers use self-service information technologies in retail? The mediating effect of perceived service quality," Journal of Retailing and Consumer Services, Elsevier, vol. 21(3), pages 268-276.
    8. Gharepasha, Akram & Aali, Samad & Bafandeh Zendeh, Alireza & Iranzadeh, Soleyman, 2018. "Customer\'s Loyalty to Online Banking Services (in Persian)," Management and Development Process Quarterly (٠صلنامه ٠رایند مدیریت و توسعه), Institute for Management and Planning studies, vol. 31(3), pages 151-180, December.
    9. Domen Malc & Jasmina Dlačić & Aleksandra Pisnik & Borut Milfelner, 2023. "The Development of E-Banking Services Quality Measurement Instrument: MPQe-BS," Sustainability, MDPI, vol. 15(16), pages 1-19, August.
    10. Kerstin Pezoldt & Jana Schliewe, 2012. "Akzeptanz von Self-Service-Technologien: State of the Art," Schmalenbach Journal of Business Research, Springer, vol. 64(2), pages 205-253, March.
    11. Ramadan, Zahy B. & Farah, Maya F. & Kassab, Danielle, 2019. "Amazon's approach to consumers’ usage of the Dash button and its effect on purchase decision involvement in the U.S. market," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 133-139.
    12. Alzahrani, Ahmed Ibrahim & Al-Samarraie, Hosam & Eldenfria, Atef & Dodoo, Joana Eva & Alalwan, Nasser, 2022. "Users’ intention to continue using mHealth services: A DEMATEL approach during the COVID-19 pandemic," Technology in Society, Elsevier, vol. 68(C).
    13. Farah, Maya F. & Ramadan, Zahy B., 2020. "Viability of Amazon’s driven innovations targeting shoppers’ impulsiveness," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).
    14. Farah, Maya F. & Ramadan, Zahy B., 2017. "Disruptions versus more disruptions: How the Amazon dash button is altering consumer buying patterns," Journal of Retailing and Consumer Services, Elsevier, vol. 39(C), pages 54-61.
    15. Toufaily, Elissar & Pons, Frank, 2017. "Impact of customers' assessment of website attributes on e-relationship in the securities brokerage industry: A multichannel perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 34(C), pages 58-69.
    16. Aleksandra Pisnik & Jasmina Dlačić & Borut Milfelner, 2016. "The Importance of Perceived Service Value in Retail Banking Services," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 28(2), pages 191-212.
    17. Teodor Pevec & Aleksandra Pisnik, 2017. "The Development And Validation Of An Evaluation System For Patients’ Assessment Of Health Services," Economic Thought and Practice, Department of Economics and Business, University of Dubrovnik, vol. 26(2), pages 611-635, december.
    18. Ku, Edward C.S. & Chen, Chun-Der, 2013. "Fitting facilities to self-service technology usage: Evidence from kiosks in Taiwan airport," Journal of Air Transport Management, Elsevier, vol. 32(C), pages 87-94.
    19. C. C. Sreelakshmi & Sangeetha K. Prathap, 2024. "Effect of COVID-19 health threat on consumer’s perceived value towards mobile payments in India: a means-end model," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 29(3), pages 763-787, September.
    20. Lin, Shu-Ping & Yang, Chen-Lung & Chan, Ya-hui & Sheu, Chwen, 2010. "Refining Kano's 'quality attributes-satisfaction' model: A moderated regression approach," International Journal of Production Economics, Elsevier, vol. 126(2), pages 255-263, August.

    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

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:rom:rmcimn:v:12:y:2011:i:1:p:49-60. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Marian Nastase (email available below). General contact details of provider: https://edirc.repec.org/data/mnasero.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.