scholarly journals Structural Equation Modeling of E-Service Recovery Satisfaction and Customer Retention in the Airline Industry in Malaysia

2015 ◽  
Vol 7 (4) ◽  
Author(s):  
Rafah Al-Jader
Keyword(s):  
Structural Equation Modeling ◽  
Airline Industry ◽  
Structural Equation ◽  
Service Recovery ◽  
Customer Retention ◽  
Equation Modeling ◽  
Recovery Satisfaction

scholarly journals Perception of Justice, Post Service Recovery Satisfaction, Intention to Revisit and Wom Recommendations of Foreign Tourists Visiting Bali

1970 ◽  
Author(s):  
I Nyoman Sudiarta ◽  
Ni Wayan Sri Suprapti ◽  
I Putu Gde Sukaatmadja
Keyword(s):  
Structural Equation Modeling ◽  
Statistical Analysis ◽  
Structural Equation ◽  
Service Recovery ◽  
Interactional Justice ◽  
Equation Modeling ◽  
Multivariate Statistical ◽  
Tourist Attractions ◽  
Recovery Satisfaction ◽  
Intention To Revisit

This study aimed to determine the effect of perceptions of distributive, procedural and interactional justice on post-service recovery satisfaction and post-service recovery satisfaction effect on the intention to revisit and WOM recommendations of foreign tourists to Bali. The respondents of this study were foreign tourists who visited Bali and ever experienced complaint. The number of eligible samples was 100 respondents. The questionnaire was given to tourists visiting tourist attractions of Tanah Lot, Kintamani and Besakih. Data were analyzed using multivariate statistical analysis, namely structural equation modeling (SEM). The results of this study indicated that the perception of distributive justice, procedural and interactional had a positive and significant effect on the post-service recovery satisfaction of foreign tourists who visited Bali. The study also found a positive and significant effect of post-service recovery satisfaction on the intention to revisit and the intention of recommending positive WOM of foreign tourists who visited Bali.

Service recovery satisfaction and customer commitment in the airline business

2019 ◽  
Vol 11 (1) ◽  
pp. 91-108
Author(s):  
Rosemary Matikiti ◽  
Mercy Mpinganjira ◽  
Mornay Roberts-Lombard
Keyword(s):  
Airline Industry ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Service Failure ◽  
Service Recovery ◽  
Positive Word ◽  
Content Type ◽  
Customer Commitment ◽  
Recovery Satisfaction ◽  
Positive Word Of Mouth

Purpose The purpose of this paper is to examine the precursors and outcomes of service recovery satisfaction and customer commitment among airline business customers. Design/methodology/approach Data were collected from airline travellers in South Africa using a structured questionnaire. Structural equation modelling was used to analyse the proposed hypotheses. Findings The results revealed that recovery expectations and perceived equity exert significant influence on levels of recovery satisfaction, which in turn influence overall satisfaction, trust and commitment. The study also revealed that trust and overall satisfaction are antecedents of customer commitment and that customer commitment has a significant positive relationship with positive word of mouth. It was also established that the quality of past service performance moderates the relationship between recovery satisfaction and commitment. Practical implications Airlines are advised to stimulate customer trust in the service delivery process through transparency in the procedures by which they resolve service failures and to remain committed to their service recovery promises to customers. It is also proposed that airlines should secure increased positive word of mouth through offering satisfactory service recovery. Originality/value Very little research in the South African context exists which focusses on the influence of customers satisfaction and commitment in the airline industry. This paper helps in establishing the antecedents of customer commitment after service failure in the airline industry.

scholarly journals Effects of Service Recovery Expectation and Recovery Justice on Customer Citizenship Behavior in the E-Retailing Context

2021 ◽  
Vol 12 ◽  
Author(s):  
Tingting Zhu ◽  
Beilei Liu ◽  
Mengmeng Song ◽  
Jinnan Wu
Keyword(s):  
Structural Equation ◽  
Online Shopping ◽  
Negative Impact ◽  
Service Recovery ◽  
Citizenship Behavior ◽  
Equation Modeling ◽  
Recovery Satisfaction ◽  
Serial Mediation ◽  
Customer Citizenship Behavior ◽  
Expectation Confirmation

Customer citizenship behavior in the online shopping environment is vital to the success of e-retailers. However, it is unclear whether and how service recovery expectation and recovery justice predict customer citizenship behavior in e-retailing settings. Grounded on the expectation confirmation theory and social exchange theory, this study examined the influence of service recovery expectation and recovery justice on customer citizenship behavior with a serial mediation of recovery expectation confirmation and post-recovery satisfaction. A total of 774 samples from e-shoppers with most impressive (N = 401) and most recent (N = 373) service recovery experience were collected to test the hypotheses using structural equation modeling and bootstrapping procedures. This study reveals that service recovery expectation has a negative impact on recovery expectation confirmation, while recovery justice positively affects recovery expectation confirmation, which is further positively correlated with post-recovery satisfaction and customer citizenship behavior. Moreover, recovery expectation confirmation and post-recovery satisfaction play a serial mediation in the relationship between service recovery expectation and recovery justice, and customer citizenship behavior. Our study contributes to the growing body of customer citizenship behavior literature by offering an alternative perspective (i.e., service recovery) to understand what encourage or impede customer citizenship behavior, and expands service recovery literature by combining service recovery expectation and recovery justice into a framework and revealing the expectation–confirmation mechanism through which they influence post-recovery satisfaction in online shopping setting.

scholarly journals The impact of service recovery output/process on customer satisfaction and loyalty: The case of the airline industry

2017 ◽  
Vol 19 (2) ◽  
pp. 259-266
Author(s):  
Reza Etemad-Sajadi ◽  
Laura Bohrer
Keyword(s):  
Customer Satisfaction ◽  
Airline Industry ◽  
Latent Variables ◽  
Structural Equation ◽  
Positive Impact ◽  
Service Recovery ◽  
Equation Modeling ◽  
Output Process ◽  
Airline Passengers ◽  
The Impact

The purpose of this research is to identify the impact of airline passengers’ perception of service recovery output/process on their satisfaction and loyalty. We want to identify the direct and indirect effects of service recovery on airline passenger loyalty by distinguishing the output and the process of the service recovery. A questionnaire was distributed to airline passengers who had a problem during their last airline flight. As we had several latent variables, we used partial least squares, a variance-based structural equation modeling method. As findings, we observed that in general, clients were not satisfied with the way that the service has been recovered. The most frequent reason for complaining was a problem due to flight delay, followed by a problem with the baggage, overbooking, and flight cancellation. Nevertheless, the findings reveal the positive impact of service recovery’s output/process qualities on customer satisfaction and customer loyalty. The output quality of service recovery is the most relevant.

The role of switching cost in the e-service recovery framework among banking customers

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ajay Jose ◽  
Sonia Mathew ◽  
Rejikumar G. ◽  
Dony Peter Chacko ◽  
Ajith K. Thomas
Keyword(s):  
Structural Equation ◽  
Switching Costs ◽  
Service Recovery ◽  
Switching Cost ◽  
Retail Banking ◽  
Equation Modeling ◽  
Content Type ◽  
Recovery Satisfaction ◽  
Moderating Role

Purpose The emergence of tech-driven initiatives in retail banking has created a vast spectrum of system-related service failures; hence, e-service recovery quality is of prime importance to banks to ensure e-service recovery satisfaction. However, e-service satisfaction is dependent on the ease of moving from one service provider to the other; thus, switching costs assume great significance. This study aims to probe the moderating role of switching cost on e-service recovery satisfaction by exploring e-service recovery quality antecedents. Design/methodology/approach A measurement model is suggested in the contextual settings of the Indian banking scenario and is estimated using structural equation modeling. Responses from 399 e-banking customers, who had experienced a service failure, were sought using a five-point Likert scale. Findings The result affirms that “recovery expectation” is the most significant predictor of e-service recovery satisfaction, and that switching cost moderates the relation between e-service recovery quality and e-service recovery satisfaction. Practical implications The study highlights the high relevance of switching costs in the e-banking context and emphasizes investment in marketing strategies and campaigns to do away with switching intentions. It also highlights the relevance of recovery expectations as an antecedent of e-service recovery quality and thus stresses the need to satisfactorily address the same in the e-service recovery process. Originality/value This study contributes to the e-service recovery satisfaction literature in the banking context by empirically validating the moderating role of switching cost. It also identifies the critical antecedents of banking e-service recovery quality.

Testing the Assumption of Uncorrelated Errors for Short Scales by Means of Structural Equation Modeling

2014 ◽  
Vol 35 (4) ◽  
pp. 201-211 ◽  
Author(s):  
André Beauducel ◽  
Anja Leue
Keyword(s):  
Structural Equation Modeling ◽  
Negative Correlation ◽  
Structural Equation ◽  
Error Score ◽  
Classical Test Theory ◽  
Test Theory ◽  
Equation Modeling ◽  
Eysenck Personality Questionnaire ◽  
Personality Questionnaire ◽  
True Score

It is shown that a minimal assumption should be added to the assumptions of Classical Test Theory (CTT) in order to have positive inter-item correlations, which are regarded as a basis for the aggregation of items. Moreover, it is shown that the assumption of zero correlations between the error score estimates is substantially violated in the population of individuals when the number of items is small. Instead, a negative correlation between error score estimates occurs. The reason for the negative correlation is that the error score estimates for different items of a scale are based on insufficient true score estimates when the number of items is small. A test of the assumption of uncorrelated error score estimates by means of structural equation modeling (SEM) is proposed that takes this effect into account. The SEM-based procedure is demonstrated by means of empirical examples based on the Edinburgh Handedness Inventory and the Eysenck Personality Questionnaire-Revised.

The Measurement Invariance of the Short Dark Triad

2020 ◽  
Vol 41 (4) ◽  
pp. 207-218
Author(s):  
Mihaela Grigoraș ◽  
Andreea Butucescu ◽  
Amalia Miulescu ◽  
Cristian Opariuc-Dan ◽  
Dragoș Iliescu
Keyword(s):  
Structural Equation Modeling ◽  
Item Response ◽  
Structural Equation ◽  
Dark Triad ◽  
Theory And Practice ◽  
Equation Modeling ◽  
Scale Level ◽  
High Stake ◽  
Differential Functioning ◽  
Item Functioning

Abstract. Given the fact that most of the dark personality measures are developed based on data collected in low-stake settings, the present study addresses the appropriateness of their use in high-stake contexts. Specifically, we examined item- and scale-level differential functioning of the Short Dark Triad (SD3; Paulhus & Jones, 2011 ) measure across testing contexts. The Short Dark Triad was administered to applicant ( N = 457) and non-applicant ( N = 592) samples. Item- and scale-level invariances were tested using an Item Response Theory (IRT)-based approach and a Structural Equation Modeling (SEM) approach, respectively. Results show that more than half of the SD3 items were flagged for Differential Item Functioning (DIF), and Exploratory Structural Equation Modeling (ESEM) results supported configural, but not metric invariance. Implications for theory and practice are discussed.

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