Browsing by Author "Tibebu, Tegen"
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Item The effect of service recovery on customer satisfaction The case of Ethiopian Postal Service Enterprise(Addis Ababa University, 2019-02) Tibebu, Tegen; Belayneh, Temesgen (PhD)The purpose of this study is to assess the effect of service recovery on customer satisfaction in Ethiopian postal service enterprise. In today‟s hyper-competitive business environment, customer satisfaction is vital for success. However, in many businesses, service failure may surface despite consistent avoidance efforts. Although predominant attention on service recovery has been assessed in hospitality context like in hotel and restaurant setting, there are very limited explorations in other service industry, especially in postal service industry. A conceptual framework and three prepositions were developed indicating that customer satisfaction is influenced by three justice dimensions of service recovery which is distributive justice, procedural justice and interactional justice. Data was gathered by means of survey using a questionnaire mainly regarding service recovery, customer satisfaction. The sample size of the study is 384 customers who experienced a service failure and recovery with the postal service. Convenience sampling was used for this study and the respondents were selected at Ethiopian postal service enterprise. The results show that satisfaction with service recovery dimensions (Interactional justice, procedural justice) have significant impact on customer satisfaction. Whereas distributive justice has not significant effect on customer satisfaction. Therefore, it is advisable for the company to take the necessary measures regarding procedural justice by making the company’s policies and procedures to be clear and workable. Regarding to interactional justice, the company should arrange extensive training program for its employees on customer service. And encourage, reward for best performer employees