The Impact of Service Recovery on Customer Satisfaction and Behavioral Intentions: The Case of Ethiopian Airlines

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Addis Ababa University


The purpose of this study is to assess the impact of service recovery on customer satisfaction and behavioural intentions. Data was gathered by means of survey using a questionnaire mainly regarding service recovery, customer satisfaction and repurchase intension. The sample size of the study is 200 customers who experienced a service failure and recovery with the airline. Convenience sampling was used for this study and the respondents were selected at bole international airport. The results show that satisfaction with service recovery dimensions (distributive justice, procedural justice and interactional justice) has an impact on customer satisfaction and behavioural intensions (word of mouth and repurchase). The study also revealed that satisfaction with distributive justice is a significant contributor to predict customer satisfaction and behavioural intensions repurchase and word of mouth



service recovery, customer satisfaction, behavioural intentions