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

dc.contributor.advisorAndualem, Getie (PhD)
dc.contributor.authorHailu, Kbra
dc.date.accessioned2021-06-15T06:33:46Z
dc.date.accessioned2023-11-04T14:11:11Z
dc.date.available2021-06-15T06:33:46Z
dc.date.available2023-11-04T14:11:11Z
dc.date.issued2014-06
dc.description.abstractThe 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 mouthen_US
dc.identifier.urihttp://etd.aau.edu.et/handle/123456789/26823
dc.language.isoen_USen_US
dc.publisherAddis Ababa Universityen_US
dc.subjectservice recoveryen_US
dc.subjectcustomer satisfactionen_US
dc.subjectbehavioural intentionsen_US
dc.titleThe Impact of Service Recovery on Customer Satisfaction and Behavioral Intentions: The Case of Ethiopian Airlinesen_US
dc.typeThesisen_US

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