The Role Of Service Recovery Strategy On Customer Satisfaction And Loyalty In Restaurant Businesses In Addis Ababa
| dc.contributor.advisor | Andualem, Getie (PhD) | |
| dc.contributor.author | Ermias, Addissu | |
| dc.date.accessioned | 2019-11-06T06:05:20Z | |
| dc.date.accessioned | 2023-11-04T14:07:59Z | |
| dc.date.available | 2019-11-06T06:05:20Z | |
| dc.date.available | 2023-11-04T14:07:59Z | |
| dc.date.issued | 2019-06 | |
| dc.description.abstract | Service recovery is the actions taken by an organization in response to a service failure. Failures occur for all kinds of reasons. The service may be unavailable when promised, the service may be delivered late or too slowly, the outcome may be incorrect or poorly executed, or employees may be rude or uncaring. This paper investigates the relationship between independent variables which are procedural justice, interactional justice, and distributive justice with dependent variable, customer satisfaction, and customer’s loyalty, by tapping the responses of 384 respondents from restaurant consumers in four sub cities of Addis Ababa, Ethiopia. To achieve the objectives of this study descriptive survey and explanatory research design was used. Data was collected through questionnaire from a sample of 384 consumers that were selected using simple random sampling method. The data collected from the questionnaire were analyzed using statistical tools such as mean, standard deviation, correlation, and multiple regression analysis. The results of this study indicate that, service recovery dimensions such as (procedural justice, interactional justice, and distributive justice) have positive and significant relationship with customers’ satisfaction, and loyalty. The finding of the study indicates also that distributive justice dimension has highest impact on customers’ satisfaction, and loyalty. Furthermore, the aforementioned service recovery dimensions have positive correlation with customers’ satisfaction, and loyalty. Based on the findings of the study, the researcher forwards recommendations. Finally, restaurants found in Addis Ababa have to work harder in order to satisfy their customers specially by focusing on the perceived justice service recovery strategy. | en_US |
| dc.identifier.uri | http://etd.aau.edu.et/handle/123456789/19874 | |
| dc.language.iso | en_US | en_US |
| dc.publisher | Addis Ababa University | en_US |
| dc.subject | Service recovery | en_US |
| dc.subject | Procedural justice | en_US |
| dc.subject | Interactional justice | en_US |
| dc.title | The Role Of Service Recovery Strategy On Customer Satisfaction And Loyalty In Restaurant Businesses In Addis Ababa | en_US |
| dc.type | Thesis | en_US |