The Effect of Service Recovery on Customer Satisfaction: The Case of Ethiopian Minister of Revenue
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Date
2020-06
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Addis Ababa University
Abstract
This study investigated the effect of service recovery on customer satisfaction in Ethiopian
minister of revenue. The main objective of this study was to examine service recovery and
customer satisfaction on minister of revenue taxpayers by taking of three perceived justice
service recovery dimensions of procedural, interactional, and distributive justices. In this study,
fully employed quantitative research approach and explanatory research design were used. The
study has been used cluster sampling technique. The researcher used both primary and
secondary data collection methods. The sample size of this study is 388 taxpayers, out of 13,014
target populations that taken from Ethiopian minister of revenue branch offices. Furthermore,
the researcher used descriptive and inferential statistics to analyze data with the help of
Statistics Package of Social Science. The finding and discussion of this research is achieve our
objectives that clearly indicates procedural, interactional, and distributive justice with the
coefficient of 0.213, 0.415,and 0.424 respectively has a positive and significant effect on
customer satisfaction. This leads to, a unit of each variable increase, an increase in customer
satisfaction by increasing the value of each coefficient variables.
Finally, all the three perceived justice service recovery dimensions have their own positive effect
of enhancing overall customer satisfaction of minister of revenue taxpayers.
The guiding principle and the recommendation of the researcher should take emphasis and give
more attention to the government and Ethiopian minister of revenue tend to design effective
service failure recovery strategy. The further studies of this paper should be indicate and
conducted service recovery from the perspective of the organization by including service
personal in the study, and the same study in other public organization
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Keywords
Perceived Justice, Service Recovery, Customer Satisfaction