The Influence of Service Recovery on Customer Satisfaction in Ethiopian Airlines
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Date
2022-06
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Addis Ababa University
Abstract
The principal objective of this study is to investigate the effect of service recovery on customer’s satisfaction by taking the case of Ethiopian airlines passenger service section. Data were collected from customers of Ethiopian airlines cargo through a survey questionnaire. A sample of total of 384 respondents was drawn based on convenience sampling. The findings of this study show that service recovery dimensions based on perceived Justice theory (procedural, interactional and distributive justice) have a positive effect on customer satisfaction with service recovery and future behavioral intentions of word of mouth and re-patronage.Based on the conclusions made recommendations for Ethiopian airlines are proposed in order to enhance customer satisfaction with service recovery and to positively affect behavioral intention