Original scientific paper
https://doi.org/10.1080/1331677X.2016.1164925
Diagnosing the impact of retail bank customers’ perceived justice on their service recovery satisfaction and postpurchase behaviours: an empirical study in financial centre of middle east
Halil Nadiri
orcid.org/0000-0003-2053-6534
Abstract
The banking sector ranks among the top three sectors in terms of
frequency of complaints. The purpose of this study is to assess the
effects of perceived justice on recovery satisfaction and to examine the relationships between recovery satisfaction and customer relationship variables in the banking sector where there are lack of empirical studies. Empirical observations were made through questionnaires conducted with 178 retail bank customers in Dubai. The data are analysed through partial least squares (PLS) approach to path modelling to estimate the measurement and structural parameters. The results revealed that distributive justice (DJ), procedural justice (PJ) and interactional justice (IJ) had significant positive effects on service recovery satisfaction, while IJ has the strongest effect with respect to others. Also, service recovery satisfaction had a significant positive effect on trust. The structural model results also revealed that customers’ perceptions of trust had a significant positive effect on their WOM communication and repurchase intentions. The results of the study show that the service recovery satisfaction is a vital mediating variable between perceived justice of customers and customer relationship variables. Furthermore, the mediational role of trust between service recovery satisfaction and future intentions is extensive.
Keywords
Perceived justice; service recovery satisfaction; customer relationship variables; retail bank customers; Dubai
Hrčak ID:
171720
URI
Publication date:
22.12.2016.
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