Perceived justice in service Recovery and customer satisfaction: Evidence from the Malaysian Hotel Industry

The tense competition in service industry has driven companies to place extra attention towards service recovery to ensure continuous success. Due to the astonishing rate of the development of the hotel industry in Malaysia for the past decade, it has urged hotel providers to reconsider their busin...

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Main Author: Cheng, Boon Liat *
Format: Article
Language:English
Published: Publisher 2015
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Online Access:http://eprints.sunway.edu.my/1809/1/Cheng%20Boon%20Liat%202015%20Perceived%20Justice%20in%20Service%20Recovery%20and%20Customer%20Satisfaction...%20Boon%20Liat%2C%20C.pdf
http://eprints.sunway.edu.my/1809/
https://www.managementjournal.info/index.php/IJAME/issue/archive
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spelling my.sunway.eprints.18092021-12-02T03:19:12Z http://eprints.sunway.edu.my/1809/ Perceived justice in service Recovery and customer satisfaction: Evidence from the Malaysian Hotel Industry Cheng, Boon Liat * G Geography (General) G 154.9 Tourism The tense competition in service industry has driven companies to place extra attention towards service recovery to ensure continuous success. Due to the astonishing rate of the development of the hotel industry in Malaysia for the past decade, it has urged hotel providers to reconsider their business strategy in order to achieve customer satisfaction and sustain their business. As such, the purpose of this study is to examine the effects of service recovery dimensions (distributive justice, procedural justice and interactional justice) on customer satisfaction, particularly in the context of hotel industry in Malaysia. Data collection was done through self-administered questionnaires distributed to 400 respondents who have experienced staying in any Malaysian hotels. To ensure the reliability and validity of the data set, various statistical tests were performed such as preliminary and descriptive analysis and reliability test. Regression analysis was performed to examine hypothesised relationships. The findings revealed that the respective service recovery dimensions are significantly related to customer satisfaction. In summary, a better understanding of service recovery aids hotel providers in handling service failures more effectively otherwise it might result in customer dissatisfaction with poor service recovery strategy. Publisher 2015-09 Article PeerReviewed text en cc_by_nc_nd_4 http://eprints.sunway.edu.my/1809/1/Cheng%20Boon%20Liat%202015%20Perceived%20Justice%20in%20Service%20Recovery%20and%20Customer%20Satisfaction...%20Boon%20Liat%2C%20C.pdf Cheng, Boon Liat * (2015) Perceived justice in service Recovery and customer satisfaction: Evidence from the Malaysian Hotel Industry. International Journal of Advances in Management and Economics, 4 (5). pp. 7-13. ISSN 2278-3369 https://www.managementjournal.info/index.php/IJAME/issue/archive
institution Sunway University
building Sunway Campus Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Sunway University
content_source Sunway Institutional Repository
url_provider http://eprints.sunway.edu.my/
language English
topic G Geography (General)
G 154.9 Tourism
spellingShingle G Geography (General)
G 154.9 Tourism
Cheng, Boon Liat *
Perceived justice in service Recovery and customer satisfaction: Evidence from the Malaysian Hotel Industry
description The tense competition in service industry has driven companies to place extra attention towards service recovery to ensure continuous success. Due to the astonishing rate of the development of the hotel industry in Malaysia for the past decade, it has urged hotel providers to reconsider their business strategy in order to achieve customer satisfaction and sustain their business. As such, the purpose of this study is to examine the effects of service recovery dimensions (distributive justice, procedural justice and interactional justice) on customer satisfaction, particularly in the context of hotel industry in Malaysia. Data collection was done through self-administered questionnaires distributed to 400 respondents who have experienced staying in any Malaysian hotels. To ensure the reliability and validity of the data set, various statistical tests were performed such as preliminary and descriptive analysis and reliability test. Regression analysis was performed to examine hypothesised relationships. The findings revealed that the respective service recovery dimensions are significantly related to customer satisfaction. In summary, a better understanding of service recovery aids hotel providers in handling service failures more effectively otherwise it might result in customer dissatisfaction with poor service recovery strategy.
format Article
author Cheng, Boon Liat *
author_facet Cheng, Boon Liat *
author_sort Cheng, Boon Liat *
title Perceived justice in service Recovery and customer satisfaction: Evidence from the Malaysian Hotel Industry
title_short Perceived justice in service Recovery and customer satisfaction: Evidence from the Malaysian Hotel Industry
title_full Perceived justice in service Recovery and customer satisfaction: Evidence from the Malaysian Hotel Industry
title_fullStr Perceived justice in service Recovery and customer satisfaction: Evidence from the Malaysian Hotel Industry
title_full_unstemmed Perceived justice in service Recovery and customer satisfaction: Evidence from the Malaysian Hotel Industry
title_sort perceived justice in service recovery and customer satisfaction: evidence from the malaysian hotel industry
publisher Publisher
publishDate 2015
url http://eprints.sunway.edu.my/1809/1/Cheng%20Boon%20Liat%202015%20Perceived%20Justice%20in%20Service%20Recovery%20and%20Customer%20Satisfaction...%20Boon%20Liat%2C%20C.pdf
http://eprints.sunway.edu.my/1809/
https://www.managementjournal.info/index.php/IJAME/issue/archive
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