Author/Authors :
Mohamad Yazid, Mohd Farid Business School - University Kuala Lumpur - Jalan Sultan Ismail - Kuala Lumpur, Malaysia , Ishak, Mohd Fikri Faculty of Business and Management - University Teknologi MARA - Puncak Alam, Selangor, Malaysia , Che Mat, Che Rosmawati Business School - Universiti Kuala Lumpur - Jalan Sultan Ismail - Kuala Lumpur, Malaysia , Mohd Ali, Aeshah Department of Management Studies - UCSI University - Kuala Lumpur, Malaysia , Saidun, Zulkifli Universiti Kuala Lumpur - Jalan Sultan Ismail - Kuala Lumpur, Malaysia
Abstract :
The purpose of this paper is to measure the relationship between the functional service recovery and technical service recovery towards customer satisfaction in banking industry. Both functional and technical is equally important in service quality especially in service recovery. The competition among the banking industry especially in major cities in Malaysia is very crucial. The study was conducted in Kuala Lumpur based on the top 10 banks based on the market share. 250 questionnaire distributed but only 212 were usable for the data analysis. The results indicated that both functional and technical service recovery plays important role towards customer satisfaction. Banking services or any financial institution should have focused on both elements in order to provide excellent services that may contribute to customer satisfaction and in the long term lead to customer loyalty.
Keywords :
Purchase intentions , Relationship quality , Service recovery satisfaction , Banking Industry
