Title: The effect of service recovery on customers' satisfaction in e-banking: an empirical investigation

Authors: Abbas Keramati; Arash Apornak; Helya Abedi; Farnoush Otrodi; Maryam Roudneshin

Addresses: School of Industrial Engineering, University of Tehran, Tehran, Iran ' School of Industrial Engineering, Islamic Azad University, South Tehran Branch, Tehran, Iran ' School of Industrial Engineering, Shiraz University, Shiraz, Iran ' School of Industrial Engineering, University of Tehran, Tehran, Iran ' School of Industrial Engineering, University of Tehran, Tehran, Iran

Abstract: The purpose of this paper is to analyse the service recovery strategies associated with customers' satisfaction level of an Iranian private bank. Therefore, by providing an appropriate framework, the relationship between the service failure, service recovery, customers' satisfaction and their subsequent behaviour is examined. In this paper after a survey on different frameworks in a service failure recovery domain from reviewing of literature, the most appropriate framework based on an Iranian private bank situation has been chosen. Then, the conceptual framework is adapted to the mentioned bank by qualitative case study. Since the main motivation of this paper is to provide empirical knowledge about the service failure and recovery in e-banking, therefore, they are determined and listed based on the frequency rate and the effect on the customers respectively by literature review and field studies in an Iranian private bank. Moreover, by combining two suitable frameworks of service recovery literature and adapted to this bank, a conceptual framework is proposed. Due to the short duration of surveying customers' satisfaction in Iranian e-bank, this paper provides an appropriate framework in order to compensate e-bank errors based on the service recovery literature and field studies on an Iranian private bank.

Keywords: service failure; service recovery; customers' satisfaction; e-banking.

DOI: 10.1504/IJBIS.2018.096033

International Journal of Business Information Systems, 2018 Vol.29 No.4, pp.459 - 484

Received: 05 Dec 2016
Accepted: 25 Mar 2017
Published online: 09 Nov 2018 *

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