An investigation of effects of justice recovery dimensions on students’ satisfaction with service recovery in higher education environment

Muhammad Waqas*, Haider Ali, Muhammad Ali Khan

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review

Abstract

This study tried to determine the impact of dimensions of perceived justice on students’ satisfaction with service recovery in higher education institutes. For this purpose a correlational research design was used as it is an appropriate way to develop relationship between variables. Quantitative research in the form of online survey was used to investigate the antecedents of student satisfaction with service recovery. In total, 312 close-ended questionnaires were filled from respondents. Data was analyzed with the help of regression analysis. This research study confirms that distributive justice, procedural justice, and interactional justice are significant predictors of student’s satisfaction with service recovery in a higher educational institute. However, due to the nature of the sample, and the sampling technique, the findings are tentative in nature. The result of this study helps the higher educational institutions in increasing the satisfaction level of their students. This study is also filling some gaps as there were very few studies published on the subject of service recovery in higher institution settings. If managers and decision makers in higher education institutes know about factors which can create satisfaction with service recovery measures then they can increase students’repatronage of their organization and eventually the result would be “a satisfied student”. For this purpose, the paper gives several suggestions for practitioners to improve the service recovery measures.

Original languageEnglish
Pages (from-to)263-284
Number of pages22
JournalInternational Review on Public and Nonprofit Marketing
Volume11
Issue number3
DOIs
Publication statusPublished - 1 Sept 2014

Keywords

  • customer satisfaction
  • distributive justice
  • interactional justice
  • procedural justice
  • service recovery

Cite this