TY - JOUR
T1 - An investigation of effects of justice recovery dimensions on students’ satisfaction with service recovery in higher education environment
AU - Waqas, Muhammad
AU - Ali, Haider
AU - Khan, Muhammad Ali
PY - 2014/9/1
Y1 - 2014/9/1
N2 - 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.
AB - 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.
KW - customer satisfaction
KW - distributive justice
KW - interactional justice
KW - procedural justice
KW - service recovery
UR - http://www.scopus.com/inward/record.url?scp=85027916774&partnerID=8YFLogxK
U2 - 10.1007/s12208-014-0120-5
DO - 10.1007/s12208-014-0120-5
M3 - Article
AN - SCOPUS:85027916774
SN - 1865-1984
VL - 11
SP - 263
EP - 284
JO - International Review on Public and Nonprofit Marketing
JF - International Review on Public and Nonprofit Marketing
IS - 3
ER -