An Empirical Study on Service Recovery Satisfaction in an Open and Distance Learning Higher Education Institution in Malaysia

Autor/inn/en	bin Mohd Amin, Mohd Rushidi; Piaralal, Shishi Kumar; bin Daud, Yon Rosli; bin Mohamed, Baderisang
Titel	An Empirical Study on Service Recovery Satisfaction in an Open and Distance Learning Higher Education Institution in Malaysia
Quelle	In: International Review of Research in Open and Distributed Learning, 21 (2020) 2, S.36-60 (25 Seiten)Infoseite zur Zeitschrift PDF als Volltext kostenfreie Datei Verfügbarkeit
Sprache	englisch
Dokumenttyp	gedruckt; online; Zeitschriftenaufsatz
ISSN	1492-3831
Schlagwörter	Foreign Countries; Justice; Distance Education; Open Universities; Reputation; Satisfaction; Intention; College Students; Social Bias; Social Justice; Resource Allocation; Equal Education; Student Needs; Services; Access to Information; Interpersonal Relationship; Educational Practices; Student Attitudes; Educational Technology; Malaysia + Suchen Sie Ihr Suchwort? Ausland; Gerechtigkeit; Distance study; Distance learning; Fernunterricht; Offene Universität; Zufriedenheit; Collegestudent; Soziale Gerechtigkeit; Ressourcenallokation; Dienstleistung; Interpersonal relation; Interpersonal relations; Interpersonelle Beziehung; Zwischenmenschliche Beziehung; Bildungspraxis; Schülerverhalten; Unterrichtsmedien
Abstract	This study investigated the relationships among justice dimensions (distributive, procedural, interpersonal, and informational), university image, service recovery satisfaction, and customer behavioural outcomes (trust, word of mouth, repurchase intention, and loyalty). This study adopted a cross-sectional survey approach and data were collected through a survey of 303 students of Open University Malaysia in Malaysia who experienced service failure and service recovery. The framework was tested via partial least square structural equation modelling, and the results revealed a significant relationship between justice dimensions and service recovery satisfaction in terms of procedural and interpersonal justice. Service recovery satisfaction had a significant effect on all customer behavioural outcomes investigated. University image did not have a moderating effect on the relationship between justice dimensions and service recovery satisfaction. Theoretical and practical implications of the study are discussed in this paper. (As Provided).
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Erfasst von	ERIC (Education Resources Information Center), Washington, DC
Update	2024/1/01