Survey Research on Relationship among Service Failures, Service Recovery and Customer Satisfaction

Author

Xin, Li ; Rong, WANG

Author_Institution

Beijing Inst. of Petrochem. Technol., Beijing

fYear

2007

fDate

20-22 Aug. 2007

Firstpage

1121

Lastpage

1126

Abstract

The author conducts a survey research on the service in a third-class hospital in Beijing. Patients and their relatives, who have consumed service in the hospital, are asked to answer questionnaires. Validating function of structural equation modeling (SEM) is used to testify: (1) influence of service failures on service recovery is remarkable and positively correlative; (2) influence of service recovery on customer satisfaction is remarkable and positively correlative; (3) influence of service failures on customer satisfaction is remarkable and negatively correlative. Service recovery needs to be carried out increasingly when there are more and more service failures. Service recovery plays a very important role in service satisfaction. Correlation between service recovery and satisfaction is remarkable and positive. Correlation between service failures and service satisfaction is remarkable and negative.

Keywords

customer satisfaction; customer services; hospitals; customer satisfaction; hospital; service failures; service recovery; service satisfaction; structural equation modeling; Appraisal; Conference management; Customer relationship management; Customer satisfaction; Engineering management; Equations; Hospitals; Numerical analysis; Technology management; Testing; customer satisfaction; service failures; service recovery;

fLanguage

English

Publisher

ieee

Conference_Titel

Management Science and Engineering, 2007. ICMSE 2007. International Conference on

Conference_Location

Harbin

Print_ISBN

978-7-88358-080-5

Electronic_ISBN

978-7-88358-080-5

Type

conf

DOI

10.1109/ICMSE.2007.4421996

Filename

4421996