Artikel Jurnal :: Kembali

Artikel Jurnal :: Kembali

A emprical investigation on service failure and recovery at retailing bank in vietnam. / Tu Van Binh, Nguyen Tran Phuong Vi

Tu Van Binh; Nguyen, Tran Phuong Vi (Management, Faculty of Economics, University of Indonesia and Philip Kotler Center, 2013)

 Abstrak

To identify factors affecting satisfaction with service recovery of banking sector and overall satisfaction, together with the effect of customersatisfaction on repurchase intent and word-of-mouth intent in the banking in Vietnam, a survey is conducted on 215 customers.Those respondents, who are buying services from the bank, namely Vietnamese Local Bank (VLB), have experienced in service failure and service recovery in their transaction with VLB, and lived in Ho Chi Minh City. Structural equation model (SEM) is employed to estimate the theoretical model and to test hypotheses. The findings of the study showed that distributive justice positively impact customer satisfaction with service recovery, and overall satisfaction. Satisfaction with recovery has a strong impact on overall satisfaction. Both satisfaction with recovery and overall satisfaction disclose a positive influence on repurchase intent, and only satisfaction with recovery positively affecting word-of-mouth intent.

 Metadata

Jenis Koleksi : Artikel Jurnal
No. Panggil : pdf
Entri utama-Nama orang :
Entri tambahan-Nama orang :
Subjek :
Penerbitan : [Place of publication not identified]: Management, Faculty of Economics, University of Indonesia and Philip Kotler Center, 2013
Sumber Pengatalogan : LibUI eng rda
ISSN : 23562242
Majalah/Jurnal :
Volume : Vol. 5, No. 1, 2013: Hal. 1-18
Tipe Konten : text
Tipe Media : computer
Tipe Carrier : online resource
Akses Elektronik : http://journal.ui.ac.id/index.php/amj/article/view/2172
Institusi Pemilik : Universitas Indonesia
Lokasi :
  • Ketersediaan
  • Ulasan
  • Sampul
No. Panggil No. Barkod Ketersediaan
pdf TERSEDIA
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Tidak ada ulasan pada koleksi ini: 20443338
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