Perceived justice in service Recovery and customer satisfaction: Evidence from the Malaysian Hotel Industry
The tense competition in service industry has driven companies to place extra attention towards service recovery to ensure continuous success. Due to the astonishing rate of the development of the hotel industry in Malaysia for the past decade, it has urged hotel providers to reconsider their busin...
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| Format: | Article |
| Language: | English |
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Publisher
2015
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| Online Access: | http://eprints.sunway.edu.my/1809/ http://eprints.sunway.edu.my/1809/1/Cheng%20Boon%20Liat%202015%20Perceived%20Justice%20in%20Service%20Recovery%20and%20Customer%20Satisfaction...%20Boon%20Liat%2C%20C.pdf |
| _version_ | 1848802139041693696 |
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| author | Cheng, Boon Liat * |
| author_facet | Cheng, Boon Liat * |
| author_sort | Cheng, Boon Liat * |
| building | SU Institutional Repository |
| collection | Online Access |
| description | The tense competition in service industry has driven companies to place extra attention towards service recovery to ensure continuous success. Due to the astonishing rate of the development of the hotel industry in Malaysia for the
past decade, it has urged hotel providers to reconsider their business strategy in order to achieve customer
satisfaction and sustain their business. As such, the purpose of this study is to examine the effects of service
recovery dimensions (distributive justice, procedural justice and interactional justice) on customer satisfaction,
particularly in the context of hotel industry in Malaysia. Data collection was done through self-administered
questionnaires distributed to 400 respondents who have experienced staying in any Malaysian hotels. To ensure the
reliability and validity of the data set, various statistical tests were performed such as preliminary and descriptive analysis and reliability test. Regression analysis was performed to examine hypothesised relationships. The findings revealed that the respective service recovery dimensions are significantly related to customer satisfaction. In summary, a better understanding of service recovery aids hotel providers in handling service failures more effectively otherwise it might result in customer dissatisfaction with poor service recovery strategy. |
| first_indexed | 2025-11-14T21:18:36Z |
| format | Article |
| id | sunway-1809 |
| institution | Sunway University |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T21:18:36Z |
| publishDate | 2015 |
| publisher | Publisher |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | sunway-18092021-12-02T03:19:12Z http://eprints.sunway.edu.my/1809/ Perceived justice in service Recovery and customer satisfaction: Evidence from the Malaysian Hotel Industry Cheng, Boon Liat * G Geography (General) G 154.9 Tourism The tense competition in service industry has driven companies to place extra attention towards service recovery to ensure continuous success. Due to the astonishing rate of the development of the hotel industry in Malaysia for the past decade, it has urged hotel providers to reconsider their business strategy in order to achieve customer satisfaction and sustain their business. As such, the purpose of this study is to examine the effects of service recovery dimensions (distributive justice, procedural justice and interactional justice) on customer satisfaction, particularly in the context of hotel industry in Malaysia. Data collection was done through self-administered questionnaires distributed to 400 respondents who have experienced staying in any Malaysian hotels. To ensure the reliability and validity of the data set, various statistical tests were performed such as preliminary and descriptive analysis and reliability test. Regression analysis was performed to examine hypothesised relationships. The findings revealed that the respective service recovery dimensions are significantly related to customer satisfaction. In summary, a better understanding of service recovery aids hotel providers in handling service failures more effectively otherwise it might result in customer dissatisfaction with poor service recovery strategy. Publisher 2015-09 Article PeerReviewed text en cc_by_nc_nd_4 http://eprints.sunway.edu.my/1809/1/Cheng%20Boon%20Liat%202015%20Perceived%20Justice%20in%20Service%20Recovery%20and%20Customer%20Satisfaction...%20Boon%20Liat%2C%20C.pdf Cheng, Boon Liat * (2015) Perceived justice in service Recovery and customer satisfaction: Evidence from the Malaysian Hotel Industry. International Journal of Advances in Management and Economics, 4 (5). pp. 7-13. ISSN 2278-3369 https://www.managementjournal.info/index.php/IJAME/issue/archive |
| spellingShingle | G Geography (General) G 154.9 Tourism Cheng, Boon Liat * Perceived justice in service Recovery and customer satisfaction: Evidence from the Malaysian Hotel Industry |
| title | Perceived justice in service Recovery and customer satisfaction: Evidence from the Malaysian Hotel Industry |
| title_full | Perceived justice in service Recovery and customer satisfaction: Evidence from the Malaysian Hotel Industry |
| title_fullStr | Perceived justice in service Recovery and customer satisfaction: Evidence from the Malaysian Hotel Industry |
| title_full_unstemmed | Perceived justice in service Recovery and customer satisfaction: Evidence from the Malaysian Hotel Industry |
| title_short | Perceived justice in service Recovery and customer satisfaction: Evidence from the Malaysian Hotel Industry |
| title_sort | perceived justice in service recovery and customer satisfaction: evidence from the malaysian hotel industry |
| topic | G Geography (General) G 154.9 Tourism |
| url | http://eprints.sunway.edu.my/1809/ http://eprints.sunway.edu.my/1809/ http://eprints.sunway.edu.my/1809/1/Cheng%20Boon%20Liat%202015%20Perceived%20Justice%20in%20Service%20Recovery%20and%20Customer%20Satisfaction...%20Boon%20Liat%2C%20C.pdf |