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Yuli Liestyana
Jurusan Manajemen Fakultas Ekonomi UPN Veteran Yogyakarta Jl. SWK 104 (Ringroad Utara) Condongcatur Yogyakarta 55283
Economics, Econometrics & Finance

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SERVICE RECOVERY SEBAGAI UPAYA PENINGKATAN KUALITAS LAYANAN PERBANKAN Yuli Liestyana
Jurnal Keuangan dan Perbankan Vol 12, No 1 (2008): January 2008
Publisher : University of Merdeka Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (289.44 KB) | DOI: 10.26905/jkdp.v12i1.877

Abstract

This study focused on an empirical investigation of service failure and service recoveryin retail banking. Different types of failures and recovery strategies used by banks wereidentified by using critical incident interviews. A survey questionnaire was then developed tomeasure customers perceptions of the magnitude of service failure and the effectiveness ofservice recovery strategies. A number of research hypothesis were tested relating to thecustomers evaluations of particular banking failure and recovery strategies, their previousexperience of failure, demographic variables, and relationship. 400 questionnaires werecollected from customers of the banks in Yogyakarta. Service failure and service recovery foundthat importance and effectiveness, customers assessment were different between theexperienced and the non-experienced customers in several items, also among the customerswith different demographic variables. The different level of customer commitment causedsignificant difference of customers demand of service recovery.
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