SERVICE RECOVERY STRATEGIES, RECOVERY SATISFACTION AND CUSTOMER LOYALTY IN NEPALESE INTERNET SERVICE COMPANIES
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Abstract
Since the internet boom the number of users of the internet and its popularity has been growing significantly in recent years. As per Nepal Telecommunication Authority (2022)around 90% of the people of Nepal have access to the internet and there are around 58 internet service companies in Nepal. The wider reach of the internet service also means that the internet service companies need to develop themselves in such a way that the service failure happens at minimum. Nonetheless, service failure is inevitable.
Description
The primary objective of the research is to assess the effect of the strategies of service recovery on recovery satisfaction of the customers and the influence of recovery satisfaction on behavioral and attitudinal loyalty. Descriptive and explanatory research design has been employed to carry out the study. A total of 441 responses have been collected to carry out the study out of which 389 respondents had faced some kind of internet related problems. So, 389 responses have been considered valid to carry out the study.