IMPACT OF SERVICE RECOVERY ON CUSTOMER SATISFACTION AMONG COMMERCIAL BANKS IN EKITI STATE

Abstract

The study examined the impact of service recovery on customer satisfaction among commercial banks in Ekiti State. Specifically, the study investigated the effect of distributive justice, procedural justice and interactional justice on customer satisfaction among commercial banks in Ekiti State. A descriptive survey research design was adopted for the study. The population of the study comprised the customers of four commercial banks were sampled which are First Bank, Wema Bank, Polaris Bank and Heritage Bank. The sample size was 147. Primary data used for the study were gathered through the administration of structured questionnaire. Data gathered were analysed using multiple regression. The study found that distributive justice has significant effect on customer satisfaction; Furthermore, the study found that procedural justice significant effect on customer satisfaction; finally, the study found that interactional justice has significant effect on customer satisfaction. The study concluded that service recovery is significantly and positively related to customer satisfaction among commercial banks in Ekiti State.