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The mediating influence of service failure explanation on customer repurchase intention through customers satisfaction

Arun Kumar Tarofder (Faculty of Business Management Professionals, Management and Science University, Shah Alam, Malaysia)
Seyed Rajab Nikhashemi (Department of Marketing, Sunway University, Subang Jaya, Malaysia)
S.M. Ferdous Azam (Faculty of Business Management and Professional Studies, Management and Science University, Shah Alam, Malaysia)
Prashantini Selvantharan (Graduate School of Management, Multimedia University, Cyberjaya, Malaysia)
Ahasanul Haque (Department of Business Administration, International Islamic University Malaysia, Kuala Lumpur, Malaysia)

International Journal of Quality and Service Sciences

ISSN: 1756-669X

Article publication date: 21 November 2016

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2477

Abstract

Purpose

The purpose of this paper is to examine the effect of explanation on customer satisfaction in the service failure stage. It seeks to better understand the dynamics of consumer repurchase intention through a mediating effect of customer satisfaction.

Design/methodology/approach

A structured questionnaire was e-mailed to collect the primary data. With three reminders, this study managed to obtain 322 responses from customers who complained about their internet service in Malaysia. Structural equation modelling techniques were applied to examine both direct and mediating effects between variables.

Findings

Results reveal that all four dimensions of explanation have significant partial mediating effect on repurchase intention through customer satisfaction. Results also disclose that there is no significant relationship between excuse and customer satisfaction in service failure. Among all dimensions, reference and apology have higher influence on repurchase intention through customer satisfaction.

Research limitations/implications

The results are particularly valuable for managers, as it supports the role of using explanation as a practical tool for fostering positive and profitable outcomes like repeat customer purchases.

Practical implications

The findings of this study will help organisations rethink their explanation strategies with the eye to foster greater customer repurchase intention.

Originality/value

The results are particularly valuable for managers, as they support the role of using explanation as a practical tool for fostering positive and profitable outcomes like repeat customer purchases.

Keywords

Citation

Tarofder, A.K., Nikhashemi, S.R., Azam, S.M.F., Selvantharan, P. and Haque, A. (2016), "The mediating influence of service failure explanation on customer repurchase intention through customers satisfaction", International Journal of Quality and Service Sciences, Vol. 8 No. 4, pp. 516-535. https://doi.org/10.1108/IJQSS-04-2015-0044

Publisher

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Emerald Group Publishing Limited

Copyright © 2016, Emerald Group Publishing Limited