期刊名称：International Journal of Academic Research in Business and Social Sciences
电子版ISSN：2222-6990
出版年度：2018
卷号：8
期号：15
页码：33-48
DOI：10.6007/IJARBSS/v8-i15/5091
语种：English
出版社：Human Resource Management Academic Research Society
摘要：This paper empirically investigates the causal relationship between service delivery failures and service recovery. Using causal research design through a quantitative method, self-reported and self-administered questionnaire, this research surveyed the individual customers who had experience of dining at Malay medium restaurants. A total of 481 completed questionnaires were successfully collected. Through the Structural Equation Modelling (SEM) with AMOS software, some useful insights are significantly obtained. Result show that there is a strong link between service delivery failure and service recovery. There is evident that service delivery failure in Malay medium restaurants relate to cleanliness of the food, entertainment and dining environment. Besides that, waiting for service, unavailability of the menu card, unfriendly and unhelpful staffs also cause the causation. Most importantly, the level of service recovery in Malay medium restaurants is still poor and the employees are not properly trained to deal with customers’ complaints. This pessimistic indication undoubtedly drew several practical implications to the Malay medium restaurant operators.
