Abstract

The main objective of this study was to verify causal relationship between quality of service recovery processes and customer satisfaction. In total, 808 customer(insurant) participated in the survey. An exploratory common factor analysis was performed to verify factor structure of 12 items that were supposed to measure the quality of service recovery processes. The results showed that there are three service recovery quality factors: Interaction, Results, and Procedure. To identify the relationship between customer satisfaction and its antecedents, the multiple regression analysis was performed. The results showed that customer satisfaction was directly affected by three quality factors. The covariance structure analysis was conducted to testify the structural relationship among three service recovery quality factors, customer satisfaction, and its effects. The results revealed that the proposed hypothetical model was well-fitted to the data. The implication, some possible limits, and the future directions of the present research were discussed.