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Survey Research on Relationship among Service Failures, Service Recovery and Customer Satisfaction

机译:服务故障,服务恢复与客户满意度之间关系的调查研究

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The author conducts a survey research on the service in a third-class hospital in Beijing. Patients and their relatives, who have consumed service in the hospital, are asked to answer questionnaires. Validating function of structural equation modeling (SEM) is used to testify: (1) influence of service failures on service recovery is remarkable and positively correlative; (2) influence of service recovery on customer satisfaction is remarkable and positively correlative; (3) influence of service failures on customer satisfaction is remarkable and negatively correlative. Service recovery needs to be carried out increasingly when there are more and more service failures. Service recovery plays a very important role in service satisfaction. Correlation between service recovery and satisfaction is remarkable and positive.Correlation between service failures and service satisfaction is remarkable and negative.
机译:作者对北京一家三级医院的服务进行了调查研究。要求在医院服役的患者及其亲属回答问卷。结构方程模型(SEM)的验证功能用于证明:(1)服务故障对服务恢复的影响显着且正相关; (2)服务恢复对客户满意度的影响显着且正相关; (3)服务失败对客户满意度的影响显着且负相关。当服务故障越来越多时,服务恢复就需要越来越多地进行。服务恢复在服务满意度中起着非常重要的作用。服务恢复与满意度之间的显着性和正相关性。服务故障与服务满意度之间的显着性和负相关性。

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