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

摘要

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.