Impact of Service Recovery on Customer Satisfaction in Hospitality Industry of Pakistan

Abstract

The reason behind this research is to identify and assess the outcome of service recovery on customer satisfaction in hospitality industry of Pakistan. The research aimed to highlight the significant relationship between the system recovery and satisfaction of customer. This study has been conducted in two twin cities of Pakistan i.e. Islamabad and Rawalpindi. This study has used two methods of data collection which is primary and secondary data. Furthermore, the questionnaire method technique is used for primary data and whereas for secondary data collection is gathered from online journals and research articles. Convenience sampling has been employed as the sampling strategy for this study. Sample size taken is 240. Results have clearly shown that service recovery has positive effect on customer satisfaction as far as hospitality industry is concerned. Results have also shown that employee empowerment moderates relationship between service recovery and customer satisfaction. This study is of great significance as it provides a plan of action, which if employees of hotels adopt, it will assist them to be at a better position to resolve issues related.

Keywords: Service Recovery, Customer Satisfaction, Hospitality Industry.