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An investigation of effects of justice recovery dimensions on students’ satisfaction with service recovery in higher education environment

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Abstract

This study tried to determine the impact of dimensions of perceived justice on students’ satisfaction with service recovery in higher education institutes. For this purpose a correlational research design was used as it is an appropriate way to develop relationship between variables. Quantitative research in the form of online survey was used to investigate the antecedents of student satisfaction with service recovery. In total, 312 close-ended questionnaires were filled from respondents. Data was analyzed with the help of regression analysis. This research study confirms that distributive justice, procedural justice, and interactional justice are significant predictors of student’s satisfaction with service recovery in a higher educational institute. However, due to the nature of the sample, and the sampling technique, the findings are tentative in nature. The result of this study helps the higher educational institutions in increasing the satisfaction level of their students. This study is also filling some gaps as there were very few studies published on the subject of service recovery in higher institution settings. If managers and decision makers in higher education institutes know about factors which can create satisfaction with service recovery measures then they can increase students’repatronage of their organization and eventually the result would be “a satisfied student”. For this purpose, the paper gives several suggestions for practitioners to improve the service recovery measures.

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Acknowledgments

The authors express special thanks to the anonymous IRPNM reviewers for their useful and considered suggestions. The authors are also very thankful to Dr. Tanveer Zahara Bukhari for her support and advice in revising this article.

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Authors and Affiliations

  1. Department of Management Sciences, COMSATS Institute of Information Technology Islamabad, Park Road, Chuk Shehzad, Islamabad, Pakistan

    Muhammad Waqas, Haider Ali & Muhammad Ali Khan

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  1. Muhammad Waqas
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  2. Haider Ali
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  3. Muhammad Ali Khan
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Correspondence to Muhammad Waqas.

Appendix 1

Appendix 1

1.1 Questionnaire

Dear Participant,

I am a faculty member at COMSATS Institute of Information Technology Islamabad, conducting an interesting study to investigate the factors which affect students’ satisfaction with service recovery measures in higher education institutions.

You have experience that would be of value to me and I would very much like to know your opinions about services in your education institute. I would especially appreciate your willingness to help me in this study.

I am aware of the need to treat your findings with utmost confidentiality. The information obtained through survey will in no way reflect the identities of people participating. Your attitudes and opinions will be kept strictly confidential. Your opinions, attitudes and viewpoints towards each question are very important to me.

Thank you in advance. I deeply appreciate your cooperation in taking part in my study. If you require any further information please do not hesitate to get in touch.

Yours sincerely

Muhammad Waqas

Lecturer

Department of Management Sciences,

COMSATS Institute of Information Technology Islamabad,

muhammad_waqas@comsats.edu.pk

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Waqas, M., Ali, H. & Khan, M.A. An investigation of effects of justice recovery dimensions on students’ satisfaction with service recovery in higher education environment. Int Rev Public Nonprofit Mark 11, 263–284 (2014). https://doi.org/10.1007/s12208-014-0120-5

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