BANKING SERVICE RECOVERY STRATEGIES: ENHANCING RELATIONSHIP QUALITY AND BEHAVIORAL INTENTIONS
BANKING SERVICE RECOVERY STRATEGIES: ENHANCING RELATIONSHIP QUALITY AND BEHAVIORAL INTENTIONS

Summary/Abstract: This study explored the effect of service recovery strategies (apologies, explanations, empathy) on customer relationship quality and repurchase intentions in the Egyptian banking sector. Data were collected from a large sample of 517 Egyptian bank customers who experienced service failure through an online survey. The data was analysed using SmartPLS 4 software, and the results showed that service recovery strategies such as apologies, explanations, and empathy significantly positively impact customer relationship quality. Moreover, the results also emphasized the critical role of high relationship quality in enhancing customers repurchase intentions. Consequently, these findings indicate the importance of banking organizations systematically adopting service recovery strategies and building strong customer relationships to maintain satisfaction and repurchase intentions. Furthermore, this study contributes to a better understanding of the role of service recovery strategies in customer relationship management in Egyptian banking.

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