This study examined the role of service recovery in improving the level of customer loyalty through service recovery satisfaction applied to internet customers in Dakahlia Governorate. The sample size of 430 has been reached using Online survey, which was designed on the search engine Google drive.
The study find that there is a significant positive impact for some repair service recovery dimensions : Problem solving, provide explanations, empathy, compensation and follow-up on attitudinal loyalty, also the study found that there are significant positive impact for some service recovery dimensions: Problem solving, empathy and compensation on behavioral loyalty.
There is a significant positive impact for some service recovery dimensions : Problem solving, provide explanations, Prompt handling, compensation and follow-up on service recovery satisfaction, in addition to that service recovery satisfaction has a big role in influencing both the attitudinal and behavioral loyalty. Also it found that service recovery satisfaction fully mediates the relationship between - Problem solving, provide explanations, empathy, compensation , follow-up - and attitudinal loyalty, also found that service recovery satisfaction fully mediated the relationship between - Problem solving , compensation - and behavioral loyalty.