Abstract
The purpose of this study was to examine the influence of service recovery upon recovery satisfaction and loyalty in local marine sport resorts.BR For this study, 250 customers who had complains from the local marine sport resorts in 2015 were chosen as the sample through convenince sampling method. The questionnaire was used, and the data was analyzed by using SPSS 18.0 and AMOS 19.0.BR The results of this study were as follows;BR Firstly, the local marine sport resorts’ service recovery efforts have a positive effect on recovery satisfaction.BR Secondly, the local marine sport resorts’ service recovery efforts do not have a significant effect upon loyalty.BR Lastly, recovery satisfaction has a positive effect upon loyalty.
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