Perceived Interactional Justice of Service Recovery and Post-recovery Satisfaction: A Study of Domestic Airline Customers in South West Nigeria

Abstract

This study examined perceived interactional justice of service recovery and post-recovery satisfaction: a study of domestic airline customers in south west Nigeria. This study adopted the perceived justice theory to service recovery with the three dimensions of justice underpinning the study’s conceptual framework/research model. Quantitative research design was employed. The unit of analysis comprised of domestic airline customers in south west geopolitical zone of Nigeria. Quota and purposive sampling were the sampling techniques and a sample of 1,998 respondents was statistically drawn using Cochran. Questionnaire was the research instrument; exploratory factor analysis through principal component extraction method was used to statistically measure construct validity while Cronbach Alpha was used to establish the reliability of the instrument. Hypothesized relationships in the path diagram resulting from the research model were tested using Partial Least Square Structural Equation Modeling (PLS-SEM) with the aid of IBM®SPSS®AMOSTM25. The finding of this study showed that interactional justice had significant and positive influence on post-recovery satisfaction. It was recommended that airline companies operating in the study area should focus more attention to interactional justice by ensuring prompt response, politeness, listening to customer’s complaints individually, and makes good efforts to tackle the complaints in a satisfactory manner.