Service recovery strategies and its effectiveness toward customer satisfaction in restaurants at hotal establishment

Abstract

This study was conducted to investigate the effectiveness of service recovery using customer satisfaction at restaurant in hotel establishment that involving 110 respondents. It also consists of determining the types of service failure that usually occurred and service recovery being used to solved the failure. The study was conducted at three township of Cameron Highland that being selected using convenience sampling and snowball sampling being used to select the respondents. Survey questionnaire has been used as instrument for the data collection. The result found that more than half of a respondent was female in age group between 21 until 40 years old. Malay respondents dominated the total of respondents compare to other races (Chinese, Indian and others), most of them are married and graduated in diploma or degree from university. Income range per month for most of the respondent was between RM2001 until RM4000. Furthermore, slow service being recorded as highest failure for group I, no smoking area for group 2 and staff have poor attitude and use an inappropriate language for failure in group 3. Moreover, manager intention was the common recovery being used by the restaurant and most of the respondents satisfy with the overall recovery process, the staff and the outcome of the recovery.