Impact of Service Recovery on Customer Loyalty to Online B2C Dealer

Finding how service recovery impact the customer loyalty is of great significance for e-commerce service enterprises. This empirical study uses factor analysis and structural equation model to establish a model explaining the relationship between online service recovery and customer loyalty. Data analyses prove that service recovery is consist of five dimensions: explanation, communication, policy, feedback and compensation. Three dimensions-compensation, policy and feedback are found to have significantly influences on customer satisfaction and customer loyalty.