SERVICE RECOVERY AND NET PROMOTER SCORE IN THE TRANSPORTATION SECTOR OF NIGERIA

Abstract

Customer satisfaction and loyalty stand as pivotal determinants of organizational success in the evolving sector of transportation. This study explores the intricate relationship between Service recovery effectiveness and Net Promoter Score (NPS) within the transportation sector, focusing on selected transport companies in Niger Delta region of  Nigeria. Through a mixed-methods approach and a sample size of 400 participants, the research identifies key factors influencing customer satisfaction and loyalty in Service recovery scenarios. Findings reveal a significant positive correlation between perceived Service recovery effectiveness and NPS, aligning with the Service Recovery Paradox theory, a Negative NPS score was also observed, indicating improvement on key factors highlighted by factor analysis. This study contributes valuable insights into enhancing service delivery, fostering customer loyalty, and driving organizational  growth within the transportation sector. Keywords:  Service recovery, Net Promoter Score (NPS), Transportation sector, Customer satisfaction, Service quality.