Impact of Service Failure on Repurchase Intention: Mediated by Customer Satisfaction in Textile Industries: Special Reference to Textile Industry in Bandarawela District

Abstract

One of the most problematic issues to face textiles in recent years has been service failure/breakdown in this COVID 19. The customer’s perspective on the service quality is highly significant in textile service sector as in any other sector. The biggest threat posed by textile industry service failures is the possibility of negatively influencing the customer’s opinions on the service they receive and the service provider they work with. Therefore, textile service providers should implement an effective recovery action in the shortest time possible and satisfy the customer. This study focusses on “impact of service failure on customer satisfaction and repurchase intention in textile”. Primary and secondary data have been used for the study. For the primary data, data were collected from 203 textile customers in Bandarawela. Primary and secondary data that have been used for the study. For the primary data, data were collected from 203 textile customers in Bandarawela. According to the analysis results, there is a high level of service failure and it negatively impact on customer satisfaction and repurchase intention and customer satisfaction plays a mediating role between service failure and customer repurchase intention