Identifying and Prioritizing Service Recovery Strategies of Internet Service Providers (ISPs) from Customer's Viewpoint by Using Fuzzy AHP Approach

Today, service recovery strategies as an effective tool for retaining those customers, who are dissatisfied with the services, have become the focus of numerous Studies. The aim of this study is to identify and prioritize service recovery Strategies of Internet service providers (ISPS) for their service failures from customer's viewpoint. This is an applied and qualitative research. The statistical population of this study is the broadband customers of Mashhad city. The sample size is 383 persons, and the sampling method is Proportional Stratified Sampling. In this research, Fuzzy AHP approach and Microsoft Excel 2010 software are utilized. The results indicate that empowerment is ranked as the first important variable and Atonement, Explanation, Communication, Tangibles and Feedback are ranked as second to sixth variables.