الفهرس 
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Abstract
This study aims to investigate directly, and indirectly, the relationships between service recovery strategies, service recovery satisfaction, trust, commitment, and loyalty concerning internet customers in Dakahliya governorate, Egypt. We have studied these relationships using the partial least squares (PLS) approach. A conceptual framework was developed to test the relationship between the study’s variables. A quantitative method with deductive approach was chosen in this research. In order to collect primary data, a questionnaire was designed and data has been collected from internet service customers inDakahliya governorate. The valid questionnaires are 430. SPSS and WarpPLS 5.0 software were used toanalyze the primary data, and to measure the direct and indirect relationshipsbetween more than two variables. The results of this study mainly show that some service recovery strategies have a significant direct positive effect on both service recovery satisfaction and customer loyalty of internet customers. Furthermore, service recovery satisfaction, customer trust, and customer commitment have a big role in influencing internet customer loyalty. In addition, service recovery satisfaction has a significant positive effect on both customer trust and customer commitment. Further, customer trust significantly affects customer’s commitment. The results of this study also show that service recovery satisfaction mediates the relationship between some service recovery strategies and customer loyalty. Moreover, customer trust mediates the positive impact of service recovery satisfaction on the internet customer’s commitment and loyalty. As well as, customer commitment mediates the positive influence of service recovery satisfaction and customer trust on the internet customer’s loyalty. Finally, the relationship quality variables as a whole (SRS, CT, CC) fully mediate the positive relationship between some service recovery strategies and customer loyalty of internet customers. Some theoretical and managerial implications of these findings are discussed.