Bank Service Complaint Handling: Effects on Bank Customers’ Satisfaction in Nigeria

Journal of Marketing and Consumer Research Pub Date : 2020-04-01 DOI:10.7176/jmcr/67-05

Obasi K. Obasi, J. Abugu, Amaechi M. Chukwu

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引用次数: 1

Abstract

The study investigated the effects of bank customers’ complaints handling on customers satisfaction in the selected Banks in Enugu – Nigeria. Survey method with the aid of questionnaire was used to elicit relevant data from a sample of 357 respondents within the area of the study. Data obtained were presented and analysed using statistical package for social science (SPSS) version 23. The hypotheses for the study were tested and findings showed that Banks responsiveness to complaints by customers, service guarantee and recovery has significant and positive effect on bank customers’ satisfaction. It was therefore concluded that service complaints resolutions significantly effect customers’ satisfaction positively. The study recommended that organization should exert quick response to customers’ complaint, engage in effective guarantee and service recovery to build customers confidence, satisfaction, trust and gain their patronage and loyalty. Keywords: Effects, complaint Handling, responsiveness, guarantee, Service recovery, satisfaction DOI: 10.7176/JMCR/67-05 Publication date: April 30 th 2020

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银行服务投诉处理:对尼日利亚银行客户满意度的影响

本研究调查了尼日利亚埃努古选定的银行客户投诉处理对客户满意度的影响。采用问卷调查的方法，从研究区域内的357名受访者中获得相关数据。获得的数据被呈现并使用社会科学统计软件包(SPSS)第23版进行分析。对研究假设进行了检验，结果表明银行对客户投诉的响应、服务保障和恢复对银行客户满意度有显著的正向影响。因此，服务投诉解决对顾客满意度有显著的正向影响。研究建议组织应对顾客的投诉作出快速反应，进行有效的保障和服务补救，以建立顾客的信心、满意、信任，获得顾客的惠顾和忠诚。关键词:效果，投诉处理，响应性，保证，服务恢复，满意度DOI: 10.7176/JMCR/67-05出版日期:2020年4月30日

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Journal of Marketing and Consumer Research

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