The Effectiveness of Customer Complaints Handling Systems in the Commercial Banking Sector: A Case Study of Commercial Banks in Harare
Greener Journal of Business and Management Studies
The inevitability of service failure in banks and other service businesses is putting customer complaints and service recovery systems at the centre of survival core competencies. To ensure effective complaints handling and customer satisfaction, commercial banks need to understand the reactions and feelings of the concerned customers on their previous service failure and recovery encounters. A cross sectional questionnaire survey with 168 corporate customers indicated that customers were not
... ustomers were not satisfied with recovery efforts in the area of delayed recovery time, fear of employee fight back, failure to listen to customer experiences and inaccessible complaints handling systems. Perceptions of complaints handling and service recovery approaches were found to be partly influenced by gender and mainly associated with duration of holding the bank account. The study recommends all service businesses and commercial banks in particular, to periodically measure customer satisfaction with the complaints handling and service recovery efforts.