Greener Journal of Business and Management Studies

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Greener Journal of  Business and Management Studies  Vol. 6 (1), pp. 021-027, April 2016

 ISSN: 2276-7827  

Research Paper

Manuscript Number: 031416060



The Effectiveness of Customer Complaints Handling Systems in the Commercial Banking Sector: A Case Study of Commercial Banks in Harare


*Chikosha Felix, Vutete Clever


Department of Business Management, Zimbabwe Open University.


The study focused on establishing the effectiveness of customer complaints handling systems in the commercial banking sector, with a case study on commercial banks in Harare. The study became imperative due to the increasing cases of bank failures and bank closures. Customer complaints are ever increasing thus banks risk losing customers if they do not carefully attend to customer complaints. The study was carried out through the quantitative approach taking cross section survey as a research survey. A total of 200 customers were surveyed across 10 banks. Critical customer complaints from the study include high transaction charges, rigid credit facility application requirements, high interest rates, lack of product variety and inconsistencies in turnaround time for electronic transfers.


Keywords: Customer complaints, customer complaint behaviour, commercial banks.


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