Greener Journal of Business and Management Studies Vol. 6 (1), pp. 021-027, April 2016
ISSN: 2276-7827 © 2015 Greener Journals
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.
Anderson E.W., Fornell, C and Lerman, D.R (1994). Customer Satisfaction, Market Share, and Profitability: Findings from Sweden. Journal of Marketing.Vol 58.pp.53-66
Claire P. Bolfing, (1989) "How do Customers Express Dissatisfaction and What can Service Marketers do about it?” Journal of Services Marketing, Vol. (3) 2, pp.5 – 23
Creswell JW (2009). Research Design, Qualitative, Quantitative, and Mixed Methods Approaches, 3rd Edition, SAGE Publications, Singapore
Dusuki, A. W., & Abdullah, N. I. (2007). Why do Malaysian Customers Patronize Islamic Banks?International Journal of Bank Marketing, Vol (25)3.pp 142-160
Erol, C., & El-Bdour, R. (1989).Attitude, Behaviour and Patronage Factors of Bank Customers towards Islamic Banks.International Journal of Bank Marketing, 7(6), 31-37. http://dx.doi.org/10.1108/02652328910132060
Haron, S, Ahmad, N &Planisek, SL. (1994).Bank patronage factors of Muslim and non-Muslim customers. International Journal of Bank Marketing, 12:1, 32-40
Komunda, M. &Oserankhoe, A. (2012), Effects of Service Recovery on Customer Satisfaction and Loyalty.Business Process Management Journal, 18, 1, 82-103.
Landon, E.L. (1977). 'A model of consumer complaint behaviour', in Day, R.L. (ed.) Consumer satisfaction, dissatisfaction and complaining behaviour. Papers from a Marketing research Symposium, School of business, Indiana University, Bloomington,, pp. 31-35.
Lovelock, C. Patterson, P. & Walker, R. (2001).Services Marketing an Asia-Pacific Perspective, 2nd Ed. Pearson, Sydney.
Richins, M.L. (1983), Negative word-of-mouth by dissatisfied consumers: a pilot study. Journal of Marketing, 47, 68-78.
Singh SB (2006). Customer Management in Banks.Vinimaya, 37(3): 31-35.
Tronvoll, B. (2007). Complainer characteristics when exit is closed. International Journal of Service Industry Management, 18, 25-51.