Banking customers’ attitudes toward complaining : their likelihood of voicing a complaint and service recovery they consider appropriate.

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dc.contributor.author Petzer, D. J.
dc.contributor.author Mostert, P. G.
dc.date.accessioned 2012-11-02T15:48:59Z
dc.date.available 2012-11-02T15:48:59Z
dc.date.issued 2012
dc.identifier.citation Petzer, D.J. & Mostert, P. G. 2012. Banking customers’ attitudes toward complaining : their likelihood of voicing a complaint and service recovery they consider appropriate. African Journal of Business Management, 6(12):4462-4471. en_US
dc.identifier.issn 1993-8233
dc.identifier.uri http://hdl.handle.net/10210/8018
dc.description.abstract This paper measures the attitude of banking customers towards complaining and their likelihood to complain when a service failure is experienced at their current and another bank. Insight is also provided into the service recovery responses customers consider appropriate when a service failure is experienced. The target population included individuals in the Gauteng Province of South Africa who hold a bank account in their personal capacity. An interviewer-administered survey was used to collect data using non-probability quota sampling based upon population group and gender. A demographic profile of respondents, as well as the findings in terms of the aforementioned constructs and related hypotheses is provided. The study found that respondents have a positive attitude towards complaining, and that they are significantly more likely to voice a complaint when experiencing a service failure at their current bank than at another bank. Significant differences also exist with regard to the individual responses respondents consider appropriate when confronted with a hypothetical service failure experienced at their current bank and another bank. en_US
dc.language.iso en en_US
dc.publisher Academic Journals en_US
dc.rights © Academic Journals. 2012. Available online at http://www.academicjournals.org/AJBM. DOI: 10.5897/AJBM11.1000 en_US
dc.subject Banking industry - South Africa en_US
dc.subject Customer complaints en_US
dc.subject Services marketing en_US
dc.subject Service recovery responses en_US
dc.subject Customer relations en_US
dc.title Banking customers’ attitudes toward complaining : their likelihood of voicing a complaint and service recovery they consider appropriate. en_US
dc.type Article en_US

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