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首页> 外文期刊>Journal of Marketing and Consumer Research >Investigating the Effects of Customer Complaints and Feedback Management on Customer Satisfaction in Select Banks in Anambra State, Nigeria
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Investigating the Effects of Customer Complaints and Feedback Management on Customer Satisfaction in Select Banks in Anambra State, Nigeria

机译：在尼日利亚阿南布拉州，调查客户投诉和反馈管理对部分银行客户满意度的影响

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This work examined the effect of customer compliant and feedback management on customer satisfaction in the Nigerian banking sector. In this study, turnaround time of banks to resolve complaints, banks response to customer complaints (responsiveness), employee courtesy, communication of service failures and handling process and service recovery were employed as the explanatory variable while customer satisfaction was employed as the dependent variable. In line with this, five hypotheses were formulated for the study. Relevant conceptual, theoretical and empirical literatures were reviewed in order to identify the knowledge gap. The study is anchored on equity theory. The study adopted survey research design. Primary data were used in the study. A total of 400 customers of five selected banks in Anambra Central Senatorial District were sampled for the study. Questionnaire was employed as the instrument of data collection. The data generated were analyzed using descriptive statistics, correlation analysis and multiple regression analysis. Turnaround time of banks to resolve customer complaint, banks response to customer complaints (responsiveness), communication of service failures and handling process and service recovery were found to have significant effect on customer satisfaction, while employee courtesy was found to have an insignificant effect on customer satisfaction in selected sampled banks in Anambra Central Senatorial District. The study concludes that complaints and feedback management has significant effect in customer satisfaction in banks in Anambra Central Senatorial District. The study recommends that banks should reduce their turnaround time to resolve compliant, ensure service recovery and retrain their employees on effective and quality service delivery to customers.
机译：这项工作研究了客户合规性和反馈管理对尼日利亚银行业客户满意度的影响。在这项研究中，以银行解决投诉的周转时间，银行对客户投诉的响应（响应），员工礼貌，服务故障的沟通以及处理过程和服务恢复为解释变量，而以客户满意度为因变量。与此相应，为该研究提出了五个假设。审查了相关的概念，理论和经验文献，以识别知识差距。该研究基于公平理论。该研究采用了调查研究设计。研究中使用了主要数据。阿南布拉中央参议院区的五家选定银行的400名客户被抽样进行了研究。问卷被用作数据收集工具。使用描述性统计，相关分析和多元回归分析对生成的数据进行分析。发现银行解决客户投诉的周转时间，银行对客户投诉的响应（响应），服务故障的沟通以及处理过程和服务恢复对客户满意度有重要影响，而员工礼节对客户的影响则微不足道。对Anambra Central Senatorial District选定银行的满意度。该研究的结论是，投诉和反馈管理对Anambra Central Senatorial District银行的客户满意度有重要影响。该研究建议银行应减少周转时间以解决合规性问题，确保服务恢复并对员工进行有效，优质的服务交付客户培训。

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