Bank Service Complaint Handling: Effects on Bank Customers’ Satisfaction in Nigeria

Obasi, Obasi K, Abugu, James O, Chukwu, Amaechi M


The study investigated the effects of bank customers’ complaints handling on customers satisfaction in the selected Banks in Enugu – Nigeria. Survey method with the aid of questionnaire was used to elicit relevant data from a sample of 357 respondents within the area of the study. Data obtained were presented and analysed using statistical package for social science (SPSS) version 23. The hypotheses for the study were tested and findings showed that Banks responsiveness to complaints by customers, service guarantee and recovery has significant and positive effect on bank customers’ satisfaction. It was therefore concluded that service complaints resolutions significantly effect customers’ satisfaction positively. The study recommended that organization should exert quick response to customers’ complaint, engage in effective guarantee and service recovery to build customers confidence, satisfaction, trust and gain their patronage and loyalty.

Keywords: Effects, complaint Handling, responsiveness, guarantee, Service recovery, satisfaction

DOI: 10.7176/JMCR/67-05

Publication date: April 30th 2020

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