Abstract
The aim of this research is to analyze the relationship between operational risk management and customer complaints in Omani banks. Initially, the current research carried out a quantitative approach on the concepts which connect the variables of the current research, where the data have been collected via a survey on commercial banks in Oman. The findings demonstrate that the operational risk management has a negative and significant link with customer complaints due to there is a proper manner in dealing with risks. On the other hand, the findings revealed that there is a negative impact on absence to deal with risks facing Omani banks. Also, it has been noted that in the event of an increase in operational risk management, customers' complaints are decreased. The current research has added a value and notable contribution lies in its elucidation for the importance of the impact of operational risk management on customer complaints in Omani banks
Highlights
Operational risk management is considered as a one of the most issues for financial institutions, especially in banks (Ahmed, Alabdullah, Shaharudin, & Putri, 2020)
The fundamental purpose of our mission is to examine the relationship between Operational Risk Management and Customer Complaints in Omani banks through the use of a Questionnaire
This research used a questionnaire for the personnel of Omani banks to analyze and study the relationship between operational risk management and customer complaints
Summary
Operational risk management is considered as a one of the most issues for financial institutions, especially in banks (Ahmed, Alabdullah, Shaharudin, & Putri, 2020). Customer complaints are considered to be very important daily problems facing banks It considered a core indicator of financial performance, customer satisfaction, and the number of new commercial bank clients (Rahim, Ahmed, Sarkawi, Jaaffar, & Shamsuddin, 2019; Uddin, Khan, & Mohammad, 2015; Uddin, Khan, & Farhana, 2014). The operational risk management aims to identify the banks that suffer from these risks, in order to make sound decisions that help the companies in dealing with risks and responding to them (Rahim, Ahmed & Faiq, 2018) It may be caused by the failure of the system associated with the bank or the people who are not sufficient experience in dealing with these risks
Sign-in/Register to view highlights & summary Sign-in/Register to access full text options 
Free) 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a call
