Abstract
This study aims at identifying the most important impacts of complaints' handling on customers' satisfaction in the commercial banks' in Jordan, also aims to provide recommendations and suggestions to the top managements to handle customers' complaints in order to enhance customers' satisfaction. The sample of the study consists of five commercial banks in Jordan (Housing Bank, Arab Bank, Bank of Jordan, Cairo Amman Bank And Ahli Bank) of 419 questionnaires were distributed in several phases until 384 questionnaires have been confirmed. Complaints' handling was the main domain of the study as the dependent variable and consists of six dimensions which are considered to be the sub independent variables for the purpose of the study (service recovery, service quality, switching cost, service failure, service guarantee and perceived value) and the dependent variable was customer satisfaction. The results of the research showed that there is a statistically significant impact of the overall dimensions of complaint handling (service recovery, service quality, switching cost, service failure, service guarantee, and perceived value) on customer satisfaction.
Highlights
The first law of service quality and productivity is: do it right the first time, but organizations can't ignore the fact that failures continue to occur, sometimes for reasons outside the organization's control (Lovelock & Wirtz, 2011), currently, banks are concentrating on satisfying customers from their unique services (Hasan et al, 2011).According to the aforesaid, customer satisfaction cannot be achieved without the fundamental contribution of the customer contact-employees who provide the service
The objectives of this study are as follows: 1) To identify the highest dimensions of impact in complaint handling on customer satisfaction in the commercial banks in Jordan
This study reports the finding of two studies, draws on mental accounting theory to examine the effect of the relationship between service failure and service recovery on customer satisfaction
Summary
Customer satisfaction cannot be achieved without the fundamental contribution of the customer contact-employees who provide the service. Studies show that the majority of complaints are made at the place where the service was received, past research developing and implementing a customer feedback system and found that more than 99 percent of customer feedback was given face to face or over the phone to customer service representatives. Less than (1) percent of all complaints were submitted via email, letter, customer feedback cards, or the firms' website (Lovelock & Wirtz, 2011). With the growing concern of the banks to deliver the best service has encouraged the researcher to study the impact of complaints' handling on the banks customers' satisfaction
Sign-in/Register to view highlights & summary Sign-in/Register to access full text options 
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 callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
