Managing Customer Complaints in the Banking Sector in B&H Cover Image

Upravljanje žalbama kupaca na primjeru bankarskog sektora u BiH
Managing Customer Complaints in the Banking Sector in B&H

Author(s): Zijada Rahimić, Amra Kožo
Subject(s): Economy
Published by: Ekonomski fakultet u Sarajevu
Keywords: complaint management; banking sector; organizational learning; customers; customer satisfaction

Summary/Abstract: In today's highly competitive environment, customers have high expectations regarding the products and services they use. Moreover, dissatisfied customers present a unique force in the formation or destruction of organizational reputation. Complaints and suggestions relating to certain disadvantages when selling products or providing services are a natural thing. Good management of customer complaints and the possibility of repairing defects should be the cornerstone of organizational strategy aimed at satisfying customers. The aim of this study was to investigate the customer satisfaction in the B&H banking sector, as well as responsiveness of B&H banking sector to the needs and desires of customers. The first part of the paper specified short theoretical overview. Also, it briefly presents some of the techniques, models and possibilities of their applications in banking sector in B&H. The second part of the paper presents the questionnaire and the results of a survey conducted in the banking sector in B&H from the perspective of customers. Last part of the paper presents the limitations of the research, as well as suggestions and directions for further research.

  • Issue Year: 2010
  • Issue No: 30
  • Page Range: 572-587
  • Page Count: 16
  • Language: Bosnian
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