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    Impact of complaint handling procedure on customer retention: Evidence from Steward Bank Zimbabwe

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    Chirimuuta_Impact_of_complaint_handling_procedure_on_customer_retention.pdf (1.659Mb)
    Date
    2019-12
    Author
    Chirimuuta, Farisai Melody
    Type
    Thesis
    Metadata
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    Abstract
    The main purpose of this study was to investigate the impact of an effective complaint handling system on customer retention. The components of customer complaint handling that were investigated in the study are policies and procedures, written responses, investigation process, communication channels, and corrective action. The researcher adopted the explanatory approach with the aim to explain the relationship between customer complaint handling and customer retention at Steward Bank, Zimbabwe. This research targeted all Steward bank eight (8) branches in Zimbabwe employees and customers. The eight branches are Eastgate, Joina City, 101 Kwame Nkrumah, Avondale, Bulawayo, Gweru, Mutare, and Masvingo. The sample size was 400, and 243 questionnaires were collected from customers and employees of Steward Bank, Zimbabwe. In order to statistically test the effectiveness of complaint handling to customer retention data analysis was done using the Statistical Package for Social Sciences software (SPSS) for processing of data. The study concluded that the components which are critical in customer complaint handling in order to retain customers attainment are corrective action followed by investigation, clear channels of communication, policies and procedures and lastly written responses. These components have a significant positive influence on customer retention. The following regression model was formulated. Customer Retention= 1.559+ 0.785(Corrective action) + 0.526(Investigation) + 0.322 (Clear channels of communication) + 0.205 (Policies and procedures) + 0.130 (Written responses).
    URI
    https://hdl.handle.net/10646/4498
    Additional Citation Information
    Chirimuuta, F. M. (2019). Impact of complaint handling procedure on customer retention: Evidence from Steward Bank Zimbabwe (Unpublished master's thesis). University of Zimbabwe.
    Subject
    Communication channels
    Corrective action
    Complaint handling
    Customer retention policies
    Banking Sector
    Financial institutions
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    • Faculty of Business Management Sciences and Economics e-Theses Collection [496]

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