| dc.description.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). | en_ZW |
