Institutional responsiveness and the quality of customer complaints management in banking service usage during security crises in Goma (D.R. Congo): Clients in distress, Banks under stress

Réactivité institutionnelle et qualité de réponses aux réclamations de la clientèle sur l'utilisation des services bancaires en période de crise sécuritaire à Goma (R.D. Congo): Clients en détresse, Banques à l'épreuve

Clément-François Wakwinga Wabenga (), Préféré Burhonyi Burhashengwa and Paul Senzira Nahayo
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Clément-François Wakwinga Wabenga: Université du Burundi = University of Burundi [Bujumbura]
Préféré Burhonyi Burhashengwa: UNIGOM - Université de Goma
Paul Senzira Nahayo: UNIGOM - Université de Goma

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Abstract: Abstract This paper has examined the institutional responsiveness of commercial banks operating in Goma (Democratic Republic of Congo), in a context marked by prolonged security instability affecting service quality. It has aimed to identify the factors that have influenced user satisfaction in the face of service disruptions, particularly regarding complaint procedures. A mixed-methods approach has been employed, combining a quantitative survey of 412 users with semi-structured interviews conducted with bank officials. The data have been analyzed using a binary logistic regression model to assess the impact of explanatory variables on reported satisfaction. The findings have shown that the clarity of procedures and the accessibility of institutional channels have had a significant effect (p < 0.05), whereas the speed of resolution has not demonstrated statistical significance (p = 0.106). These results have suggested that perceived responsiveness depends more on transparency and proximity than on speed. The study has recommended strengthening customer relationship governance through accessible, readable, and resilient mechanisms adapted to unstable environments. Keywords: «Institutional responsiveness; User satisfaction; complaint management; banking Services; Security Crisis » Classification JEL : D12, G21, L15, M31, O17

Keywords: O17 «Institutional responsiveness; Security Crisis ». Classification JEL : D12; banking Services; complaint management; User satisfaction; Crise sécuritaire ». JEL Classification : D12; Services bancaires; Gestion des réclamations; Satisfaction des usagers; « Réactivité institutionnelle; O17; O17 «Institutional responsiveness User satisfaction complaint management banking Services Security Crisis ». Classification JEL : D12; M31; L15; G21; « Réactivité institutionnelle Satisfaction des usagers Gestion des réclamations Services bancaires Crise sécuritaire ». JEL Classification : D12 (search for similar items in EconPapers)
Date: 2026-01-15
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Published in Revue Française d'Economie et de Gestion , 2026, 7 (1), pp.125-154. ⟨10.5281/zenodo.18260345⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-05460886

DOI: 10.5281/zenodo.18260345

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