A Study an Unpleasant Banking Experiences and Complaint Behavior in Kazakhstan

Radmila Salemovna Jugenissova, Benjamin Chan Yin-Fah, Lim Li-Chen and Han Kok-Siew

International Journal of Asian Social Science, 2014, vol. 4, issue 7, 835-843

Abstract: Customer satisfaction is commonly discussed in various industries, but this paper one of very few studies which have investigated the unpleasant banking experiences and complaint behavior in Kazakhstan country. The data were collected through self-administered questionnaire, and distributed through non-probability snowball sampling method. A total of 100 of completed and usable questionnaires has been collected in Aktau city. The finding had identified the most unpleasant banking experiences faced by the Khazankans’ respondent as well as their action in complaint behavior. This study is important to the financial institutions to understand consumer’s unpleasant experiences and complaint behavior. The complaint management of banks could also make improvement and strengthen on reducing customer complaints.

Keywords: Customer unpleasant experiences; Customer complaint behavior. (search for similar items in EconPapers)
Date: 2014
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Persistent link: https://EconPapers.repec.org/RePEc:asi:ijoass:v:4:y:2014:i:7:p:835-843:id:2681

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