Disclosure and customer complaints handling: evidences from a sample of Italian banks

Elisabetta D'Apolito () and Stefania Sylos Labini ()
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Elisabetta D'Apolito: University of Foggia
Stefania Sylos Labini: University of Foggia

Rivista Bancaria - Minerva Bancaria, 2014, issue 5-6

Abstract: This research analyzes disclosure level in relation to handling complaints in a sample of Italian banks, investigating at the same time on its determinants. The investigation covered the period 2010-2012. After building an indicator based on the information that banks provide in their websites and in corporate documents, we estimate the relationship between the disclosure of certain banks’ financial and organizational variables. The results show that: the level of disclosure has increased, in conjunction with recent regulation of claims examined in this work, the significance of the size and efficiency variables, as well as the internal organizational arrangements for handling complaints - internal management vs. outsourcing.

Keywords: customer complaints; disclosure; italian banks (search for similar items in EconPapers)
JEL-codes: G21 G28 G29 (search for similar items in EconPapers)
Date: 2014
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