Effects of distributive justice complaints resolution strategies on customer satisfaction in Kenya’s banking industry

Chepkwony, Joel and Korir, Michael Kirwa and Lagat, Charles and Mumbo, Hazel Miseda and Odera, Odhiambo (2012) Effects of distributive justice complaints resolution strategies on customer satisfaction in Kenya’s banking industry. European Journal of Business and Social Sciences, 1 (7). pp. 87-96. ISSN 2235-767X

[img] PDF (Documentation)

Download (70Kb)


Maintaining a loyal customer base has witnessed banks invest in various marketing strategies among them complaint resolution strategies so as to have an ever satisfied clientele. The purpose of this study is to establish the effect of customer complaint resolution strategies on customer satisfaction. The study utilizes an explanatory survey design and focuses on all the 20 banks based in Eldoret, Kenya as at June 2010. Additionally, 2300 customers are targeted for the study. A sample of 372 customers was selected using systematic sampling techniques. A self-administered questionnaire was used to
collect primary data and both descriptive and inferential statistics were used for data analysis. The study reveals two dimensions of complaint resolution strategies; Equity and Need and explained 57% of the total variance hence distributive justice theory on complaint resolution is valid in Kenya. Results of the Hypothesis testing indicated that distributive complaint resolution strategies are significant (p<0.05) and accounts for 17% of customer satisfaction. The study concludes that distributive complaints resolution strategies are an important feedback mechanism to establish customer satisfaction levels and banks are advised to invest in them.

Statistics for USQ ePrint 22241
Statistics for this ePrint Item
Item Type: Article (Commonwealth Reporting Category C)
Refereed: Yes
Item Status: Live Archive
Additional Information: NOTE: This paper is in Vol 1, issue 7 (http://www.ejbss.com/volume-1-no-7-2012.aspx)(Paper says that it is in Issue no. 6)
Faculty / Department / School: Historic - Faculty of Business and Law - School of Accounting, Economics and Finance
Date Deposited: 28 Jan 2013 10:18
Last Modified: 18 Aug 2014 06:44
Uncontrolled Keywords: distributive justice, complaints resolution, customer satisfaction, banks, Kenya
Fields of Research : 15 Commerce, Management, Tourism and Services > 1502 Banking, Finance and Investment > 150203 Financial Institutions (incl. Banking)
15 Commerce, Management, Tourism and Services > 1505 Marketing > 150502 Marketing Communications
15 Commerce, Management, Tourism and Services > 1503 Business and Management > 150313 Quality Management
Socio-Economic Objective: B Economic Development > 91 Economic Framework > 9104 Management and Productivity > 910403 Marketing
URI: http://eprints.usq.edu.au/id/eprint/22241

Actions (login required)

View Item Archive Repository Staff Only