Customer complaining behaviour and its consequences in the credit card industry: an empirical investigation in the developing Indian economy Online publication date: Wed, 01-Jul-2015
by Shivendra Kumar Pandey
International Journal of Indian Culture and Business Management (IJICBM), Vol. 11, No. 1, 2015
Abstract: Understanding complaining behaviour in Indian credit card industry was the objective of this research. A foreign bank operating in India had collected customer complaint data in a natural environment and data on 957 such customers were provided by the bank. The antecedents of the complaint process were objectively measured with variables such as the number of times contacted and time taken for resolution of the complaint. The analysis revealed that customers are willing to wait a bit more for a resolution of the complaint provided they are not required to do follow ups. The bank's service quality mediates between the satisfaction from the complaint process and recommendation to a friend. Implications for managers and researchers are discussed.
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Indian Culture and Business Management (IJICBM):
Login with your Inderscience username and password:
Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.
If you still need assistance, please email subs@inderscience.com