A case study on customer complaints, retention and shift of a private sector bank
Published: 2010
Author(s) Name: Dr. C.Vijaya Banu, Ms. R.Amudha
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Abstract
In the modern competitive world, service process performance is the most important to achieve competitive advantage. This is possible through excellent services provided by the companies. Nowadays, the customers prefer a company by the way in which the services are offered to them. The best way to ensure the survival, success, and prosperity of an organization is for its managers to recognize the contribution of service failure and the accompanying customer feedback. Reducing the number of dissatisfied customers and increasing the number of satisfied customers will increase the sales by improving the customer loyalty. Attracting and crucially keeping customers for long-term is the key challenge of any organization. For this purpose, the customers’ complaint variable is studied in this case as an influencing factor on customer satisfaction.
Keywords: customer complaints, shift, retention, loyalty and complainers
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