The Impact of Complaints' Handling on Customers' Satisfaction: Empirical Study on Commercial Banks' Clients in Jordan

  •  Mohammad Shammout    
  •  Shafig Haddad    


This study aims at identifying the most important impacts of complaints' handling on customers' satisfaction in the commercial banks' in Jordan, also aims to provide recommendations and suggestions to the top managements to handle customers' complaints in order to enhance customers' satisfaction.

The sample of the study consists of five commercial banks in Jordan (Housing Bank, Arab Bank, Bank of Jordan, Cairo Amman Bank And Ahli Bank) of 419 questionnaires were distributed in several phases until 384 questionnaires have been confirmed. Complaints' handling was the main domain of the study as the dependent variable and consists of six dimensions which are considered to be the sub independent variables for the purpose of the study (service recovery, service quality, switching cost, service failure, service guarantee and perceived value) and the dependent variable was customer satisfaction.

The results of the research showed that there is a statistically significant impact of the overall dimensions of complaint handling (service recovery, service quality, switching cost, service failure, service guarantee, and perceived value) on customer satisfaction.

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