Complaint Management Processes and Customer Satisfaction among Clients of Commercial Banks in Kenya

Abstract

The purpose of this study was to establish the association between Complaint Management Processes and Customer Satisfaction. A case of Commercial Banks in Kenya was used to achieve the objectives of the study. Primary Data was collected by use of structured questionnaires for customers and interviews for Management. Multistage sampling method was used to select a sample of 385 respondents where a response rate of 72.6% was obtained. Data was analyzed using descriptive statistics, correlation and regression analysis utilizing SPSS software. The findings indicate that all the Processes of complaint management analyzed in this study, had a statistically significant association with customer satisfaction. The   study concludes that there is a positive impact of all complaint management processes on customer satisfaction and that efficient management of customer complaints increases customer satisfaction significantly. This paper adds to the existing body of knowledge on customer complaints, empirical evidence of the extent to which Complaint Management influences customer satisfaction more specifically in the banking sector.