Is the Chilean Banking Industry Managing Effectively the Complaints of Its Customers?

Abstract

This paper shows that the service recovery dimensions that are the most important for Chilean banking customers are reversing bank mistakes, compensation, treatment of the customer, complaint handling time and customer time and effort and employee's power to make decisions. The research also shows that the two most important dimensions are the worst evaluated by Chilean customers and that there is not a significant difference in the evaluation of customers of different banks and customers with different levels of education. In terms of the influence of gender, the results show that the satisfaction with service recovery efforts in the banking industry is not influenced by gender.