• ISSN: 2010-023X
    • Frequency: Bimonthly
    • DOI: 10.18178/IJTEF
    • Editor-in-Chief: Prof.Tung-Zong (Donald) Chang
    • Executive Editor: Ms. Cherry L. Chen
    • Abstracting/ Indexing: Engineering & Technology Digital Library, ProQuest, Crossref, Electronic Journals Library , EBSCO, and Ulrich's Periodicals Directory
    • E-mail: ijtef@ejournal.net
IJTEF 2014 Vol.5(2): 159-160 ISSN: 2010-023X
DOI: 10.7763/IJTEF.2014.V5.361

The Impacts of Complaint Satisfaction on Corporate Reputation: A Study on Banking Sector

Adnan Duygun, S. Ahmet Menteş, and Ahmet Kubaş
Abstract—This research aims to develop and test a model to reveal the influence of complaint satisfaction on corporate reputation. Data were gathered through survey from bank customers who complained about banking service in any issue at least once and whose complaints were evaluated by the bank during the last year. The results show that the customers have not been satisfied concerning their complaints. The results exhibit that the complaint satisfaction has positive effects on corporate reputation.

Index Terms—Complaint satisfaction, corporate reputation, expected justice, perceived justice.

Adnan Duygun is with Istanbul University, Istanbul 34413 Turkey (e-mail: adnanduygun@yahoo.com).
S. Ahmet Menteş and Ahmet Kubaş are with Namık Kemal University, Tekirdag 59000 Turkey (e-mail: ahmetmentes@yahoo.com, ahmetkubas@yahoo.com).

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Cite: Adnan Duygun, S. Ahmet Menteş, and Ahmet Kubaş, "The Impacts of Complaint Satisfaction on Corporate Reputation: A Study on Banking Sector," International Journal of Trade, Economics and Finance vol.5, no.2, pp. 159-160, 2014.

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