—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
—Complaint satisfaction, corporate reputation,
expected justice, perceived justice.
Adnan Duygun is with Istanbul University, Istanbul 34413 Turkey
S. Ahmet Menteş and Ahmet Kubaş are with Namık Kemal University,
Tekirdag 59000 Turkey (e-mail: firstname.lastname@example.org,
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.