The Effect of Consumer Perceived Justice in Complaint Management Process on Consumer Satisfaction and Repurchase: A Study on Banking Sector

Managing the complaints efficiently and developing the long-term relationships with the customers have a great importance in banking services that are an important part of service sector. The effective complaint management is related to customers’ perceived justice in this process. Customers will be satisfied and go on getting services from the bank if their complaints are solved fairly. So in this study the relationships between customer perceived justice in complaint management process and satisfaction are investigated. Additionally the relationships among customer satisfaction, repurchase intention and word of mouth are examined. According to the results perceived justice in complaint management process affects consumer satisfaction. And consumer satisfaction in this process affects consumers’ repurchase intention. On the other hand in this study it was not determined a relationship between consumer satisfaction in complaint management process and WOM