The effect of complainant's perception ofjustice on their satisfaction and future behavior: An empirical study in North Cyprusfinancial service institutions

ABSTRACT: The main purpose of this study is to examine customer complaint satisfaction and its effect on attitude and behavioural intensions of customers in banking sector of TRNC. The conceptual model was tested by using a questionnaire with 57 questions. While developing questionnaire in depth literature analyses were carried out. Model aims to measure how different organizational responses to complaints influence complainants‟ distributive, procedural, and interactional justice perceptions; the effects of complainants‟ perceptions of distributive, procedural, and interactional justice on their satisfaction; the effects of complaint satisfaction on trust and commitment; the effects of trust and commitment on word of mouth and rework intensions. Among collected questionnaires 250 questionnaires find usable. The finding of this study showed that there is no positive relationship between facilitation and procedural justice; apology and explanation with interactional justice; procedural justice with complaint satisfaction. The rest of the hypotheses were supported. The structural equation modelling analysis was carried out and findings are presented. Study also presented managerial implications and recommendations for bank managers to manage complain. Keywords: Justice theory, complaint satisfaction, banks, post purchase behaviour, TRNC. …………………………………………………………………………………………………………………………