Quality determi̇nants of customer complaint management in service businesses and business performance

This study was conducted to measure the dual impact of the customer complaint management quality on business performance. For this purpose, firstly, determinants of customer complaint management quality which are interest and transparency, empowerment and process standardization factors that will take place for the first time in the literature are identified. Then, the interaction between these factors are examined with customer loyalty, organizational learning and business performance. In order to test the hypotheses of the study, 200 questionnaires were collected using face-to-face method to the branch managers of İşbank, Yapı Kredi Bank, Akbank and Garanti Bank that are operating in the provinces of Istanbul. As a result of analysed 11 research hypothesis, 7 of them accepted and 4 of them rejected. While, there is a positive correlation between business performance and process standardization which is the determinant of customer complaints management quality; there is a negative relationship between organizational learning and customer loyalty. While there is a positive relationship between organizational learning, customer loyalty and empowerment factor which is the determinant of customer complaints management quality; there is not a relationship between empowerment and business performance. Also, there is a positive relationship between organizational learning and customer loyalty with interest and transparency which are the determinants of customer complaints management quality; but there is a negative relationship between business performance and interest and transparency. Key Words: Customer Complaint Management, Quality Determinants of Customer Complaint Management, Customer Loyalty, Organizational Learning, Business Performance.