The perception of justice in the service sector, consumer satisfaction after discrimination and marketing from the oral: An application in the banking sector

In today's increasingly competitive environment, it is very important that businesses provide consumer satisfaction and service quality in order to provide competitive advantage. However, it is known that it is not possible to reduce service errors to zero even if all kinds of measures are taken in the service sector. The problems experienced in the services are not always noticed by the employees of the company and often, the customers report the problems they experience to the businesses with the complaint method. In order to survive in the long term in the intensive competition, the failures experienced by the businesses that are aware of the importance of relational marketing are compensated. In the compensation process, consumers' perceived justice is vital in ensuring customer satisfaction. Because if customer satisfaction is not provided, loss of existing customers and loss of prospective customers by affect of negative word of mouth marketing may be considered.The purpose of this study is; The aim of the course is to examine the relationship between consumer satisfaction and perceived consumer satisfaction and oral marketing. The study included 358 individuals in Istanbul. The data were collected by means of the questionnaire and analyzed by using SPSS 24.0 package program.As a result of the study, it was determined that the perceived justice affected the post recovery satisfaction. It was found that the dimension with the most effectiveness on post recovery satisfaction was the interactional justice, whereas distributional and procedural justice had a more limited effect. It has been determined that post recovery satisfaction has a positive effect on word of mouth marketing.