Individual customer complaints iin participation banks: A comparative evaluation with conventional banks

Participation banking, which has developed significantly in recent years and has a growing place in the banking sector, has approached the same level with conventional banking in terms of the services it provides. In this study, customer complaints are discussed in the context of the emergence of participation banks, which have a very important place in terms of operability in the financial system, and their transformations until today. In the study, which deals with the data between 2012 and 2020, customer complaints in participation banks and conventional banks in the mentioned years are compared in terms of quantity and complaint reasons. According to the results obtained, when traditional banks and participation banks are compared, it is seen that innovative activities in traditional banking affect customer satisfaction more than participation banks. As it can be understood from here, participation banks, like traditional banks, should focus on innovative activities in order to ensure customer satisfaction. It is known that there are similar factors among the factors that are effective in determining the customer satisfaction of traditional banks and participation banks. Accordingly, the trust that needs to be transferred to the customers, the provision of individual services to the customer, etc. Participation banks can also achieve a similar level of satisfaction with traditional banks on issues. Traditional banks have come to the fore in terms of customer satisfaction and customer relations, maintaining initiatives and increasing profits. With these features, traditional banks can ensure the satisfaction of their customers and make it sustainable.