The effects of service failures types on satisfaction, trust, and intention to complain
Binnaz Çınar, Fatih Koç · Pressacademia · 2018
Purpose-Service failures are one of prominent determinants of customer dissatisfaction.Service failures can occur in any service.In this study, service failures have been addressed within banking sector.Main purpose of this study is to determine how service failures experienced by small businesses who buy services in the banking sector affect satisfaction, trust, and intention to complain.Beside, the effect levels between these variables were examined through a model.Another purpose of this study is to identify whether satisfaction, trust, and intention to complain differ according to service failure types.Methodology-In order to achive these purposes, the data was collected from small business serviced by the banks in Bandırma district at Balikesir province.Data collection methods are scenario and questionnaire techniques.Approximately 100 questionnaires were collected for each service failure types and total 302 questionnaires were obtained.Findings-As a result of the analyses, for every service failure types, it has been found that satisfaction affects trust positively and strongly, trust affects intention to complain negatively and satisfaction has not effect on intention to complain.Furthermore, it has been determined that satisfaction, trust, and intention to complain variables don't differ according to service failure types.Sonuç-As a result of the analyses, for every service failure types, it has been found that satisfaction affects trust positively and strongly, trust affects intention to complain negatively and satisfaction has not effect on intention to complain.Furthermore, it has been determined that satisfaction, trust, and intention to complain variables don't differ according to service failure types.