Responding effectively to credit card customer complaints
Date of Publication
2017
Document Type
Master's Thesis
Degree Name
Master of Business Administration
College
Ramon V. Del Rosario College of Business
Department/Unit
Decision Sciences and Innovation
Thesis Adviser
Rachel A. Quero
Defense Panel Chair
Maria Victoria P. Tibon
Defense Panel Member
Rafael Gerardo S. Tensuan
Reynaldo A. Bautista, Jr.
Maria Victoria P. Tibon
Brian C. Gozun
Abstract/Summary
The purpose of this action research is to effectively respond to credit card customer complaints received by JCB and Diners Club Cards Brand Marketing Unit in ABC Bank by establishing a systematic procedure in monitoring the complaints. Delays in responding to credit card customer complaints have been observed within the aforementioned unit which consequently affect customer satisfaction in terms of servicing the reported complaints. Only 40% of the total credit card customer complaints have been responded within the established turnaround time of three working days as compared to the desired percentage of 80%. Through the use of Coghlan and Brannicks (2014) action research cycles, the underlying issue identified is the absence of a systematic procedure in handling credit card customer complaints within the unit. Olivers Complete Disconfirmation Model (1997) was used in the evaluation of the issue and Miller and Mork Data Value Chain was applied in identifying the intervention required. Through the collaborative and reflective processes of constructing, planning action, taking action and evaluating, the unit was able to effectively respond to credit card customer complaints, achieving an increase from 40% to 76% of total credit card customer complaints that were resolved within the standard turnaround time by establishing a complaint monitoring tracker system.
Abstract Format
html
Language
English
Format
Electronic
Accession Number
CDTG007797
Shelf Location
Archives, The Learning Commons, 12F Henry Sy Sr. Hall
Physical Description
1 computer disc ; 4 3/4 in.
Keywords
Credit card holders (Persons); Consumer complaints
Recommended Citation
Atog, M. P. (2017). Responding effectively to credit card customer complaints. Retrieved from https://animorepository.dlsu.edu.ph/etd_masteral/5684