Authors:
Nagendra Kumar Turaga,SrinivasaRao Bandaru,Mohana Turaga,DOI NO:
https://doi.org/10.26782/jmcms.2019.10.00059Keywords:
Distributive justice,behaviour after complaint,Banking Industry,Behavioral variables,Abstract
To retain the existing customers and make them loyal towards banks, managers should come up with post complaint behaviour strategies to compete in an intensive competitive world. So, the focus was on testing the effect of Distributive justice (social justice theory) on behaviour after complaint of banking customers of Guntur, Vijayawada in state of Andhra Pradesh, India. A sample of 230 respondents from both public and private sector banks of the two cities in the said state was selected to collect information through a well structured questionnaire. Regression and correlation were used to determine the effect and relation between the independent and dependent variables. The findings revealed a positive effect on behaviour after complaint by distributive justice. And behavioral variables after complaint are moderately positive correlated with predictor variable of the study. At the end the paper spotlights on limitations and implications for bank managers to formulate sound strategies.Refference:
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