Complaint management: comparison between traditional and digital banks and the benefits of using management systems for improvement
Autor(a) principal: | |
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Data de Publicação: | 2023 |
Outros Autores: | , , , , , , |
Tipo de documento: | Artigo |
Idioma: | eng |
Título da fonte: | Repositório Institucional da UNESP |
Texto Completo: | http://dx.doi.org/10.1108/IJPPM-08-2022-0430 http://hdl.handle.net/11449/247334 |
Resumo: | Purpose: This paper compares traditional and digital banks in nine categories of complaints and provides insights to improve complaint management performance. Design/methodology/approach: A sample of the major Brazilian banks was defined, with four traditional and four digital banks. The grey relational analysis (GRA) method was applied as an analytical tool to compare the most frequent complaints of traditional and digital banks. The most critical complaints identified were considered to discuss potential improvements in complaint management using quality and service management system concepts. Findings: The GRA method enabled the development of a ranking of nine complaint categories, considering the uncertainty involved in the data and differentiating between traditional and digital banks. The most critical complaint categories, regardless of business model, were “unauthorized charges” and “poor service,” which were ranked first and second in the frequency rankings. Traditional and digital banks differed the most in the complaint category “unfair charge,” ranking third and eighth in the rankings, respectively. Practical implications: Managers from traditional and digital banks can improve complaint management performance by applying ISO 9001 and ISO 20000 concepts such as incident, problem, change, service level, availability, capacity, information technology service continuity and financial management. Social implications: The study's findings can help bank managers improve service levels in the face of technological competition. Improving these organizations is an important factor for developing countries such as Brazil. Originality/value: This paper reveals the differences between two business models regarding complaint management. It also considers a methodological approach to include the uncertainty related to customers' perception and subjectivity inherent to complaints. |
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Complaint management: comparison between traditional and digital banks and the benefits of using management systems for improvementBanking servicesComplaint handlingComplaint managementDigitalizationFinancial institutionsFintechsGrey systemsManagement systemPurpose: This paper compares traditional and digital banks in nine categories of complaints and provides insights to improve complaint management performance. Design/methodology/approach: A sample of the major Brazilian banks was defined, with four traditional and four digital banks. The grey relational analysis (GRA) method was applied as an analytical tool to compare the most frequent complaints of traditional and digital banks. The most critical complaints identified were considered to discuss potential improvements in complaint management using quality and service management system concepts. Findings: The GRA method enabled the development of a ranking of nine complaint categories, considering the uncertainty involved in the data and differentiating between traditional and digital banks. The most critical complaint categories, regardless of business model, were “unauthorized charges” and “poor service,” which were ranked first and second in the frequency rankings. Traditional and digital banks differed the most in the complaint category “unfair charge,” ranking third and eighth in the rankings, respectively. Practical implications: Managers from traditional and digital banks can improve complaint management performance by applying ISO 9001 and ISO 20000 concepts such as incident, problem, change, service level, availability, capacity, information technology service continuity and financial management. Social implications: The study's findings can help bank managers improve service levels in the face of technological competition. Improving these organizations is an important factor for developing countries such as Brazil. Originality/value: This paper reveals the differences between two business models regarding complaint management. It also considers a methodological approach to include the uncertainty related to customers' perception and subjectivity inherent to complaints.Coordenação de Aperfeiçoamento de Pessoal de Nível Superior (CAPES)School of Mechanical Engineering State University of CampinasPNPD/CAPES Program Doctoral Program in Sustainable Management Systems Federal Fluminense UniversityFaculty of Sciences and Engineering São Paulo State University (UNESP)Laboratory of Public Sector Studies School of Applied Sciences State University of CampinasDepartment of Production Engineering Federal Fluminense UniversityDepartment of Life Sciences Hamburg University of Applied SciencesState University of CampinasFaculty of Sciences and Engineering São Paulo State University (UNESP)Universidade Estadual de Campinas (UNICAMP)Federal Fluminense UniversityUniversidade Estadual Paulista (UNESP)Hamburg University of Applied SciencesPio, Pedro G.C.Sigahi, TiagoRampasso, Izabela SimonSatolo, Eduardo Guilherme [UNESP]Serafim, Milena PavanQuelhas, Osvaldo L.G.Leal Filho, WalterAnholon, Rosley2023-07-29T13:13:18Z2023-07-29T13:13:18Z2023-01-01info:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articlehttp://dx.doi.org/10.1108/IJPPM-08-2022-0430International Journal of Productivity and Performance Management.1741-0401http://hdl.handle.net/11449/24733410.1108/IJPPM-08-2022-04302-s2.0-85158912462Scopusreponame:Repositório Institucional da UNESPinstname:Universidade Estadual Paulista (UNESP)instacron:UNESPengInternational Journal of Productivity and Performance Managementinfo:eu-repo/semantics/openAccess2023-07-29T13:13:19Zoai:repositorio.unesp.br:11449/247334Repositório InstitucionalPUBhttp://repositorio.unesp.br/oai/requestopendoar:29462023-07-29T13:13:19Repositório Institucional da UNESP - Universidade Estadual Paulista (UNESP)false |
dc.title.none.fl_str_mv |
Complaint management: comparison between traditional and digital banks and the benefits of using management systems for improvement |
title |
Complaint management: comparison between traditional and digital banks and the benefits of using management systems for improvement |
spellingShingle |
Complaint management: comparison between traditional and digital banks and the benefits of using management systems for improvement Pio, Pedro G.C. Banking services Complaint handling Complaint management Digitalization Financial institutions Fintechs Grey systems Management system |
title_short |
Complaint management: comparison between traditional and digital banks and the benefits of using management systems for improvement |
title_full |
Complaint management: comparison between traditional and digital banks and the benefits of using management systems for improvement |
title_fullStr |
Complaint management: comparison between traditional and digital banks and the benefits of using management systems for improvement |
title_full_unstemmed |
Complaint management: comparison between traditional and digital banks and the benefits of using management systems for improvement |
title_sort |
Complaint management: comparison between traditional and digital banks and the benefits of using management systems for improvement |
author |
Pio, Pedro G.C. |
author_facet |
Pio, Pedro G.C. Sigahi, Tiago Rampasso, Izabela Simon Satolo, Eduardo Guilherme [UNESP] Serafim, Milena Pavan Quelhas, Osvaldo L.G. Leal Filho, Walter Anholon, Rosley |
author_role |
author |
author2 |
Sigahi, Tiago Rampasso, Izabela Simon Satolo, Eduardo Guilherme [UNESP] Serafim, Milena Pavan Quelhas, Osvaldo L.G. Leal Filho, Walter Anholon, Rosley |
author2_role |
author author author author author author author |
dc.contributor.none.fl_str_mv |
Universidade Estadual de Campinas (UNICAMP) Federal Fluminense University Universidade Estadual Paulista (UNESP) Hamburg University of Applied Sciences |
dc.contributor.author.fl_str_mv |
Pio, Pedro G.C. Sigahi, Tiago Rampasso, Izabela Simon Satolo, Eduardo Guilherme [UNESP] Serafim, Milena Pavan Quelhas, Osvaldo L.G. Leal Filho, Walter Anholon, Rosley |
dc.subject.por.fl_str_mv |
Banking services Complaint handling Complaint management Digitalization Financial institutions Fintechs Grey systems Management system |
topic |
Banking services Complaint handling Complaint management Digitalization Financial institutions Fintechs Grey systems Management system |
description |
Purpose: This paper compares traditional and digital banks in nine categories of complaints and provides insights to improve complaint management performance. Design/methodology/approach: A sample of the major Brazilian banks was defined, with four traditional and four digital banks. The grey relational analysis (GRA) method was applied as an analytical tool to compare the most frequent complaints of traditional and digital banks. The most critical complaints identified were considered to discuss potential improvements in complaint management using quality and service management system concepts. Findings: The GRA method enabled the development of a ranking of nine complaint categories, considering the uncertainty involved in the data and differentiating between traditional and digital banks. The most critical complaint categories, regardless of business model, were “unauthorized charges” and “poor service,” which were ranked first and second in the frequency rankings. Traditional and digital banks differed the most in the complaint category “unfair charge,” ranking third and eighth in the rankings, respectively. Practical implications: Managers from traditional and digital banks can improve complaint management performance by applying ISO 9001 and ISO 20000 concepts such as incident, problem, change, service level, availability, capacity, information technology service continuity and financial management. Social implications: The study's findings can help bank managers improve service levels in the face of technological competition. Improving these organizations is an important factor for developing countries such as Brazil. Originality/value: This paper reveals the differences between two business models regarding complaint management. It also considers a methodological approach to include the uncertainty related to customers' perception and subjectivity inherent to complaints. |
publishDate |
2023 |
dc.date.none.fl_str_mv |
2023-07-29T13:13:18Z 2023-07-29T13:13:18Z 2023-01-01 |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://dx.doi.org/10.1108/IJPPM-08-2022-0430 International Journal of Productivity and Performance Management. 1741-0401 http://hdl.handle.net/11449/247334 10.1108/IJPPM-08-2022-0430 2-s2.0-85158912462 |
url |
http://dx.doi.org/10.1108/IJPPM-08-2022-0430 http://hdl.handle.net/11449/247334 |
identifier_str_mv |
International Journal of Productivity and Performance Management. 1741-0401 10.1108/IJPPM-08-2022-0430 2-s2.0-85158912462 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
International Journal of Productivity and Performance Management |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
dc.source.none.fl_str_mv |
Scopus reponame:Repositório Institucional da UNESP instname:Universidade Estadual Paulista (UNESP) instacron:UNESP |
instname_str |
Universidade Estadual Paulista (UNESP) |
instacron_str |
UNESP |
institution |
UNESP |
reponame_str |
Repositório Institucional da UNESP |
collection |
Repositório Institucional da UNESP |
repository.name.fl_str_mv |
Repositório Institucional da UNESP - Universidade Estadual Paulista (UNESP) |
repository.mail.fl_str_mv |
|
_version_ |
1799965177791119360 |