APPRAISAL OF STRATEGIC CONFLICT MANAGEMENT MECHANISMS AND CUSTOMERS’ COMPLAINTS RESOLUTIONS IN THE NIGERIAN BANKING INDUSTRY

Abstract

In this study, we undertook a critical appraisal of the strategic conflict management mechanisms for customers’ complaints resolutions by select old and new generation banks in Nigeria. The objectives were to ascertain the level of existence of banking ethics and professionalism, suggestion boxes, complaints’ hotlines and mediation offices, and customers’ fora as media/tools for customers’ complaints resolutions by banks in Nigeria. For the research methodology, we adopted opinion survey techniques, where primary data for the study came through questionnaires and personal interviews. The data were analysed through the chi-square (X²) statistical techniques. The results reveal that there is a low level of existence of banking ethics and professionalism, suggestion boxes, complaints’ hotlines, mediation offices, and customers’ fora as media/tools for customers’ complaints resolutions by banks in Nigeria. Based on these outcomes, it was recommended that banks in Nigeria should as a matter of urgency establish in their various branches suggestion boxes, complaints’ hotlines, mediation offices, and customers’ fora as customers’ complaints resolutions mechanism in the Nigerian banking industry.