| Author | Hem Kumar Gurung |
| Note | A research study submitted in partial fulfillment of the requirements for the degree of Professional Masters in Banking and Finance, School of Management |
| Publisher | Asian Institute of Technology |
| Abstract | In this ever changing world of consumerism, all businesses face the task of maintaining its presence in the competitive and risky business environment. The advent of technology has further made the matter even more sophisticated. Customers now no more depends on the price or product to make preference rather they look for much more beyond this while making their purchasing decision. Anything short of their expectation results in their dissatisfaction and therefore the chances of business losing the customer. Many satisfied customers may keep availing your services but dissatisfied ones either stop using your product or make complaint. It is here that a sound and efficient Customer Complaint handling system will definitely make a positive impact on the long term sustainability of the organization. This research aims to study the effectiveness of complaint handling management in Bank of Bhutan through the perception of customers and employees. Random Sample survey was conducted with customers using BoB services and also with the employee dealing with customer service. This research also tries to assess some of the pertinent issues and problems faced by the customers while lodging complaints and also the problems faced by the employees in efficiently and promptly dealing with the customers‟ complaints. Areas for improvement in this regards is also discussed in the study |
| Year | 2013 |
| Type | Research Study Project Report (RSPR) |
| School | School of Management (SOM) |
| Department | Other Field of Studies (No Department) |
| Academic Program/FoS | Master of Business Administration (MBA) (Publication code=SM) |
| Chairperson(s) | Badir, Yuosre; |
| Examination Committee(s) | Winai Wongsurawat ;Sununta Siengthai; |
| Scholarship Donor(s) | Bank of Bhutan, Ltd.; |