Customers’ Complaints from Self-Inflicted Errors: Evidence from Deposit Money Banks in Abeokuta Metropolis
Keywords:
Customer complaints, Self-made errors, Customer service, Complaint management, Error preventionAbstract
This study investigates customer complaints in the banking sector, focusing on grievances that stem
from customers’ own errors. Such complaints often create frustrating situations for customer service
officers. The paper explores the nature and dimensions of these complaints to suggest policy insights for
improved bank-customer relationships. A literature review identifies key drivers of increasing
complaints, including technological advancements, heightened customer expectations and economic
factors. Employing a survey of 33 customer service officers in banks across Abeokuta, the study’s
findings reveal demographic patterns and highlight the prevalence of customer-driven mistakes as a
distinct facet of complaint dynamics in the banking sector. Main sources of customers’ errors include
transaction input errors, documentation mistakes and authentication challenges. Over one-third of
respondents identified transaction errors as most common, with authentication failures and
compromised credentials also prevalent.
The major causes include lack of financial literacy, technological challenges, and communication gaps,
which are influenced by factors such as age and education level. Consequences include financial losses,
operational inefficiencies and strained relationships. Solutions recommended by customer service
officers include enhancing financial literacy, improving digital banking interfaces and fostering clearer
communication and proactive support. Stakeholders, including banks and governments, should
collaborate to implement financial literacy initiatives, enhance digital platforms and provide proactive support. Emphasizing active listening and empathy in handling complaints can foster trust and better
customer relationships. Overall, integrating these insights can lead to a more supportive environment,
reducing errors and turning complaints into opportunities for banks to improve customer satisfaction
and loyalty
