Analysis of Customer E-Complaints By Content Analysis: The Case of Participation Banks

Pınar Hacıhasanoğlu; Tansel Hacıhasanoğlu; Zuhal Akgün

Article Details

Analysis of Customer E-Complaints By Content Analysis: The Case of Participation Banks

Authors:

Pınar Hacıhasanoğlu | Tansel Hacıhasanoğlu | Zuhal Akgün

Publisher:

Cankiri Karatekin University

Main Topics:

İşletme

Journal:

Çankırı Karatekin Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi Vol.13 Issue 2, pp.368-393

Document Type:

Article

Publication Date:

6/2023

Document Language:

Turkish

Document ID (Org No.):

2001294642

pISSN:

1308-5549

Keywords:

Abstract:

 In this study, complaints made by bank customers regarding participation banks operating in Turkey are discussed. The aim of the study was to determine which issues the participation banking customers complained about the most in the said period and to reveal this through content analysis. As a result of the analysis, it has been determined that the theme of the products and services offered by the banks emerged and as a result of the content analysis, the theme in question consisted of six main categories. Based on the frequency of the complaints made, it has been determined that the main category with the highest frequency was the accounting transactions. The account transactions category has been followed by investment transactions, credit card related transactions, ATM related transactions and insurance transactions categories respectively. In addition, as a result of customer complaints about participation banks, the theme of loss of confidence, grievance and covering the negative thoughts carried by the customers and the sub-categories constituting this theme have been also determined. It may be suggested to keep the research period related to the research subject longer and to compare customer complaints about pre, post-COVID and economic crisis periods.

 In this study, complaints made by bank customers regarding participation banks operating in Turkey are discussed. The aim of the study was to determine which issues the participation banking customers complained about the most in the said period and to reveal this through content analysis. As a result of the analysis, it has been determined that the theme of the products and services offered by the banks emerged and as a result of the content analysis, the theme in question consisted of six main categories. Based on the frequency of the complaints made, it has been determined that the main category with the highest frequency was the accounting transactions. The account transactions category has been followed by investment transactions, credit card related transactions, ATM related transactions and insurance transactions categories respectively. In addition, as a result of customer complaints about participation banks, the theme of loss of confidence, grievance and covering the negative thoughts carried by the customers and the sub-categories constituting this theme have been also determined. It may be suggested to keep the research period related to the research subject longer and to compare customer complaints about pre, post-COVID and economic crisis periods.

 In this study, complaints made by bank customers regarding participation banks operating in Turkey are discussed. The aim of the study was to determine which issues the participation banking customers complained about the most in the said period and to reveal this through content analysis. As a result of the analysis, it has been determined that the theme of the products and services offered by the banks emerged and as a result of the content analysis, the theme in question consisted of six main categories. Based on the frequency of the complaints made, it has been determined that the main category with the highest frequency was the accounting transactions. The account transactions category has been followed by investment transactions, credit card related transactions, ATM related transactions and insurance transactions categories respectively. In addition, as a result of customer complaints about participation banks, the theme of loss of confidence, grievance and covering the negative thoughts carried by the customers and the sub-categories constituting this theme have been also determined. It may be suggested to keep the research period related to the research subject longer and to compare customer complaints about pre, post-COVID and economic crisis periods.

 Bu çalışmada, Türkiyede faaliyet gösteren katılım bankaları ile ilgili banka müşterileri tarafından yapılan şikayetler konu edilmiştir. Katılım bankacılığı müşterilerinin belirlenen dönemde en fazla hangi konularda şikâyet ettiğinin belirlenmesi ve bunun içerik analizi ile ortaya konulması araştırmanın amacı olarak belirlenmiştir. Yapılan analiz neticesinde bankalarının sunmuş oldukları ürün ve hizmetler ana temasının ortaya çıktığı ve yapılan içerik analizi sonucu söz konusu temanın altı ana kategoriden oluştuğu belirlenmiştir. Yapılan şikayetlerin frekansı baz alındığında en yüksek frekanslı ana kategorinin hesap işlemleri olduğu belirlenmiştir. Hesap işlemleri kategorisini sırasıyla yatırım işlemleri, kredi kartı ile ilgili işlemler, ATM ile ilgili işlemler ve sigorta işlemleri kategorileri izlemiştir. Ayrıca katılım bankaları ile ilgili müşteri şikayetlerinin bir sonucu olarak müşterilerin taşıdıkları olumsuz düşünceleri kapsayan güven kaybı, mağduriyet ve olumsuz yaklaşım teması ve bu temayı oluşturan alt kategoriler de belirlenmiştir. Araştırma konusu ile ilgili araştırma döneminin daha uzun tutulması, COVID öncesi, sonrası ve ekonomik kriz dönemleri ile ilgili müşteri şikâyetlerinin karşılaştırmalarının yapılması öneri olarak sunulabilir.

Article Details

Analysis of Customer E-Complaints By Content Analysis: The Case of Participation Banks

Authors:

Pınar Hacıhasanoğlu | Tansel Hacıhasanoğlu | Zuhal Akgün

Publisher:

Cankiri Karatekin University

Main Topics:

İşletme

Journal:

Çankırı Karatekin Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi Vol.13 Issue 2, pp.368-393

Document Type:

Article

Publication Date:

6/2023

Document Language:

Turkish

Document ID (Org No.):

2001294642

pISSN:

1308-5549

Banking Sector, Participation Banking, Customer Complaints, Online ComplaintBankacılık Sektörü

Katılım Bankacılığı

Müşteri Şikayetleri

Online Şikâyet.

Issues

Article Details

Analysis of Customer E-Complaints By Content Analysis: The Case of Participation Banks

Authors: Pınar Hacıhasanoğlu | Tansel Hacıhasanoğlu | Zuhal Akgün

Publisher: Cankiri Karatekin University

Main Topics: İşletme

Journal: Çankırı Karatekin Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi Vol.13 Issue 2, pp.368-393

Document Type: Article

Publication Date: 6/2023

Document Language: Turkish

Document ID (Org No.): 2001294642

pISSN: 1308-5549

Banking Sector, Participation Banking, Customer Complaints, Online ComplaintBankacılık Sektörü

Katılım Bankacılığı

Müşteri Şikayetleri

Online Şikâyet.

Issues

Authors:

Pınar Hacıhasanoğlu | Tansel Hacıhasanoğlu | Zuhal Akgün

Publisher:

Cankiri Karatekin University

Main Topics:

İşletme

Journal:

Çankırı Karatekin Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi Vol.13 Issue 2, pp.368-393

Document Type:

Article

Publication Date:

6/2023

Document Language:

Turkish

Document ID (Org No.):

2001294642

pISSN:

1308-5549