Complaint handling a bane to customer relationship management and organisational performance among selected banks in southwest, Nigeria

The study examined the effects of complaints handling and organizational performance amongst selected banks in southwest, Nigeria. Specifically, the study investigated the effect of complaint handling; examined the effect of service quality and determined the effect of technology handling on organisational performance (measuringthe performance adopted profitability, sales volume and market share) among selected banks in Southwest, Nigeria. A descriptive survey research design was adopted for the study. The population of the study comprised 28,028 staff of the selected banks in Southwest, Nigeria. The sample size was 394 respondents and was determined through Yamani sampling model. Data used for the study were gathered through the structured questionnaire. Data gathered were analyzed using regression. The result showed that complaint handling has significant effect on organisation performance (t=18.619 p<0.05); It further showed that service quality has significant effect on organisation performance (t=7.726, p<0.05); Furthermore, it showed that technology handling has significant effect on organisation performance (t=18.622, p<0.05). The study concluded that all the constructs (complaint handling, service quality and technology handling) of the explanatory variables were significantly related to organisation performance among selected banks in Southwest, Nigeria.