Percepción de los Clientes Bancarios sobre las Acciones de Recuperación del Servicio en Chile [Perception of the Retail Banking Customers Regarding the Service Recovery Efforts in Chile]

The article validates, from banking customers' point of view, six actions that banks should take to manage customer complaints. They are reversing bank mistakes, compensation, treatment to customers, time taking by banks to give a solution to the complaint and the time and effort that customers had to invest to look for a solution to the complaints. The investigation shows also that the two most important dimensions are the worst evaluated by banking customers and that there is no significant difference between the evaluation made by men and women, clients with different levels of education and by clients of different banks.