Petzer, Daniël JohannesMostert, P.G. (Pierre)2017-02-132017-02-132012Petzer, DJ & Mostert, PG 2012, 'Banking customers’ attitudes toward complaining : their likelihood of voicing a complaint and service recovery they consider appropriate', African Journal of Business Management, vol. 6, no. 12, pp. 4462-4471.1990-383910.5897/AJBM11.1000http://hdl.handle.net/2263/58999This article was co-written by P.G. Mostert before he joined the University of Pretoria.This paper measures the attitude of banking customers towards complaining and their likelihood to complain when a service failure is experienced at their current and another bank. Insight is also provided into the service recovery responses customers consider appropriate when a service failure is experienced. The target population included individuals in the Gauteng Province of South Africa who hold a bank account in their personal capacity. An interviewer-administered survey was used to collect data using non-probability quota sampling based upon population group and gender. A demographic profile of respondents, as well as the findings in terms of the aforementioned constructs and related hypotheses is provided. The study found that respondents have a positive attitude towards complaining, and that they are significantly more likely to voice a complaint when experiencing a service failure at their current bank than at another bank. Significant differences also exist with regard to the individual responses respondents consider appropriate when confronted with a hypothetical service failure experienced at their current bank and another bank.en©2012 Academic JournalsServices marketingBankingComplainingAttitudeLikelihood to complainService failureService recovery responsesSouth Africa (SA)Article