Effects of Perceived Justice on the Behavioral Intention of Customers in the Banking Sector

Abstract

This research verifies whether perceived justice, from customers in the treatment of a complaint, influences satisfaction and generates positive behavioral intention, the trust and affective commitment acting as moderators of the relationship between perceived justice and satisfaction. Data were collected with an questionnaire from 324 bank customers who had made at least one claim against their bank. The perceived justice during the handling of complaints generates satisfaction. Satisfied customers tend to arouse a positive intention, which can generate benefits in terms of loyalty and word of mouth. Increased trust and affective commitment can contribute to greater personalization of banking services.

Keywords:

• Perceived justice
• satisfaction
• behavioral intention
• trust
• affective commitment

Disclosure statement

On behalf of all authors, the corresponding author states that there is no conflict of interest.

Additional information

Funding

This research was supported by Brazilian National Council for Scientific and Technological Development (CNPq/Brazil), project 304209/2018-0, by Foundation for Research Support of Espírito Santo (FAPES/Brazil), projects 84513772 (599/2018) and 85395650 (228/2019), by Portuguese Science Foundation (FCT/Portugal) through NECE (Núcleo de Estudos em Ciências Empresariais), project UID/GES/04630/2020, and by IFTS (Instituto Fucape de Tecnologias Sociais), project 2018-2021.