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Institutional responsiveness and the quality of customer complaints management in banking service usage during security crises in Goma (D.R. Congo): Clients in distress, Banks under stress
[Réactivité institutionnelle et qualité de réponses aux réclamations de la clientèle sur l'utilisation des services bancaires en période de crise sécuritaire à Goma (R.D. Congo) : Clients en détresse, Banques à l'épreuve]

Author

Listed:
  • Clément-François Wakwinga Wabenga

    (Université du Burundi = University of Burundi [Bujumbura])

  • Préféré Burhonyi Burhashengwa

    (UNIGOM - Université de Goma)

  • Paul Senzira Nahayo

    (UNIGOM - Université de Goma)

Abstract

This paper has examined the institutional responsiveness of commercial banks operating in Goma (Democratic Republic of Congo), in a context marked by prolonged security instability affecting service quality. It has aimed to identify the factors that have influenced user satisfaction in the face of service disruptions, particularly regarding complaint procedures. A mixed-methods approach has been employed, combining a quantitative survey of 412 users with semi-structured interviews conducted with bank officials. The data have been analyzed using a binary logistic regression model to assess the impact of explanatory variables on reported satisfaction. The findings have shown that the clarity of procedures and the accessibility of institutional channels have had a significant effect (p < 0.05), whereas the speed of resolution has not demonstrated statistical significance (p = 0.106). These results have suggested that perceived responsiveness depends more on transparency and proximity than on speed. The study has recommended strengthening customer relationship governance through accessible, readable, and resilient mechanisms adapted to unstable environments. Keywords: «Institutional responsiveness; User satisfaction; complaint management; banking Services; Security Crisis » Classification JEL : D12, G21, L15, M31, O17

Suggested Citation

  • Clément-François Wakwinga Wabenga & Préféré Burhonyi Burhashengwa & Paul Senzira Nahayo, 2026. "Institutional responsiveness and the quality of customer complaints management in banking service usage during security crises in Goma (D.R. Congo): Clients in distress, Banks under stress [Réactivité institutionnelle et qualité de réponses aux ré," Post-Print hal-05460886, HAL.
    • Handle: RePEc:hal:journl:hal-05460886
    DOI: 10.5281/zenodo.18260345
    Note: View the original document on HAL open archive server: https://hal.science/hal-05460886v1
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    References listed on IDEAS

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    1. Xiaomeng Lu & Yali Lai & Yong Zhang, 2023. "Digital financial inclusion and investment diversification: Evidence from China," Accounting and Finance, Accounting and Finance Association of Australia and New Zealand, vol. 63(S2), pages 2781-2799, June.
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    Keywords

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    JEL classification:

    • D12 - Microeconomics - - Household Behavior - - - Consumer Economics: Empirical Analysis
    • G21 - Financial Economics - - Financial Institutions and Services - - - Banks; Other Depository Institutions; Micro Finance Institutions; Mortgages
    • L15 - Industrial Organization - - Market Structure, Firm Strategy, and Market Performance - - - Information and Product Quality
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • O17 - Economic Development, Innovation, Technological Change, and Growth - - Economic Development - - - Formal and Informal Sectors; Shadow Economy; Institutional Arrangements

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