Xolile Antoni, Kholiswa Mathiyase, Chantal Rootman
Abstract
The proliferation of banking fraud incidents has increased the number of complaints against banks in South Africa. Bank clients may exhibit different complaint behaviours when they become victims of fraud. Complaint behaviour is driven not only by actual service failure or dissatisfaction but also by other factors, including the demographic characteristics of clients. Some clients may choose to seek redress directly from the bank, while others may not. Clients who seek redress when they encounter banking fraud effectively provide banks with the opportunity to correct mistakes, prevent re-occurrences of fraudulent transactions and preserve the quality of the bank-client relationships. The purpose of the study was to determine the demographic differences in banking clients who are seeking redress. A quantitative research methodology was adopted, and 399 South African bank clients who had previously been victims of fraud were sampled. Various statistical techniques, including descriptive, T-test and ANOVA, were used to analyse the data. The results showed that the scale used to measure the seeking of redress is valid and reliable. Furthermore, there are significant differences in redress behaviours between different population groups and education levels. This study provides recommendations to banks on how to improve respondents’ views on seeking redress for bank fraud.