Overview of the Oportunistic Claiming Credit Card: Consumer Versus Company

DOI

10.2991/assehr.k.211020.046How to use a DOI?

Keywords

opportunistic consumers, handling complaints, banking

Abstract

Credit cards are now part of the lifestyle of urban people. There are not many complaints that come. Complaints from business or individual customers are of course something that must be avoided. If the complaint is present in the middle of running a business, it is feared that it will make the business reputation worse. The purpose of this study is to find out various reasons for complaints that come from opportunistic customers and the accuracy of employees handling opportunistic consumers who always try to justify the complaints they give and want to get fair feedback from the company without knowing the truth of the existing problems. The Methode for this research a qualitative phenomenological approach with 8 informants, namely credit card holders and employees of PT Bank XYZ. The validity of the data by triangulation, namely the source. The Results show Customer complaints on PT Bank XYZ credit cards are usually due to problems or complaints such as: delays in sending billing bills, cases of disputes or bills that have never been made by the customer, Research helps companies to be alert and alert to opportunity claimers, because complaints that deliberately take advantage of circumstances caused by bank officers’ negligence can cause losses to the bank. The conclusion if the error that has occurred is the fault of the bank, the company will gracefully apologize to the customer and try to prevent the mistake from being repeated

Copyright

© 2021, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - W Krisnawati
PY  - 2021
DA  - 2021/10/21
TI  - Overview of the Oportunistic Claiming Credit Card: Consumer Versus Company
BT  - Proceedings of the 1st UMGESHIC International Seminar on Health, Social Science and Humanities (UMGESHIC-ISHSSH 2020)
PB  - Atlantis Press
SP  - 315
EP  - 321
SN  - 2352-5398
UR  - https://doi.org/10.2991/assehr.k.211020.046
DO  - 10.2991/assehr.k.211020.046
ID  - Krisnawati2021
ER  -