금융소비자의 공적불만호소행동 처리 만족도 및 대응행동에 관한 연구

This study aims to contribute to the improvement of financial consumer-oriented policies by analyzing financial consumers’ satisfaction with the handling of formal complaint behavior, the factors influencing satisfaction, and response actions taken in cases of dissatisfaction. The findings indicate that overall satisfaction levels—including satisfaction with processing outcomes, procedures, and handling personnel—are relatively low. Various factors such as consumer characteristics, the nature of complaints, consumer demands, and the handling process were found to influence satisfaction levels. To enhance satisfaction to an appropriate level, it is crucial to strengthen financial consumers’ trust in financial supervisory authorities. Additionally, improvements in complaint-handling procedures should consider consumer characteristics such as age and education, as well as regional disparities in financial grievance processing. Regarding response actions to complaint handling, consumer satisfaction both hindered necessary response actions and triggered unnecessary ones. Therefore, financial supervisory authorities should develop specific improvement measures tailored to different levels of satisfaction to enhance consumers’ satisfaction with the handling of formal complaint behavior.