Review of Professional Management- A Journal of New Delhi Institute of Management

Surinder Singh ¹

Affiliations
1 Punjab Technical University, Kapurthala, IN

Abstract

Customers' complaints are a part of business life of any corporate entity and so is a major concern for Indian Banks. With the upcoming privatization and globalization of banks in India, there is a considerable increase in the volume of disputes between the customers and banks. A complaint redressal system is a procedure for receiving, registering and disposing of grievances expressed by a customer. Prevailing competition in the banking sector, increasing expectations of the customer in terms of facilities, high degree of personalisation, fast delivery of service, etc. have imposed pressure on banks to facilitate an efficient "Complaint Redressal System" in order to provide prompt and satisfactory solutions to customer complaints. Advent of technology has not only enabled banks to provide varied types of services but it has also led to more complex and diversified complaints raised by the customer.

This research paper study the 'Complaint Redressal' system in Indian Banks to receive and redress the customers' complaints, has been analysised and a comparison has been drawn between private and public sector banks in India with special reference to ICICI Bank (private sector bank) and SBI (public sector bank). An attempt has been made to discover the major reasons for customers 'complaints, efficiency of Indian banks to handle complaints and proposed suggestions to reduce grievances of bank customers and improve the efficiency of complaints redressal system.

Keywords

Complaint Redressal System, Customer, Bank, Complaint, Grievance.

Full Text

   

Surinder Singh ¹, Navdeep Kaur ²

Affiliations
1 I.K. Gujral Punjab Technical University, Kapurthala, Punjab, IN
2 Guru Nanak Dev Engineering College, Gill Park, Ludhiana, Punjab, IN

Abstract

Banking is one of the strongest pillars of the Service Sector; a major contributor to India’s GDP sources of credit to both household and industrial sectors. With the advent of globalization and upcoming private banks in India, there is a significant rise in the customers’ expectations resulting in increase in customers’ complaints. In this context, an effective and efficient “Complaint Redressal System” is looked upon not only from regulatory perspective but also marketing support. Awareness about the functioning of “Complaint Redressal System” by the customer and reaction of aggrieved/dissatisfied customers have kept banks vigilant in the competitive market environment. This research paper is an attempt to study the efficiency of “Complaint Redressal System” adopted by both private and public sector banks in India; the paper also undertakes comparative analysis of banks under two types of ownerships in terms of efficiency in resolving complaints, the customers’ perceptions, satisfaction and rating among these two types. Total 1000 bank customers (500 customers each of public sector banks and private sector banks) are surveyed from NCR. Exploratory research (secondary sources and literatures/review) and descriptive quantitative tools on the basis of primary data collect through survey are undertaken by the researcher. Hypotheses tests are done using both parametric test (Z-test) and non-parametric test (t-test, Chi-square test).

Keywords

Complaint Redressal System, Customer, Bank, Complaint, Grievance.

Full Text