A Study on Measuring Customer Grievance Redressal Service Quality in Banks in India: A Banker's Perspective

Authors: Dr. Charu Saxena, Dr. Vikramjit Kaur, Prof. Pardeep Kumar

DOI: https://doi.org/10.17605/OSF.IO/H2R5Q

Short DOI: https://doi.org/ggnq84

Country: India

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Abstract: Abstract- In the era of increasing competition of offering service quality to their customers, the banking industry in India is emphasising on service delight and customer satisfaction. In the present study, an attempt has been made to ascertain the service quality dimensions of grievance redressal system of banks in Punjab from the point of view of the bank officials. Every year banks receive several complaints and many of them remain pending at the end of the year, which demonstrates incompetency of the Grievance Redressal system of the banks to resolve all the customer complaints. The broad objective of the study has been to identify the determinants or variables those to be considered for customer satisfaction with grievance redressal services of the bank.

Keywords: Factor analysis, grievance, redressal, satisfaction.

Paper Id: 259

Published On: 2016-03-19

Published In: Volume 4, Issue 2, March-April 2016

Cite This: A Study on Measuring Customer Grievance Redressal Service Quality in Banks in India: A Banker's Perspective - Dr. Charu Saxena, Dr. Vikramjit Kaur, Prof. Pardeep Kumar - IJIRMPS Volume 4, Issue 2, March-April 2016. DOI 10.17605/OSF.IO/H2R5Q

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