Analytical Study on Customer Complaints Handling Mechanism in Banks with Special Reference to Rajasthan

Abstract

The current thesis titled Analytical Study on Customer Complaints Handling Mechanism in Banks with respect to Rajasthan aims to analyse the customer complaints mechanism in the banks located in Rajasthan, India. For this purpose, the study of Indian Banking system is absolutely necessary. The introduction chapter completely takes into account the banking system prevailing within the India and how the sector is divided into public, private and foreign players. For this thesis to be able to do complete justice to the title the products and services offered by various banks are taken into consideration. newline newlineReview of literature also helped to highlight the importance of managing complaints by Banks. For the purpose of analysis three banks each from public sector and private sector were taken up and two banks were shortlisted amongst the foreign banks. A major contribution of this study has been in the form of analysing the challenges the banks had been facing in the process of complaints resolution along with the examination of the influence of the complaint log book or the entire complaints mechanism in the process of policy formulation at these banks. Research in particular pertains to Rajasthan realising the lack of study of such studies in this particular geographical location. This thesis also taken into account the comparison and analysis of the number of complaints between these chosen banks over a stipulated period of time starting from 2014-15 till 2018-19. newline newlineThrough a well drafted questionnaire on Likert Scale, data was procured from the front end staff of these banks. This database procured thus was analysed using various statistical tools and hypothesis testing. It provides measurable, authentic, and comprehensive results to identify the performance of the grievance redressal policy in banks especially with reference to Rajasthan. This thesis allows researchers and bankers to gather a better view of the complaints redressal management and also at the same time gives us the opportunity to suggest concrete