ISSN 2394-5125
 

Research Article 


ANALYSIS AND EVALUATION OF THE PROCESS OF GRIEVANCES REDRESSAL MECHANISMS IN THE PUBLIC SECTOR AND PRIVATE SECTOR BANKS: AN EMPIRICAL STUDY

Mr. Pravat Sahoo, Dr. Rabindra Kumar Swain, Dr . Sabyasachi Das.

Abstract
The benefits of improvements in the quality of service should reach down to the grass root level of the average customers and should not be restricted to the rich clientele only. Banks need to make conscious efforts to develop a strong marketing culture, newer and newer products/services, in the forms of schemes and plans to be delivery of products/service. Banks polices will have to be such as to motivate their work force for higher level of productivity. Banks systems and procedures need to highly customer focused. Technology up gradation will be a major tool for speedier delivery of customer service. In short, customers will have to experience a responsive and responsible work-culture in the banking sector. Enlarging the customer base will have to be done in a more methodical way, by maintaining the database of customers, foreseeing the demand for banks’ products/services and by having the personalised services for retaining the old customers. The fundamental objectives of this research are to evaluate the process of grievance redressal in Indian Commercial Banks. SPSS and Statistical tool Z test have been applied to estimate and analyse the data. 600 samples have been collected by designing questionnaire. Customer satisfaction in banking industry depends on several factors. The customer satisfaction of banking services depends upon the behaviour of bank employees towards customers. The service timing plays a major role to express the credibility of a bank. The reckless service and procrastination of service leads to customer satisfaction

Key words: Public Sector Bank, Private Sector Banks, Redressal, Grievances, Z test


 
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How to Cite this Article
Pubmed Style

Mr. Pravat Sahoo, Dr. Rabindra Kumar Swain, Dr . Sabyasachi Das. ANALYSIS AND EVALUATION OF THE PROCESS OF GRIEVANCES REDRESSAL MECHANISMS IN THE PUBLIC SECTOR AND PRIVATE SECTOR BANKS: AN EMPIRICAL STUDY. JCR. 2020; 7(4): 3938-3943. doi:10.31838/jcr.07.04.439


Web Style

Mr. Pravat Sahoo, Dr. Rabindra Kumar Swain, Dr . Sabyasachi Das. ANALYSIS AND EVALUATION OF THE PROCESS OF GRIEVANCES REDRESSAL MECHANISMS IN THE PUBLIC SECTOR AND PRIVATE SECTOR BANKS: AN EMPIRICAL STUDY. http://www.jcreview.com/?mno=137265 [Access: May 30, 2021]. doi:10.31838/jcr.07.04.439


AMA (American Medical Association) Style

Mr. Pravat Sahoo, Dr. Rabindra Kumar Swain, Dr . Sabyasachi Das. ANALYSIS AND EVALUATION OF THE PROCESS OF GRIEVANCES REDRESSAL MECHANISMS IN THE PUBLIC SECTOR AND PRIVATE SECTOR BANKS: AN EMPIRICAL STUDY. JCR. 2020; 7(4): 3938-3943. doi:10.31838/jcr.07.04.439



Vancouver/ICMJE Style

Mr. Pravat Sahoo, Dr. Rabindra Kumar Swain, Dr . Sabyasachi Das. ANALYSIS AND EVALUATION OF THE PROCESS OF GRIEVANCES REDRESSAL MECHANISMS IN THE PUBLIC SECTOR AND PRIVATE SECTOR BANKS: AN EMPIRICAL STUDY. JCR. (2020), [cited May 30, 2021]; 7(4): 3938-3943. doi:10.31838/jcr.07.04.439



Harvard Style

Mr. Pravat Sahoo, Dr. Rabindra Kumar Swain, Dr . Sabyasachi Das (2020) ANALYSIS AND EVALUATION OF THE PROCESS OF GRIEVANCES REDRESSAL MECHANISMS IN THE PUBLIC SECTOR AND PRIVATE SECTOR BANKS: AN EMPIRICAL STUDY. JCR, 7 (4), 3938-3943. doi:10.31838/jcr.07.04.439



Turabian Style

Mr. Pravat Sahoo, Dr. Rabindra Kumar Swain, Dr . Sabyasachi Das. 2020. ANALYSIS AND EVALUATION OF THE PROCESS OF GRIEVANCES REDRESSAL MECHANISMS IN THE PUBLIC SECTOR AND PRIVATE SECTOR BANKS: AN EMPIRICAL STUDY. Journal of Critical Reviews, 7 (4), 3938-3943. doi:10.31838/jcr.07.04.439



Chicago Style

Mr. Pravat Sahoo, Dr. Rabindra Kumar Swain, Dr . Sabyasachi Das. "ANALYSIS AND EVALUATION OF THE PROCESS OF GRIEVANCES REDRESSAL MECHANISMS IN THE PUBLIC SECTOR AND PRIVATE SECTOR BANKS: AN EMPIRICAL STUDY." Journal of Critical Reviews 7 (2020), 3938-3943. doi:10.31838/jcr.07.04.439



MLA (The Modern Language Association) Style

Mr. Pravat Sahoo, Dr. Rabindra Kumar Swain, Dr . Sabyasachi Das. "ANALYSIS AND EVALUATION OF THE PROCESS OF GRIEVANCES REDRESSAL MECHANISMS IN THE PUBLIC SECTOR AND PRIVATE SECTOR BANKS: AN EMPIRICAL STUDY." Journal of Critical Reviews 7.4 (2020), 3938-3943. Print. doi:10.31838/jcr.07.04.439



APA (American Psychological Association) Style

Mr. Pravat Sahoo, Dr. Rabindra Kumar Swain, Dr . Sabyasachi Das (2020) ANALYSIS AND EVALUATION OF THE PROCESS OF GRIEVANCES REDRESSAL MECHANISMS IN THE PUBLIC SECTOR AND PRIVATE SECTOR BANKS: AN EMPIRICAL STUDY. Journal of Critical Reviews, 7 (4), 3938-3943. doi:10.31838/jcr.07.04.439