Complaint Management in Indian Banking Industry

Contents: Foreword. 1. Introduction. 2. Review of Literature. 3. Case Studies and Research Propositions. 4. Methodology and Analysis. 5. Conclusion. References. Appendices.

Although research in complaints and complaining behavior has grown exponentially, the area of managerial response to complaints remained unexplored for long. Especially, the managers in Banks have displayed a healthy resilience in the wake of post liberalization turbulent scenario prevalent in the Banking Sector. This book throws light on how managers handled various customer complaints in times of turnaround, facing acute competition from private players, even though some complaints were due to systemic reasons. It provides an overview of current Indian banking scene and resultant hitches, wherein managerial competency in providing service to diverse demands seemed to be the need of the hour. Hence this book delves into the determinants of expeditious complaint redress in banks, which could serve as prerequisite information for an infrastructural sector like banking to provide impetus for growth.

The research uses a comprehensive methodology, suitable for customer and managerial exploration. The research methodology is a combination of exploratory, qualitative and quantitative techniques, replete with Case Studies, In-depth interviews, critical incidents and projection technique supplemented by Quantitative analyses. The results can guide researchers and managers in the area of complaints and redressal of grievances. (Jacket)