Please use this identifier to cite or link to this item: http://hdl.handle.net/10603/389636
Title: Analytical Study on Customer Complaints Handling Mechanism in Banks with Special Reference to Rajasthan
Researcher: Mam Veronica
Guide(s): Khandelwal Shilpi
Keywords: Economics and Business
Management
Social Sciences
University: Jagannath University, Jaipur
Completed Date: 2022
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
Pagination: 
URI: http://hdl.handle.net/10603/389636
Appears in Departments:Department of Management Studies

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01_title.pdfAttached File73.09 kBAdobe PDFView/Open
02_candidate declaration.pdf179.76 kBAdobe PDFView/Open
03_certificate of the supervisor.pdf141.31 kBAdobe PDFView/Open
04_acknowledgement.pdf582.77 kBAdobe PDFView/Open
06_table of content.pdf1.1 MBAdobe PDFView/Open
08_list of figures.pdf236.75 kBAdobe PDFView/Open
09_chapter1.pdf12.76 MBAdobe PDFView/Open
10_chapter2.pdf10.91 MBAdobe PDFView/Open
11_chapter3.pdf3.66 MBAdobe PDFView/Open
12_chapter4.pdf13.9 MBAdobe PDFView/Open
13_chapter5.pdf5.94 MBAdobe PDFView/Open
15_appendices.pdf3.1 MBAdobe PDFView/Open
16_references.pdf3.69 MBAdobe PDFView/Open
17_publications.pdf7.94 MBAdobe PDFView/Open
18_annexures.pdf504.08 kBAdobe PDFView/Open
19_plagiarism report.pdf1.68 MBAdobe PDFView/Open
80_recommendation.pdf1.63 MBAdobe PDFView/Open
abstract thesis veronica madan.pdf180.49 kBAdobe PDFView/Open
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