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    Lavisha Dhingra
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    A bank made it easier or harder to complain by varying its policies, customer retention, access grievance redressal officer etc. Customers completed questionnaires measuring perceived effort, complaint intentions, ways to reduce the problem f customers and how satisfied the customers are with the services offered by the bank.

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    A bank made it easier or harder to complain by varying its policies, customer retention, access grievance redressal officer etc. Customers completed questionnaires measuring perceived effort, complaint intentions, ways to reduce the problem f customers and how satisfied the customers are with the services offered by the bank.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    11 views1 page

    Abstract

    Uploaded by

    Lavisha Dhingra
    A bank made it easier or harder to complain by varying its policies, customer retention, access grievance redressal officer etc. Customers completed questionnaires measuring perceived effort, complaint intentions, ways to reduce the problem f customers and how satisfied the customers are with the services offered by the bank.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 1

    ABSTRACT

    Purpose- the purpose of this research is to examine the reasons for the increased volume of complaints , wasys to reduce them also turning dissatisfied customers to satisfied customers.

    Design/methodology/approach- an experimental study assessed consumer relations to scenarios which a bank made it easier or harder to complain by varying its policies, customer retention, access grievance redressal officer etc. customers completed questionnaires measuring perceived effort, complaint intentions, ways to reduce the problem f customers and how satisfied the customers are with the services offered by the bank.

    Limitations- limitations with respect to the study was that the survey could only be conducted in definite number of branches only in Jaipur. Mst of the customers had not true information since they had a tint of personal biasness while giving the information. Originality/value by focusing on actions that the firm can undertake to improve the probability of resolving the customer complaints.

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