Title:

Correlation between customer complaint handling and customer satisfaction in Indian

commercial banking sector
Research Objectives:
 To evaluate the current customer complaint handling practices adopted by Indian
commercial banks.
 The highlight the strong and weak areas of customer complaint handling based on the
perceptions of Indian commercial bank customers.
 To measure the correlation between customer complaint handling practices and customer
satisfaction in Indian commercial banking sector
 To propose recommendations to Indian commercial bank managers about how they can
improve their customer complaint handling practices.
Research Idea:
Due to the growing issue of poor customer complaint handling in Indian commercial banking
sector, and its negative impact on the satisfaction of Indian banking customers, the current study
intends to evaluate the current state of complaint handling, with an aim to propose findings that
could be used to improve the complaint management practices of targeted banking organizations.
The research objectives will be accomplished by conducting a quantitative survey with at least
200 Indian commercial banking customers. The research context will be narrowed down by
restricting the data collection to a single city- Mumbai. The study will develop its philosophical
foundation on the positivism. Deductive logic and correlational research design will be adopted
to analyse the causal association between customer complaint handling and customer
satisfaction.