SUMMER TRAINING REPORT

ANALYSIS OF CUSTOMER COMPLAINTS, THEIR REASONS, AND

THE COMPLAINT RESOLUTION SYSTEM AND ITS
EFFECTIVENESS

In partial fulfilment of the

requirements for the award of the Degree of
MASTERS OF BUSINESS ADMINISTRATION
(2022-2024)

SUBMITTED BY:
PALVI
DEEPANKUR GARG
AMANDEEP RANA

UNIVERSITY INSTITUTE OF APPLIED MANAGEMENT SCIENCES

P A N J A B U N I V E R S I T Y, C H A N D I G A R H.

1
 DECLARATION FROM THE CANDIDATE

I, Palvi, Deepankur Garg, and Amandeep Rana students of MBA do

hereby certify that the Project work titled ANALYSIS OF CUSTOMER
COMPLAINTS AND THE COMPLAINT RESOLUTION SYSTEM
AND ITS EFFECTIVENESS is a Bonafede work carried out by me.

Signature of the candidate………………………………...

Name: Deepankur Garg, Palvi, Amandeep Rana
Class: MBA (Capital Markets), (Banking & Insurance)

DATE: July 19, 2023 PLAC: SBILD Panchkula

2
 CERTIFICATE

This is to certify that the project work titled ANALYSIS OF CUSTOMER

COMPLAINTS AND THE COMPLAINT RESOLUTION SYSTEM AND
ITS EFFECTIVENESS is a Bonafede work carried out under my
guidance and direction by Ms. Palvi Roll No. 25084 of MBA (Banking
& Insurance) of University Institute of Applied Management Sciences,
Panjab University, Chandigarh. The project work was carried out during
to

(Sd/- Project Guide)

Name of Industry Guide
Designation
Date:

3
 ACKNOWLEDGEMENT

We would like to acknowledge all the idealistic channels and fresh

dimensions in the completion of this project, we take this opportunity to
thank our department at UIAMS Panjab University for giving us a
chance to do this Internship.

We would like to thank our Placement officer, Dr Amandeep Singh

Marwaha for Providing the necessary facilities required for the
completion of the Project.

We take this opportunity to thank our coordinator Mr. Pradeep Chhabra

for giving moral support and guidance.

We would also like to express our sincere gratitude towards our Project
guide and Mentor Archana Bedi whose guidance made this project
successful.

Lastly, we would like to thank every person who directly or indirectly

helped us in the completion of the project especially our parents and
peers who supported us throughout this project.

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 SUMMARY OF THE REPORT

This report is about the customer complaints and complaint resolution

system of the State Bank of India. As an intern, I noticed an issue that
was prevailing inside the company when I joined. Customers are not
satisfied with the banking services as they have many complaints and
also, they are not satisfied with the complaint resolution system to
some extent. Customers’ view is to improve banking services by
listening to their complaints and by fastening the complaint resolution
system within the bank which will result in high progress in work.
Nearly 26.5% of the respondents have complaints related to
unauthorized electronic transactions/ transaction related. 10.5% of the
respondents have complaints related to staff misbehaviour. 3% of the
respondents have complaints related to the settlement of deceased
accounts. 10% of the respondents have complaints related to the
passbook. And 17% of the respondents have other complaints related
to ATMs, sending counter-to-counter, etc. Still, 60% of the respondents
come to the branches to register their complaints. 65% of the
respondents think that their complaint is timely resolved while 35%
think that it is not timely resolved. 62.5% of the think that SBI has good
customer service while 12% think that it has the worst customer
service. Therefore, SBI must listen to their customer’s complaints and
provide them with a speedy resolution. Also, SBI should educate its
customers and staff regarding the grievance redressal system and it
must keep its complaint resolution system transparent.

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 INDEX

CHAPTERS CONTENTS Page No.

CHAPTER 1 INTRODUCTION 8-20

1.1 Introduction about the topic 8-12

1.2 Objective of the study 13

1.3 Importance of the study 13

1.4 Scope of the study 13

1.5 Limitations of the study 14

1.6 Company profile 14-20

CHAPTER 2 Review of Literature 21-22

CHAPTER 3 Research Methodology 23-25

CHAPTER 4 Data Analysis and Interpretation 26-42

CHAPTER 5 Findings 43-44

CHAPTER 6 Reasons and resolution of 45-50

customer complaints

CHAPTER 7 SBI resolution system 51-54

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CHAPTER 8 Resolution effectiveness and 55-60
comparison with other banks

CHAPTER 9 Suggestions 61-63

CHAPTER 10 Conclusion 64

CHAPTER 11 Bibliography 65

CHAPTER 12 Questionnaire 66-67

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 CHAPTER-1
INTRODUCTION

1.1 Introduction to the topic:

High-quality banks are the cornerstone of a successful banking
system. Banking Companies Act 1949 defines banking as “Banking
means accepting for the purpose of lending or investment of
deposits of money from the public repayable on demand or
otherwise and withdrawals by cheque draft or otherwise”.
Customers are the largest capital resource of a banking system.
Attracting and retaining customers is the primary necessity for a
banking system. In the field of banking, customer satisfaction has
become a prime motive to make banking a dynamic and efficient
one. It is very important to provide customers with the utmost
facilities so that they are satisfied with the performance of the
banks.
And to make the customers satisfied the bank should know the
types of complaints the customers face. The banks should know
how to analyse those complaints and resolve them. After resolving
the complaint, the banks should check how efficiently they were
able to satisfy their customers. And to really know whether the
customers are satisfied, the banks must take their customer
feedback.
Reserve Bank of India has established Banking Ombudsman as a
watchdog to analyse the complaints and provide effective solutions
for those complaints.
The year 2021-22 marked a major milestone for the Ombudsman
mechanism of RBI as it witnessed the integration of the three
erstwhile Ombudsman Schemes viz., Banking Ombudsman
Scheme (BOS) 2006, Ombudsman Scheme for Non-Banking
Financial Companies (OSNBFC) 2018, and Ombudsman Scheme
for Digital Transactions (OSDT) 2019 into the Reserve Bank -
Integrated Ombudsman Scheme (RB-IOS), 2021, that was
launched by the Honourable Prime Minister on November 12, 2021.
Along with its launch, the Centralized Receipt and Processing
Centre (CRPC) was also established at RBI, Chandigarh to receive

8
complaints through email/physical mode from across the country
and handle the initial scrutiny and processing of these complaints
before assigning the maintainable ones to Offices of RBI
Ombudsman (ORBIOs) for further redressal. The CRPC also hosts
a Contact Centre to assist complainants in lodging their complaints,
providing them information regarding redressal mechanism at RBI
A brief analysis of complaints handled under the three erstwhile
Ombudsman Schemes (BOS, OSNBFC, and OSDT) between April
1 and November 11, 2021 is as under:
a) BOS: The total number of complaints received by the 22 Offices
of the Banking Ombudsman (OBOs) between April 1 and
November 11, 2021, was 2,09,196. Around 90% of the total
complaints were received through digital modes, including on
the online Complaint Management System (CMS) portal, email,
and Centralized Public Grievance Redress and Monitoring
System (CPGRAMS). The share of complaints related to ATM/
Debit Cards, at 14.65% of the total, was the highest followed by
complaints related to Mobile/ Electronic Banking at 13.64%. The
majority (66.11%) of the maintainable complaints were resolved
through mutual settlement/ conciliation/ mediation.

b) RB-IOS, 2021: Under the RB-IOS, 2021, following the ‘One

Nation, One Ombudsman’ principle, the territorial jurisdictions
for the ORBIOs have been abrogated, and complaints are
assigned to all the ORBIOs by the CMS. Between November 12
and March 31, 2022, a total of 1,86,268 complaints were
received under the RB-IOS. The CRPC handled the preliminary
scrutiny of the complaints received through email/ physical
mode (i.e. 1,49,419 complaints) and closed 1,07,821
complaints as non-complaints/nonmaintainable complaints
during the period.

The details relating to the total number of complaints received

under the erstwhile Ombudsman Schemes (BOS) during the past
three years and the RB-IOS, 2021 are provided in Table 1.1.

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 Table 1.1: Total receipt of complaints under the Ombudsman
Schemes during the past three years

Sch 2019-20 2020-21 2021-22

eme (Jul-Jun) (Apr-Mar) (Apr-Mar)

Numbe Share Numbe Share Numbe Share

r % r % r %
BOS 3,08,63 93.3 3,41,74 89.3 2,09,19 50.0
0 7 7 9 6 2
OSNBF 19,43 5.88 36,95 9.67 20,439 4.89
C 2 1
ODT 2,481 0.75 3,594 0.94 2,281 0.54
RB-IOS 72,580 17.35
- -
Sub 3,30,54 100.0 3,82,29 100.00 3,04,49 72.81
Total 3 0 2 6
CRPC - - 1,13,68 27.19
- - 8
Total 3,30,54 100.0 3,82,29 100.00 4,18,18 100.00
3 0 2 4
% 64.9 15.7 9.39
Change 7

ORBIO-wise receipt (prior to November 12, 2021) and allocation

(November 12, 2021, onwards) of complaints

RB-
2019- 2020-21 2021-22 BOS IOS
ORBIO 20 (Apr- (Apr-Mar)
(Jul- Mar)
Jun) Volume Share

Chandigarh 31702 36,619 20,270 6.66% 17038 3,159

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Modes of receipt of complaints:

Complaints can be received online (through CMS portal/ CPGRAMS),

through email or as physical complaints, with the CMS portal mode
being the most efficient mode of complaint registration. The break-up
on complaints received through the different modes of receipt in the
past three years is given below:

Category-wise receipt of complaints:

Complaints against banks formed the largest portion, accounting for
88.04% of complaints received by the ORBIOs. The top 5 categories of
complaints against each entity type are represented in below:

Entity type wise top five category of complaint receipt at ORBIOs

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Population group-wise distribution of complaints:
The population group wise receipt of complaints under the
Ombudsman Schemes for the past three years is given below. Majority
of complaints are received from metropolitan regions, followed by
Urban and Semi-urban. After launch of RB-IOS with effect from
November 12, 2021 there is a decline in complaints received from
rural, semi-urban and metropolitan areas, while a substantive spurt in
the complaints received from urban areas.

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1.2 OBJECTIVES OF THE STUDY
1. To do the analysis of Customer Complaints of SBI (Chandigarh,
Panchkula).
2. To study the reason behind those complaints.
3. To study the complaint resolution system.
4. To study the effectiveness of the complaint resolution system.
5. To compare the complaint resolution system of SBI with other
banks.
6. To suggest what better can SBI do as compared to other banks.

1.3 IMPORTANCE OF THE STUDY:

The importance of this project is to analyse customer complaints, the
reasons behind those complaints and the bank’s complaint resolution
system. Also, it aims at checking the effectiveness of the bank’s
resolution system. Based on this study we will be able to suggest what
additional things STATE BANK OF INDIA needs to do as compared to
other banks. This study is also important with the perspective to gain
knowledge of the working of the banking sector.

1.4 SCOPE OF THE STUDY:

Scope refers to the future utility of the study conducted. Though the
major coverage is about the analysis of customer complaints of STATE
BANK OF INDIA, under the study the reasons for the customer
complaints are analysed. Another aspect covered under the study is
the organization resolving technique as compared to other banks. This
study also shows the factors by which organizations growth might be
affected and it suggests the way and means of overcoming such issue.
The study also reveals the various conditions prevailing among the
STATE BANK OF INDIA and also lends a hand in seeing the future
outlook of the organization as well as the organization is concerned.
1. To implement the finding of the market research conducted as to
resolve the problems faced by the customers.
2. To ascertain the additional techniques which the STATE BANK
OF INDIA can follow in order to retain as well as satisfy its
customers and magnify its market presence.

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1.5 LIMITATIONS OF THE STUDY:
1. The study is confined to 200 samples only.
2. The study is confined to the selected customers of SBI Bank in
Chandigarh and Panchkula.
3. Also in some branches of SBI the bank staff was not interested in
providing details.
4. The accuracy of the findings of the study depends upon the
correctness of the responses provided by the respondents.
5. Unwillingness of some respondents to provide information is
another limitation.
6. Findings of this study may be influenced by the personal bias of
the respondents.
7. Customer preferences and opinions are supposed to change
from time to time.

1.6 COMPANY PROFILE

History
The roots of the State Bank of India lie in the first decade of
the 19th century, when the Bank of Calcutta, later renamed the
Bank of Bengal, was established on June 2, 1806. The Bank of
Bengal was one of three Presidency banks, the other two being the
Bank of Bombay (incorporated on April 15, 1840) and the Bank of
Madras (incorporated on July 1, 1843). All three Presidency banks
were incorporated as joint stock companies and were the result of
the royal charters. These three banks received the exclusive right to
issue paper currency in 1861 with the Paper Currency Act, a right
they retained until the formation of the Reserve Bank of India. The
Presidency banks amalgamated on January 27, 1921, and the
reorganized banking entity took as its name Imperial Bank of India.
The Imperial Bank of India remained a joint stock company.
Pursuant to the provisions of the State Bank of India Act of 1955,
the Reserve Bank of India, which is India's central bank, acquired a
controlling interest in the Imperial Bank of India. On April 30, 1955,
the Imperial Bank of India became the State Bank of India. The
government of India recently acquired the Reserve Bank of India's
stake in SBI so as to remove any conflict of interest because the
RBI is the country's banking regulatory authority.

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In 1959, the government passed the State Bank of India (Subsidiary
Banks) Act, enabling the State Bank of India to take over eight
former state-associated banks as its subsidiaries. On September
13, 2008, the State Bank of Saurashtra, one of its associate banks,
merged with the State Bank of India. SBI has acquired local banks
in rescues. For instance, in 1985, it acquired the Bank of Cochin in
Kerala, which had 120 branches. SBI was the acquirer as its
affiliate, the State Bank of Travancore, already had an extensive
network in Kerala.
Origin
• The Imperial Bank of India came into existence on 27
January 1921 when the three Presidency Banks of colonial India,
were reorganized and amalgamated to form a single banking entity.
The three Presidency banks were the Bank of Bengal, established
on 2 June 1806, the Bank of Bombay (incorporated on 15 April
1840), and the Bank of Madras (incorporated on 1 July 1843)
Activities
• Imperial Bank of India performed all the normal functions which a
commercial bank
was expected to perform. In the absence of any central banking
institution in India until 1935, the Imperial Bank of India also
performed a number of functions that are normally carried out by a
central bank.
Milestones
In 1924, at Apollo Street, currently called Mumbai Samachar
Marg, Mumbai, a magnificent stone structure with fretted windows,
was constructed to house a branch of the Imperial Bank of India.
• In (1933), According to, Sir Badridas Goenka, an important
public figure and business tycoon of his time, and a prominent
member of the Marwari community of Calcutta, became the first
Indian to be appointed as the chairman of the Imperial Bank of
India.
Epilogue
The Reserve Bank of India, which is the central banking
organization of India, in the year 1955, acquired a controlling
interest in the Imperial Bank of India, and the Imperial Bank of India
was christened on 30 April 1955 as the State Bank of India, and this

15
transformation from the Imperial Bank of India to the State Bank of
India was given legal recognition in terms off an Act of the
Parliament of India, which came into force from 1 July 1955. The
day on which the Imperial Bank of India (IBI) became the State
Bank of India, IBI had 480 branches, sub-offices, and three local
head offices; and had under its control and command slightly more
than a quarter of the resources of the Indian banking industry. The
branch network of the State Bank of India has since grown to 9093
branches as on 31 March 2004. In 2007 Reserve Bank of India
transferred its stake to the State Bank of India to the Government of
India.

STATE BANK OF INDIA

State Bank of India (SBI) (NSE: SBIN, BSE: 500112, LSE: SBID) is
the largest banking and financial services company in India by
revenue, assets, and market capitalization. It is a state-owned
corporation with its headquarters in Mumbai, Maharashtra. As of
March 2023, it had assets of US$ 750 billion with over 24,000
outlets including 233 overseas branches and agents globally. The
bank traces its ancestry to British India, through the Imperial Bank
of India, to the founding in 1806 of the Bank of Calcutta, making it
the oldest commercial bank in the Indian Subcontinent. Bank of
Madras merged with the other two presidency banks, Bank of
Calcutta and Bank of Bombay to form Imperial Bank of India, which
in turn became the State Bank of India. The government of India
nationalized the Imperial Bank of India in 1955, with the Reserve
Bank of India taking a 60% stake, and renaming it the State Bank of
India.
SBI provides a range of banking products through its vast network
of branches in India and overseas, including products aimed at non-
resident Indians (NRIs). The State Bank Group, with over 24,000
branches, has the largest banking branch network in India. SBI has
14 Local Head Offices situated at Chandigarh, Delhi, Lucknow,
Patna, Kolkata, Guwahati (North East Circle), Bhubaneshwar,
Hyderabad, Chennai, Trivandrum, Bangalore, Mumbai, Bhopal &
Ahmedabad and 101 Zonal Offices that are located at important
cities throughout the country. It also has around 233 branches
overseas.

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SBI is a regional banking behemoth and is one of the largest
financial institutions in the world. The State Bank of India is the
119th most reputed company in the world according to Forbes.

FORMER ASSOCIATE BANKS

SBI acquired the control of seven banks in 1960. They were the
seven regional banks of former Indian princely. They were renamed,
prefixing them with “State Bank of”.- These seven banks were state
bank of Bikaner and Jaipur (SSBJ), state bank of Hyderabad (SBM)
, State bank of Indore (SBN) , State Bank of Mysore (SBS) , State
Bank of Patiala (SBP), State Bank of Saurashtra (SBS) and State
Bank of Travancore (SBT) All these banks were given the same
logo as the parent bank ,SBI State Bank of India and all its
associate banks used the same blue keyhole logo said to have
been inspired by Ahmedabad’s Kankaria lake. The State Bank of
India word mark usually had one standard typeface, but also utilized
other typeface. The word mark now has the keyhole logo followed
by “SBI”

The plans for making SBI a single very large bank by merging the
associate banks started in 2008, and in September the same year,
SBS merged with SBI. The very next year, State Bank of Indore
(SBN) also merged.

Following a merger process, the merger of the 5 remaining

associate banks (viz. State Bank of Bikaner and Jaipur, State Bank
of Hyderabad, State Bank of Mysore, State Bank of Patiala, State
Bank of Travancore, and the Bharatiya Mahila Bank with the SBI
were given principle approval by the union cabinet on 15 June
2016. This came a month after the SBI board had, on 17 May 2016,
cleared an approval to merge its five associate banks and Bhartiya
Mahila Bank with itself.

On 15 February 2017, the Union Cabinet approved the merger of

five associate banks with SBI. An analyst foresaw an initial negative

17
impact as a result of different pension liability provisions and
accounting policies for bad loans. The merger went into effect from
1 April 2017.

Symbol and slogan

The symbol of the State Bank of India is a circle and not a key hole
and a small man at the centre of the circle. A circle depicts
perfection and the common man being the centre of the bank’s
business.

Slogans: “Pure banking nothing else”

also includes: “With you – all the way” and: “a bank of common
man”.

State Bank of India is an India -based bank. In addition to banking,

the Company, through its subsidiaries, provides a range of financial
services, which include life insurance, merchant banking, mutual
funds, credit card, factoring, security trading, pension fund
management and primary dealership in the money market. It
operates in four business segments : the treasury segment includes
the entire investment portfolio and trading in foreign exchange
contracts and derivative contracts; the corporate / wholesale
banking segment comprises the lending activities of corporate
accounts group , mid corporate accounts group and stressed assets
management group; the retail banking segment comprises of
branches in national banking group, which primarily includes
personal banking activities, and other banking and other business.

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 STATE BANK OF INDIA

Type Public
Traded as NSE: SBIN
BSE: 500112
LSE: SBID
BSE SENSEX Constituent
Industry Banking, Financial services
Founded 1 July 1955
Headquarters Mumbai, Maharashtra, India
Area served Worldwide
Key people Dinesh Kumar Khara
(Chairman)
Products Credit cards, retail banking, corporate
banking, finance,
and Insurance, investment banking,
mortgage loans, private
banking, wealth management

Revenue US$ 59 BILLION (2023)

PROFIT US$ 7 BILLION (2023)

Total assets US$ 750 BILLION (2023)
Total equity US$ 47 billion (2023)

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STATEMENT OF PROBLEM

The title of the research is “Analysis of customer complaints, its

reasons and the complaint resolution system of SBI banks. This
indicates that how far the customers of SBI are satisfied with the
services provided by their bank. Also, by addressing customer’s
feedback and providing a quick resolution, so that the bank can
make more than one customer happy. Customer complaints are a
source of insights on what areas should be worked on and
upgraded. Customer complaints is an important issue that needs to
be addressed and resolved in both public and private sector banks.
Now days the banks are facing a lot of problems because the
customers are not satisfied due to the various problems they are
facing. To overcome these problems the banks need to analyse the
various complaints and provide with an effective resolution system.
And to achieve this we undertook this problem for our research
work. For this problem primary data is collected through
questionnaires and interviews taken of various bank employees and
customers.

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 CHAPTER- 2
REVIEW OF LITERATURE

2.1 INTRODUCTION

A literature review discusses published information in a

particular subject area, and sometimes information in a
particular subject area within a certain time period. A literature
review can be just a simple summary of the source but is
usually an organizational pattern that combines both summary
and synthesis. It helps in clarifying and defining the problem,
stating the objectives, formulating a hypothesis, selecting an
appropriate design and methodology of research as well as
interpreting the result in the light of research work already
undertaken in previous studies. In this chapter, an endeavour
has been made to provide and present an overview of various
aspects of this study through the review of existing literature.
 Analysis of customer complaints: To analyse and
resolve customer complaints efficiently and effectively.
Also, better understand your customers & improve
customer service.
 Customer Satisfaction
Quantification of customer satisfaction which typically
involves a score on a multi-point scale apparently
reflects a summary of the extent to which the customer’s
expectations are being met.
 Customer
A customer is an individual or organization that actually
makes a purchase decision. He is the person who buys
a product either for him or another person. A customer is
a person who brings his needs/wants to the marketer.
 Banks complaint resolving techniques: Banks have
various steps in place to help resolve complaints or
problems. Customer Relationship Management helps to
analyse and handle complaints. Also, it helps banks to
manage customers and better understand their needs in
order to provide the right solutions quickly. Customers

21
 can resolve their complaints through the contact centre,
and through their websites also.

Review of literature:

Dutta K. and Dutta K. (2009) investigated the perception of

expectations of customers across all the banks in India.
This study show that customers are more satisfied with the
services of foreign banks followed by private and public
banks. This study suggested that Indian banks must
improve their banking services.

Edwin M. and Fatima S. (2011) conducted a study on the

impact of service quality and customer satisfaction in
commercial banks. This study shows that there is a close
link between customers perception on service quality factor
and customer satisfaction. It brought the suggestion that
bank managers have to formulate appropriate marketing
strategies to satisfy their customers.

Nirmaljeet Virkand Prabhjot Kaur (2012) carried out a

study on customer satisfaction of private and public banks.
Private bank managers maintain better personal
relationship with the customers than the public bank
managers and this factor determines customer satisfaction
to a large extent.

Uppal RK (2010) conducted studies on customer

complaints and this research showed that excellent
customer service and customer satisfaction helps to sustain
business growth. Furthermore, it showed that customer
complaints are continuously increasing in the public sector
banks, adversely affecting customers satisfaction and
performance. This research also suggested that
establishing customer care centre in all banks would help to
solve customer complaints on a priority basis.

Naveen Kumar vs VK Gangal (2011) examined customer

satisfaction in new generation banks showing customers
expectations increasing rapidly in the banking industry of
India. New customers looked the best services at a
reasonable price. Further, it suggested that in the
competitive banking industry banks have to implement

22
 strategic focus on solving customer complaints and
satisfying them. This would in return help them to retain
their customers.

CHAPTER- 3

RESEARCH METHODOLOGY

3.1 Introduction to Research:

Research is defined as a human activity based on an intellectual
application in the investigation of matter. The primary purpose of
applied research is discovering, interpreting, and developing the
methods and systems for the advancement of human knowledge on a
wide variety of scientific matters of our world and the universe.
Research can use the scientific method, but need not do so.
RESEARCH DESIGN
Research design is a purposeful scheme of action proposed to be
carried out in a sequence during the process of research focusing on
the management problem to be talked about. It must be schemes for
problem-solving through proper analysis.
Descriptive Research Design:
Descriptive Research is the one that describes the demographic
characteristics of consumers who use the product or the employees of
the company.
Area of study:
The study is conducted at STATE BANK OF INDIA (Chandigarh,
Panchkula branch).
SAMPLE DESIGN:
Sampling unit: The sampling unit is customers who is having accounts
in SBI and other banks.
Sample Size: The samples have been collected by making use of the
questionnaire method
Method of Data Collection:
Data could be broadly classified as:

23
  Primary Data
 Secondary Data

Primary Data: Primary Data refers to data that is collected firsthand by

a researcher or a team of researchers for a specific research project or
purpose. It is original information that has not been previously
published or analysed, and it is gathered directly from the source or
through the use of data collection methods such as surveys, interviews,
observations, and experiments.
Types of Primary Data:
Types of Primary Data are as follows:
Surveys:
Surveys are one of the most common types of primary data collection
methods. They involve asking a set of standardized questions to a
sample of individuals or organizations, usually through a questionnaire
or an online form.
Interviews:
Interviews involve asking open-ended or structured questions to a
sample of individuals or groups in person, over the phone, or through
video conferencing. They can be conducted in a one-on-one setting or
in a focus group.

 Personal Interviews: In some cultures personal interviews

are requisite. This may be due to a lack of reliable
telecommunication infrastructure or cultural norms. In some
countries, the relatively low incidence of home telephones
attractive labour rates, and high population density make
personal interviews a logical choice. Its primary advantage is
that the interviewer can probe and facilitate during the survey
process. When personal interviews are used it is not
necessary to completely concede national projection.
Observations
Observations involve systematically recording the behaviour or
activities of individuals or groups in a natural or controlled setting. This
type of data collection is often used in fields such as anthropology,
sociology, and psychology.
Secondary Data

24
Secondary data refers to the information or facts already collected.
Such data are collected with the objective of understanding the past
status of any variable. Or the data collected and reported by some
source is accessed and used for the objective of a study. Normally in

research, scholars collect published data and analyse them, to explain

the relationship between variables, which may not have been studied
or the relationship might be explained in a new way. Such a source is
used to save time and cost in compiling data related to the past.
Further, there is no possibility of collecting data related to the past for
the first time. So, this source is used for collecting historical data
(Reference).
Research Instruments:
Structured Questionnaire
SAMPLING:
Sampling is part of a target population sampling is the process of
carefully selecting a small part that represents a large population.
SAMPLE SIZE: 200
POPULATION SIZE: 16,11,770

Sampling Technique:
Simple Random Sampling Technique:
The researcher used a simple random probability sampling technique.
In a simple random sampling, every possible sample has known equal
chances of selection. A simple random is a sample generated by a
process that guarantees in the long run that every possible size will be
selected with known and equal probability.
REASONS FOR USING SIMPLE RANDOM SAMPLING:

 It is the easiest probability method to understand.

 It may serve as a good approximation to some of the more
complex methods used in practice.

ANALYTICAL TOOLS:
Percentage analysis:

25
The percentage refers to a special kind of ratio, the percentage is used
in making comparisons between two or more series of data, and the
percentage is used to describe the relationship.
Percentage= No. of respondents/ Total no. of the sample * 100

CHAPTER- 4
DATA ANALYSIS AND INTERPRETATION

ANALYSIS
Analysis is the process of placing the data in an ordered form,
combining them with the existing information, and extracting meaning
from them. In other word analysis is an answer to the question “What
message is conveyed by each group of data”

Which are otherwise raw facts and are unable to give a meaningful
information. The raw data become information only when they are
analysed and put in meaningful form.

INTERPRETATION
Interpretation is the process of relating various bits of information to
other existing information. Interpretation attempts to answer, “what
relationship exists between the findings to the research for the study in
the beginning.

26
DATA ANALYSIS AND INTERPRETATION
TABLE NO- 1
Table showing age of the respondents:

S. No. Age No. of % of Respondents

Respondents
1 18-25 41 20.5

2 26-35 61 30.5

3 36-45 52 26

4 Above 45 46 23

Total 200 100

Interpretation
From the above table, it is inferred that 20.5% of the respondents have
an age between 18-25 years, 30.5% are between 26-35 years, 26%
are between 36-45 years and the remaining 23% are above 45 years of
age.

27
Chart no 1

23% 20.5%

30.5%
26%

18-25 26-35 36-45 >45

28
TABLE NO- 2
Table showing the gender of the respondents:

S. No. Gender No. of Respondents % of Respondents

1 Male 132 66

2 Female 68 34

Total 200 100

Interpretation
From the above table, it is inferred that 66% of the respondents are male and the
remaining 34% of the respondents are female.

Chart No-2

33%

67%

1 2

29
TABLE NO- 3
Table showing the education level of the respondents:

S.No. Education No. of Respondents % of Respondents

1. Matric 11 5.5

2. 10+2 34 17

3. Graduate 97 48.5

4. Post Graduate 58 29

Total 200 100

Interpretation
From the above table, it is inferred that 5.5% of the respondents are of matric
background, 17% of the respondents are of 10+2 background, 48.5% of the
respondents are graduates and the remaining 29% of the respondents are
Postgraduates.

Chart No-3

30
TABLE NO- 4
Table showing the occupation of the respondents:

S. No. Occupation No. of Respondents % of Respondents

1. Student 36 18

2. Private Employee 55 27.5

3. Govt. Employee 49 24.5

4. Business 35 17.5

5. Others 25 12.5

Total 200 100

Interpretation
From the above table, it is inferred that 18% of the respondents are students, 27.5%
of the respondents are private employees, 24.5% of the respondents are Govt.
employees, 17.5% are businesses and 12.5% are others (like housewives, retired
personnel).

Chart No-4

31
TABLE NO- 5
Table showing time duration of bank accounts of the respondents:

S.No. Time Duration No. of Respondents % of Respondents

1. Less than 1 year 5 2.5

2. 1-3 years 24 12

3. 4-10 years 83 41.5

4. More than 10 years 88 44

Total 200 100

Interpretation
From the above table, it is inferred that 2.5% of the respondents have a bank
account from a period of less than 1 year, 12.1% of the respondents have an
account from 1-3 years, 41.7% of the respondents have an account from 4-10 years
and 43.7% of the respondents have an account from more than 10 years.

Chart No-5
3%

12%

44%

42%

<1 year 1-3year 4-10year >10 years

32
TABLE NO- 6
Table no. 6.1 showing the types of the complaint’s respondents have with SBI:

S. Complaints No. of Respondents % of Respondents

No.

1 Settlement of 6 3
deceased account

2 Cheque Book/ 12 6
Debit card related

3 Unauthorized 53 26
electronic
transaction /
Transaction related

4 Pension related 6 3

5 Staff misbehaviour 21 11

6 Passbook related 20 10

7 Complaints related 12 6
to loans

8 YONO app 36 18

9 Others 34 17

Total 200 100

Settlement
ChequeofBook/
deceased
Unauthorized
Debit card
Others account
relatedelectronic
17% 3% 6%transaction /
Transaction re-
lated
27%
Yono app
18%

Complaints re- Pension re-

lated toPassbook
loans related lated
Staff misbehavior
6% 10% 11% 3%

33
Pie chart No.- 6.1.1
Interpretation

Settlement of deceased
account
3%

From the above pie chart, it is inferred that 3% of the respondents have problem in
the settlement of deceased accounts.

Pie chart No.- 6.1.2

Interpretation:

Cheque Book/ Debit card

related
6%

34
From the above pie chart, it is inferred that 6% of the respondents have problems
with cheque book/Debit card related.
Pie chart No.- 6.1.3.
Interpretation

Unau-
tho-
rized
elec-
tronic
trans
action
/
Trans
action
re-
lated
27%

From the above pie chart, it is inferred that 26% of the respondents have problems
related of unauthorized electronic transactions / Transaction related

Pie chart No. 6.1.4.

Interpretation:

Pen-
sion re-
lated
3%

35
From the above pie chart, it is inferred that 3% of respondents have problems related
to pension.
Pie chart No.- 6.1.5.
Interpretation

Staff misbehavior
11%

From the above pie chart, it is inferred that 11% of the respondents have problem
related to staff misbehaviour.

Pie chart No.-6.1.6.

Interpretation

Passbook related
10%

36
From the above pie chart, it is inferred that 10% of the respondents have problems
related to passbooks.
Pie chart No. 6.1.7
Interpretation:

Com-
plaints
related
to loans
6%

From the above pie chart, it is inferred that 6% of the respondents have problems
related to loans.
Pie chart No.- 6.1.8.
Interpretation:

Yono
app
18%

37
From the above pie chart, it is inferred that 18% of the respondents have problems
related to the Yono app.
Pie chart No.- 6.1.9.
Interpretation:

Ot
her
s
17
%

From the above pie chart, it is inferred that 18% of the respondents have other
complaints like ATM-Related, not having door to door services and not good
customer services.

38
Table no. 7 showing the timely resolution of complaints of the respondents:

S. No. Complaints timely No. of Respondents % of Respondents

resolved
1 Yes 130 65

2 No 70 35

Total 200 100

Interpretation
From the above table, it is inferred that 65% of the respondent’s problems are timely
resolved and the remaining 35% of the respondent’s problems are not resolved
within the time

Chart No-7

65%

35%

1 2

39
Table no. 8 shows the channel used for the speedy resolution of complaints by the
respondents:

S.No. Education No. of Respondents % of Respondents

1. Branch 120 60

2. Contact centre 18 9

3. SBI website 10 5

4. Online mode 52 26

Total 200 100

Interpretation
From the above table, it is inferred that 60% of the respondents come to the branch
to resolve their problem, 9% resolve through the contact centre, 5% resolve through
the SBI website and the remaining 26% resolve their complaints through online
mode.

Chart No-8

40
 Table no. 9 shows the satisfaction level of respondents against the time taken for
the resolution of complaints:

S.No. Education No. of Respondents % of Respondents

1. Very Satisfied 6 3

2. Satisfied 144 72

3. Dissatisfied 48 24

4. Very Dissatisfied 2 1

Total 200 100

Interpretation
From the above table, it is inferred that 3% of the respondents are very satisfied,
72% are satisfied, 24% are dissatisfied while remaining 1% are very dissatisfied.

Chart No-9

41
 Table no. 10 shows the rating of customer service of SBI bank by respondents as
compared to other banks:

S.No. Customer Service No. of Respondents % of Respondents

1. Best 17 8.5

2. Good 125 62.5

3. Equal 34 17

4. Worst 24 12

Total 200 100

Interpretation
From the above table, it is inferred that 8.5% of the respondents rated SBI customer
service as the best while 62.5% of respondents rated it as good, 17% rated it as
equal as compared to other banks and 12% rated it as worst.

Chart No-10

42
 Table no. 11 shows rating of customer service of SBI bank by respondents as
compared to other banks:

S.No. Recommendation No. of % of Respondents

Respondents

1. 0-6 (Detractors) 65 32.5

2. 7-8 (Passives) 100 50

3. 9-10 (Promoters) 35 17.5

Total 200 100

Interpretation
From the above table, it is inferred that 32.5% of the respondents gave
recommendations from 0-6 while 50% of the respondents gave from 7-8 and the
remaining 17.5% gave recommendations from 9-10.
Chart No-11

43
 CHAPTER- 5

FINDINGS

 It is inferred that 20.5% of the respondents have an age between 18-25 years,
30.5% of the respondents are between 26-35 years, 26% are between 36-45
years and the remaining 23% of the respondents are above 45 years of age.

 According to the chart that 66% of the respondents are male and the
remaining 34% of the respondents are female.

 The table shows that 5.5% of the respondents are of matric background, 17%
of the respondents are of 10+2 background, 48.5% of the respondents are
graduates and the remaining 29% of the respondents are Postgraduates.

 It is inferred that 18% of the respondents are students, 27.5% of the

respondents are private employees, 24.5% of the respondents are Govt.
employees, 17.5% are businesses and 12.5% are others (like housewives,
retired personnel).

 According to the chart 2.5% of the respondents have a bank account from a
period of less than 1 year, 12.1% of the respondents have an account from 1-
3 years, 41.7% of the respondents have an account from 4-10 years and
43.7% of the respondents have an account from more than 10 years.

 It is inferred that 3% of the respondents have problems in the settlement of

deceased accounts.

 According to the chart, 6% of the respondents have problems with Cheque

book/ Debit card related.

 It is inferred that 26.5% of the respondents have problems with Unauthorized

electronic transactions/Transaction related.

 According to the table 10.5% of the respondents have problems with staff
misbehaviour.

44
 It is inferred that 10% of the respondents have problems related to
passbooks.

 According to the chart 6% of the respondents have problems related to loans.

 It is inferred that 17% of the respondents have other complaints like sending
them from counter to counter, ATM-related, lunch break issues, and not good
customer service.

 According to the chart, 65% of the respondent’s problems are timely resolved
and the remaining 35% of the respondent’s problems are not resolved within
the time.

 It is inferred that 60% of the respondents come to the branch to resolve their
problem, 9% resolve through the contact centre, 5% resolve through the SBI
website and the remaining 26% resolve their complaints through online mode.

 According to the data that 3% of the respondents are very satisfied, 72% are
satisfied, 24% are dissatisfied while remaining 1% are very dissatisfied.

 It is inferred that 8.5% of the respondents rated SBI customer service as the
best while 62.5% of respondents rated it as good, 17% rated it as equal as
compared to other banks and 12% rated it as worst.

 According to the table that 32.5% of the respondents gave recommendations

from 0-6 while 50% of the respondents gave from 7-8 and the remaining
17.5% gave recommendations from 9-10.

NET PROMOTER SCORE(NPS)

It is a metric used in customer experience programs. It measures the loyalty of a
customer towards an organization. Measured by subtracting the percentage of
detractors from the percentage of promoters.
Therefore,
Given % of Promoters = 17.5
% of Detractors = 32.5
NPS Score = -15

45
 CHAPTER-6
Reasons and resolutions for the complaints faced by the respondents

1) Settlement of deceased accounts

Reason:
i) No nominee filled during the time of the creation of the account.
ii) KYC-related problems of the claimant.
iii) Tedious documentation process.
iv) Legal representation in respect of deceased constituents and the specimen.
v) Nonavailability of death certificates at times.

Resolution:
Every application for settlement of the account of a deceased constituent received at
the branch should be duly acknowledged. If the documents are incomplete/ not in
order or the claim is rejected, the same should be duly recorded along with reasons
thereof, under advice to the claimants and a copy of the communication should also
be endorsed to the Controller. The Controller shall examine the reasons in the light
of the bank’s extant instructions and appropriately guide/ instruct the branches,
wherever felt necessary.
Nomination in accounts makes the settlement of claims in respect of deceased
accounts a quick and hassle-free process. As such, branches should endeavour to
promote nominations in all new/ existing accounts. Also the bank must help the
claimant to go through the legal process if the need arises.

2) Chequebook/ Debit Card related

Reasons:
i) It takes a lot of time to reach the customer after applying.
ii) SBI sometimes does not respond to a cancelled request on chequebook/
debit card related.
iii) E-commerce transactions related to debit cards are sometimes disabled.
iv) Sometimes signature mismatch or wrong-spelled name causes the cheque
to be cancelled.
v) Only 5 transactions can be done in a day through a debit card freely.
A balance up to a certain limit can only be withdrawn through a debit card.

46
Resolution:

There are various channels through which a customer can lodge his/her
grievance – in person by visiting SBI Card office/branch, by telephone, through
website/Mobile app/chatbot or by mail/post, or by email. If a complaint received
via any of the above-mentioned channels is not resolved within the prescribed
time frame or he/she is not satisfied with the resolution offered, he/she can
approach Nodal officer/Principal Nodal Officer/ appointed by SBI Card through
email/ letter/telephone and if still not satisfied by the response he can approach
Ombudsman appointed under the Reserve Bank- Integrated Ombudsman
Scheme 2021 with his/her complaint or resort to other legal avenues for
grievance redressal. Once a complaint has been registered /received by SBI
Card, appropriate measures for resolution of the grievances are taken by the
business.

3) Unauthorized Electronic Transactions/ Transaction Related

Reasons:

 Debit card/ Credit card is lost or stolen.

 Shows failed transaction but the amount is deducted from the account.
 Sometimes the server of the bank is down.
 During various online transactions the OTP may not be received.
 Due to filling in of wrong details of the recipient’s account online the
transacted amount may be lost or does not reach the desired recipient.
 Fraud-related transactions may also occur like the sharing of the OTP or
clicking on the various suspicious links sent.
Resolution:
Notifying the Bank of any unauthorized electronic banking
transactions in their account (s) customers are required to immediately report
the unauthorized transaction on our dedicated toll-free (helpline) number
(1800111109). A separate link has also been provided in the bank’s website
for the purpose of reporting unauthorized electronic transactions and the
same may also be made use of.

Further, they may also notify unauthorized electronic banking transactions by

forwarding transaction SMS to the dedicated number from the registered
mobile number or by forwarding transaction email to the dedicated email
address from the registered email address, or contact their home branch
during working hours.

47
 Bank shall provide a direct link for lodging such complaints, with a specific
option to report unauthorized electronic transactions on the home page of the
website. A single dedicated Cell named as “Customer Liability Identification
Cell” (CLIC) has been set up at each Circle, to exclusively deal with
complaints emanating from Unauthorized Electronics Debit (UAED)
transactions.

All the eligible cases must be examined by “CLIC” for taking a decision to
identify the case as fraud in the books of the Bank and for restoration of the
amount:
a) Irrespective of the amount involved.
b) Irrespective of the channel through which unauthorized electronic debit
transaction was reported.
4) Pension related
Reasons:

 Sometimes the pension may not be timely credited to the account.

 Even after availing of the SMS services, the SMS alerts relating to the
pension are not received.
 Sometimes the pension may be halted due to the non-filling of the Life form.
 Delay in the revision of pension/ family pension.

Resolution:

The pension problem can be resolved by many channels:

 The branch channel offers customers the convenience of accessing a
complaint book, which can be obtained directly from the branch
Manager or Service Manager at the branch.
 Customers have the option to submit their inquiries or complaints
through email by sending them to the designated email addresses:
customercase@sbi.co.in or contactcentre@sbi.co.in
 Through contact centre – 18001234 or 18002100 or 1800112211
 Through www.sbi.co.in under the link customer care >>>Register your
complaint
 Through pre-login page of online sbi.com / YONO Lite (Bank’s internet
banking platform)

48
5) Staff Misbehaviour
Reasons:

 Sometimes the staff is not interested in dealing with the problems of the
customer.
 Also, sometimes the branch is overcrowded due to which the employees are
frustrated and may misbehave with the customers.
 The employees sometimes improperly address their customer’s complaints
due to which a conflict arises between them.
 Due to the delay of the customer’s work and telling them to again and again
visit the branch.
 The customer may find the bank staff careless related to some work assigned
to them.

Resolution:
Complain to the branch manager at the first instance.
If the Branch Manager is not responsive, then approach the regional manager
or Assistant General Manager of the concerned region with the address or
telephone number noted in the branch premises.
If you are not satisfied or think it of not a quick action, then call on customer
care, the number which you will get at the branch itself.
You can get the bank email ID of LHOs and concerned officials who deal with
customer grievances. You can send the complaint through email also to the
LHO concerned.

6) Complaints related to loans

Reasons:

 Fluctuations in the interest rate.

 Tedious documentation process.
 Delay in loan approval and its processing.
 Delay in loan disbursement.

Resolution:
Customer can lodge their complaint on SBI Loan Customer care Toll-Free
Number1800112018
SBI claims to redress grievances or complaints within a period of 3 weeks.
The customer of SBI loan can escalate the unresolved complaints or
grievances

49
 if He/she is not satisfied with the solution provided. He can then lodge his
complaint Circle complaints resolution centre (CCRC), Local
head office and at Last at corporate centre.

7) Passbook related
Reasons:

 Sometimes the passbook printer is not working.

 The bar-code of the passbook is also not working.
 Passbook is very thin as it is filled very fast.
 Sometimes the passbook is not issued timely.
 On availing of the passbook, the customer may not receive it timely.

Resolution:
If anybody lost Bank Passbook, misplace it, or damaged it, then you may
apply for a new bank passbook in SBI. The steps involved to apply for a new
passbook are:
a) Write an application letter to your bank branch manager and ask him for a
duplicate bank passbook.
b) Always mention the proper reason why are you applying for a new or
duplicate bank passbook.
c) If anyone consumes all pages of the SBI Bank Passbook, then you will
receive a new bank passbook from the bank.
d) If you lost your bank passbook, then you have to pay for it first along with
the applicable GST charges.
In this manner, you will be able to apply for a new SBI Bank Passbook.
Also, for the barcode not working one may visit his/her nearest branch.

8) YONO app-related complaints

Reasons:

 Complex interface
 Difficulty in doing net banking through the app
 Most of the time app server goes slow.
 Shows error while doing transactions.

Resolution:
YONO SBI Help Centre: SBI has provided a dedicated helpline for any
queries or issues that the customers may have with regards to the YONO SBI
app as well as any of the features or any concerns regarding the safety and
security of the app. Customers can contact the customer service of SBI at any
time as it is
50
 available for any assistance 24x7.Customers can provide their feedback, raise
a complaint as well as track the complaint raised through this help centre. SBI
Support helpline number that is available 24x7 for any kind of assistance is
(1800 1234), (1800 2100)
9) Other complaints
It mainly includes complaints like KYC-related, ATM-related, sending
customers counter to counter, and lunch break timing).
Reasons:

 Sometimes the cash gets stuck in ATM while withdrawing it.

 Sometimes the ATM is out of cash.
 Sometimes the ATM is unable to scan the card.
 Also, the employees send the customer from one counter to another which
wastes their time and energy.
 During lunchtime the employees do not attend to the customers.
 In the KYC process there is a lengthy on-boarding process.

Resolution:
SBI customers can send the documents to the branch's mail address using
their registered email address. Customers who have difficulties in upgrading
their KYC details can file a report at crcf.sbi.co.in/ccf/. Under the current
customer> general banking/operation of accounts section, you can share the
relevant details of your complaint at crcf.sbi.co.in/ccf/. You can also file
grievances by calling SBI's helpline number, which is 1800 11 2211 (toll-free),
1800 425 3800 (toll-free), or 080-26599990. The bank will address your
complaint once you have successfully lodged it.

51
 CHAPTER - 7
SBI Complaint Resolution System

The customer is the focus of the Bank’s products, services, and people. The Bank’s
business growth depends entirely on the satisfaction of customers with what the
Bank offers them. A suitable mechanism must therefore exist for receiving and
redressing customer grievances courteously, promptly, and satisfactorily. The details
of the grievance’s redressal mechanism must be in the domain of public knowledge.
1) Resolution related to branch transactions:

i) In case of any difficulty in transactions, the customers may approach the

Service Manager at the Branch or the Customer Relations Executive, or
the Branch Manager, who will ensure that the customers’ Banking needs
are attended to. However, if this does not happen, customers may demand
the complaint book, which will be available in all Branches with the Branch
Manager / Service Manager, and lodge a written complaint. A copy of the
complaint shall be returned to the customer with an acknowledgment of
receipt. The Branch shall make efforts to ensure that the redressal of the
complaint takes place expeditiously and in any case within a maximum
period of three weeks. The complaint entered in the complaint book will be
entered into CRM-CMS (Complaint Management System) application by
the Branch within the next working day.
ii) In case the customer is unable to visit the Branch, he may lodge his
complaint through other channels viz. Contact Centre toll-free numbers
(18001234). The Customers can also send their complaints through email
to the designated e-mail Id or lodge their grievance online on the Bank’s
website (www.sbi.co.in) under the link ‘Customer Care’ or on the pre-login
page of onlinesbi.com / YONO Lite (Bank’s Internet Banking platform).
iii) In case of difficulty with the Branch, or unsatisfactory reply in respect of
complaint lodged with the Branch / other channels, the customer can
approach the Assistant General Manager [Regional Business office (RBO)]
/ Dy General Manager (B&O) / General Manager (Network) of the Local
Head Office under whose administrative control the Branch functions. The
contact particulars of the officials can be obtained from the Branch or from
the helpline numbers at the concerned Local Head Office.

52
 iv) Instead of lodging a complaint in the web-based complaint form, if a
customer sends an email to the designated e-mail id., a complaint will be
lodged under the appropriate category and a ticket number will be sent for

subsequent tracking of the status of a complaint by the complainant by

SMS on the registered mobile number/email on the registered email
address.

2) Resolution related to Technology transactions:

i) Assistance for such activities is available on Toll-free helpline numbers

(1800111109). The customer may also lodge/raise his grievance online on
the Bank’s website (www.sbi.co.in) under the link ‘Customer Care’ or on
the pre-login page of onlinesbi.com / YONO Lite (the Bank’s Internet
Banking platform).
ii) In respect of Digital banking / Electronic banking transactions done by the
customers, they may lodge their service requests/queries/complaints, etc
by contacting their home Branch or sending an e-mail to the designated e-
mail ids for redressal of their issues/complaints. In case the customer is
not satisfied with the handling of his complaint, he may contact the
General Manager (Network) of the LHO or the Customer Service
Department at LHO / Corporate Centre. The contact details are available
on the Bank’s website.
iii) However, for notifying the Bank of any unauthorized electronic banking
transactions in their account (s) customers are required to immediately
report the unauthorized transaction on a dedicated toll-free (helpline)
number. A separate link has also been provided in the bank’s website for
the purpose of reporting unauthorized electronic transactions and the
same may also be made use of. Further, they may also notify
unauthorized electronic banking transactions by forwarding transaction
SMS to the dedicated number from the registered mobile number or by
forwarding transaction email to the dedicated email address from the
registered email address, or contact their home branch during working
hours.

3) Nodal Officer for handling complaints:

i) The Principal Nodal Officer at SBI, Corporate Centre, Mumbai for customer
grievances redressal is the General Manager (Customer Experience),
Customer Experience Enhancement Department. The Principal Nodal

53
 Officer is responsible for the implementation and monitoring of customer
grievances redressal in the entire Bank. Customers can write quoting their
complaint number to the Principal Nodal Officer regarding their grievances.
ii) The Nodal officer for grievance redressal at Local Head Offices shall be the
respective General Manager (Network) and grievances will be handled by
the Customer Service Department. The Network Nodal Officer shall monitor

the implementation of the Bank’s grievances redressal mechanism in

Branches under his Network. There will be a Deputy General Manager
(Customer Service & Ops) & an AGM (Customer Service) in each LHO for
coordinating with all the networks and Corporate Centre. They shall bring
the deficiencies, if any, to the attention of the Chief General Manager (LHO)
for rectification.

4) Escalation matrix for customer complaints:

i) A complaint is required to be redressed within an overall maximum period

of three weeks except for a few categories of digital complaints, where the
TAT is separately prescribed. All the complaints received from the
customers will be lodged in CRM without any exceptions. The complaints
(except a few categories of digital complaints, which are assigned to GITC)
lodged by a customer are first assigned to the Customer Complaint
Resolution Centre (CCRC) for redressal. To monitor the disposal of
complaints by CCRC, an email alert will be triggered to higher officials to
intervene and ensure the disposal of the complaints within TAT. The
escalation matrix (through email alert) for customer complaints is given
below:

Sr Trigger Conditions Level 0 1st Level 2nd Level 3rd Level

Escalation Escalation Escalation Escalation
No.
(Hours) (Hours) (Hours) (Hours)

T = Case created on + TAT

1 Internal Complaint T-48 T-36 T-24 T

TAT Breach +
Category + Sub-
Category + Sub-
Sub-Category

Escalation will be sent to the below users based on the level

Level 0: Case Owner, Case assigned To

54
 Level 1: Level 0 + their controller
Level 2: Level 0 + Level 1 + their controller
Level 3: Level 0 + Level 1 + Level 2 + their controller
Note: The case assigned to/current owner of the case will be notified with
escalation and the hierarchy will be the same for all the levels as mentioned
above.

The resolver at CCRC is expected to resolve the case within the prescribed TAT
allotted to the category of cases in CRM. The complaint will invariably have to be
redressed within a maximum period of 21 days / three weeks. The Customer can
approach the Banking Ombudsman in case his grievance is not redressed within 30
days of lodging the complaint as per extant guidelines.

5) Acknowledgement of Grievances and Redressal:

i) The Branch or the Corporate Centre as the case may be, can lodge/
acknowledge the grievance within three working days of receipt and
initiate action to get the grievance resolved within a maximum period of
three weeks from the date of receipt. The customer will also be kept
informed of the action taken, the reasons for delay if any, in redressal, and
the progress in redressal of the grievance. Complaints can be lodged in
CRM-CMS at any level from Branch to Corporate Centre.
ii) Complaints received by e-mail shall be acknowledged by email to the
extent possible. The follow-up action taken in respect of such complaints
shall be advised to customers by email / SMS. However, in cases of
complaints of serious nature and delays in redressal, etc., a paper trail will
necessarily be created.
iii) In case the customer is unhappy with the redressal provided by the Bank
or his grievance has not been redressed within one month of the date of
the complaint, he can approach the Banking Ombudsman concerned for
redressal. The customer will be given the necessary guidance in this
regard by the Branches / LHOs. The contact details of the Banking
Ombudsman of the respective Region shall be displayed at each Branch.

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 CHAPTER- 8
Resolution Effectiveness of SBI and Comparison with other banks

i) SBI was able to achieve 96% success in complaint resolution in the year
2021-2022.

ii) SBI has satisfied its customers to a great extent that’s why SBI is the
largest bank in India with a market cap of 5,110 billion.

iii) With over 200 years of legacy, SBI provides a broad range of products
and services through its extensive network of branches and outlets,
serving a customer base of almost 46.77 crores.

iv) It is the country’s biggest lender as it booked a net profit of Rs 8,432 crore
in Q3FY22.

v) According to the data analysis done above 65% of the customer agreed
that their complaints were timely resolved.

vi) As 72% of the customers are satisfied with SBI’s complaint resolution
system so it implies that the SBI resolution system is effective to some
extent.

vii) From the data analysis done we came to know that 62.5% of the
customers think that SBI’s customer service is good as compared to other
banks. So this also implies that SBI’s complaint resolution system is
effective to a great extent

viii) From the data analysis done, we came to know that

most of the customers rated SBI 7-8 out of 10 which is a quite good rating.
This rating is only possible if the customers are satisfied and the
customers will be satisfied only if their complaints are timely and properly
resolved.

ix) From the data analysis done, we came to know that 43,7% of the customer
are joined with SBI for more than 10 years. This shows that people trust
SBI more than other banks.

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57
COMPARISON OF SBI WITH OTHER BANKS:

SBI & ICICI

Name of the bank SBI ICICI

Total Complaints 58644 22043

Complaints per branch 2.37 4.11

Complaints related to 0.042 0.049

ATM / DC* per 1,000 ATM /
DC* outstanding
Complaints related to CC* 0.108 0.309
per 1,000 outstanding CC*
Digital complaints per 0.00087 0.00108
1,000 digital transactions
executed
through the bank
Non-digital Complaints per 0.057 0.133
1,000 accounts
ATM / Debit Cards 11514 1804
Mobile / electronic banking 12275 3158

Non- Observance of FPC 5047 2102

Credit Cards 1489 4011

Failure to meet 4305 1882

commitments
Levy of charges without 1862 1698
prior notice
Loans and Advances 4889 2529
Non-adherence to BCSBI 1085 416
Codes
Deposit Accounts related 3858 1050

Pension payments 2710 21

Remittances 666 274

Para banking 384 93

Notes and Coins 88 17

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 Others 7133 2424
Out of purview of BOS 1262 433

 ICICI Bank is perceived to be better than SBI Bank in terms of Bank provides
prompt service as promised
 ICICI Bank’s iMobile app is much better than other banks. In the financial year
2021-22, ICICI received 3158 complaints and SBI received 12275.
 ICICI Bank is perceived to be better than SBI Bank in terms of the willingness
of personnel to help customers.
 Customers have rated ICICI Bank better in terms of the behaviour of the
employees in the bank as compared to SBI.

SBI & HDFC

Name of the bank SBI HDFC

Total Complaints 58644 20044

Complaints per branch 2.37 3.13

Complaints related to ATM / 0.042 0.041

DC* per 1,000 ATM / DC*
outstanding
Complaints related to CC* 0.108 0.254
per 1,000 outstanding CC*
Digital complaints per 1,000 0.00087 0,00083
digital transactions executed
through the bank
Non-digital Complaints per 0.057 0.103
1,000 accounts
ATM / Debit Cards 11514 1748
Mobile / electronic banking 12275 2673

Non- Observance of FPC 5047 1849

Credit Cards 1489 4202

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Failure to meet commitments 4305 1950
Levy of charges without prior 1862 1248
notice
Loans and Advances 4889 2077
Non-adherence to BCSBI 1085 355
Codes
Deposit Accounts related 3858 834

Pension payments 2710 18

Remittances 666 191

Para banking 384 104

Notes and Coins 88 29

Others 7133 2234

Out of purview of BOS 1262 389

 Customers are more satisfied with HDFC Bank due to their better services
provided by them. They only received 20044 complaints in financial year
2021-22 which is less than a SBI complaints.
 HDFC customers are satisfied with staff. Staff attend their customer properly.
Customers want a change in the behaviour of the staff of SBI
 In comparison with HDFC bank, SBI have to work on their ATM or mobile
banking services. In financial year 2021-22 HDFC bank received 1748
complaints and SBI received 11514.
 Complaint resolution timing of HDFC is very fast as compared to SBI whether
online or at branches.
 HDFC attends customers more attentively and tries to satisfy them timely but
SBI doesn’t attend customers properly.
 HDFC focuses on technology, that’s why 99% of banking services are online
as compared to SBI.
 HDFC educates its customers to use online banking services.

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SBI & Axis

Name of the bank SBI AXIS

Total Complaints 58644 16992

Complaints per branch 2.37 3.45

Complaints related to 0.042 0.052

ATM / DC* per 1,000 ATM
/ DC* outstanding
Complaints related to 0.108 0.469
CC* per 1,000
outstanding CC*
Digital complaints per 0.00087 0.00060
1,000 digital transactions
executed
through the bank
Non-digital Complaints 0.057 0.161
per
1,000 accounts
ATM / Debit Cards 11514 1450
Mobile / electronic 12275 1694
banking

Non- Observance of FPC 5047 1424

Credit Cards 1489 4235

Failure to meet 4305 1460

commitments
Levy of charges without 1862 1730
prior notice
Loans and Advances 4889 1499
Non-adherence to BCSBI 1085 319
Codes
Deposit Accounts related 3858 356

Pension payments 2710 7

Remittances 666 130

Para banking 384 101

Notes and Coins 88 18

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 Others 7133 1590
Out of purview of BOS 1262 286

 Axis Bank received 16992 complaints in the financial year 2021-22 which is
41652 less than the SBI. In the financial year 2021-22, SBI received 58644
complaints.

 Axis has one of the best online banking services with 1694 complaints and
SBI received 12275 in the financial year 2021-22. Customers are happy with
their mobile banking as compared to SBI.

 Axis Bank resolves the problem within 24 hours but sometime it may vary
depending on the nature of complaints.

 Due to less customer base Axis Bank is able to handle its customers more
calmly and properly.

 Axis Bank received 1450 complaints regarding ATM and SBI received 11514
complaints in financial year 2021-22. SBI have to work on their ATM services
to satisfy their customer.

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 CHAPTER- 9
SUGGESTIONS

The banks must play an effective role to satisfy their customer demands while
marketing their products, and services as well as their complaint resolution system.
Banks must be committed to providing the best possible service to their customers. If
the banks are able to satisfy their customers, then only they will be able to retain as
well as increase their customer base. Banks must always understand their
customers’ complaints and accordingly work on those complaints.

1)“May I help you” counters to be set up invariably at every branch/operating unit.

This counter will help customers by guiding them to the relevant counters.

2) Customer Feedback systems/machines can be installed at the

branches/operating units where customers can provide feedback related to services
A report can be generated by the system wherein branch officials can analyse
customers name-wise or account number-wise. The feedback should be analysed
daily and services can be upgraded according to the received feedback.

3) Responding to customer emails is a crucial factor in ensuring customer

satisfaction and can effectively reduce the number of customers visiting branches.
The bank has taken a significant step forward by accepting KYC documents through
emails, which has simplified the process for customers. KYC should be completely
online customers much not visit a branch for that. In particular, NRI customers
frequently reach out with their queries via email. By promptly addressing these
queries, we can discourage customers from making unnecessary branch visits. Also,
in the case of address updation, same thing can be done. We have the opportunity
to simplify this process by digitizing it through an online platform. Leading banks like
HDFC and ICICI have already implemented this option successfully. The customer
simply needs to upload the necessary address proof, which will be verified by the
bank. By offering this convenient service, we can significantly reduce customer
footfall at branches. This digital address updating feature not only enhances
customer convenience but also improves operational efficiency.

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4) SBI should enhance awareness among its customers about its valuable services,
such as the convenient door-to-door assistance offered exclusively for senior
citizens. Despite providing this commendable service, many customers remain
unaware of its availability.

5) The bank can look into concept of ‘Technology Support on Wheels’ entails having
dedicated technical staff stationed at metro and urban centres equipped with the
necessary tools to promptly address any unexpected technological issues faced by
branches and operating units. This proactive approach not only saves valuable time
but also significantly boosts the morale of front-line staff members. By having
immediate access to technical support, they can efficiently resolve any technological
glitches, ensuring smooth operations and enhancing overall productivity.

6) Considering the issues faced by customers with their passbooks, it is essential to

completely revamp the passbook concept in cities like Chandigarh and Panchkula.
To address this, the introduction of a dedicated app exclusively for digital passbooks
would be highly beneficial. By shifting to a digital passbook format, customers can
conveniently access their account information through the app, eliminating the need
for physical passbooks. This technological advancement will provide a more efficient
and user-friendly experience, ensuring that customers in these cities have a
seamless and hassle-free way of managing their banking transactions.

7) Delivering exceptional after-sales service is crucial because customer satisfaction

with their initial purchase determines whether they will make repeat purchases. By
providing comprehensive information, addressing doubts, and offering timely
responses, the bank can significantly impact customer satisfaction levels. This
proactive approach to after-sales service has the potential to be a game-changer for
the bank, as it creates a positive customer experience and builds trust and loyalty.
When customers feel supported and valued throughout their banking journey, they
are more likely to continue engaging with the bank's products and services, leading
to long-term customer relationships and business growth

8) Though only 41.5% of customers are passives, SBI needs to take care that the
number should not increase and work on how to make them promoters.

9) SBI must work hard on improving its customer services as 12% of the
respondents feel that it has worst customer service. There are too many products in

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the market that’s why customers got confused as which service to avail which not to.
All the information must be categorized properly into the subset of available sets.

10)To enhance customer service efficiency and reduce customer footfall at branches,
it is crucial to empower customer care contact centres. By equipping them with the
necessary authority and resources, they can effectively address minor issues related
to account inquiries, ATMs, and cheque books. Additionally, enabling them to handle
non-financial transactions would further streamline customer service and alleviate
the burden on branches and operating units. This strategic approach allows
branches to prioritize more significant and productive matters while ensuring that
customers receive prompt assistance for their routine needs. By optimizing the
capabilities of the customer care contact centres, we can enhance overall customer
satisfaction, improve operational efficiency, and foster a more productive work
environment for our branches and operating units.

11)SBI offers loans based on the customer's repayment capacity and eligibility, which
unfortunately leads to some customers not being able to secure the desired loan
amount. To address this, SBI should consider revising its loan amount norms and
adopting a more flexible approach. By doing so, customers will have a better chance
of acquiring the necessary funds to purchase their dream homes. This adjustment
will not only fulfil their aspirations but also help SBI maintain customer loyalty and
reduce turnover. By accommodating the financial needs of customers through such
measures, SBI can strengthen its position as a customer-centric institution, fostering
long-term relationships and customer satisfaction.

12) In the satisfaction level, as compared to the other banks SBI must update its
customer-friendly innovative technology to offer more level of satisfaction.

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 CHAPTER-10
CONCLUSION

In conclusion, the analysis of customer complaints and the evaluation of the

complaint resolution system in banks have provided valuable insight and the
effectiveness of the current process in addressing their concerns by examining the
nature of complaints and assessing the performance of the complaint resolution
system. We have identified areas where improvement can be made to enhance
customer satisfaction and trust in the banking industry. The analysis revealed several
key findings, regarding customer complaints in banks. Firstly, it became apparent
that there is a need for greater transparency throughout the complaint resolution
process. Many complaints indicated dissatisfaction with unclear procedures and
inadequate updates on the progress of their complaints. Secondly, the analysis
emphasized the significance of improving the efficiency and responsiveness of the
complaint resolution system. Customers expressed frustration against delays and
lack of timely resolution of their complaints. Also, some customers don’t know about
the banks online resolution system. So, they must be made aware of how and where
to seek their grievance redressal.

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 CHAPTER-11
BIBLIOGRAPHY

Websites:

https://sbi.co.in/

https://www.onlinesbi.sbi/

RBI Annual Report (2021-22)

SBI Annual Report (2021-22), (2022-23)
HDFC Annual Report
AXIS Annual Report

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 CHAPTER-12
QUESTIONNAIRE

1) Name of the respondent

2) Age of Respondent:
a) 18-25 b) 26-35
c) 36-45 d) Above 45

3) Gender of Respondent
a) Male b) Female

4) Education Level of Respondent:

a) Matric b)10+2
c) Graduate d) Post Graduate

5) Occupation:
a) Private Employee b) Business
c) Govt. Employee d) Student
e) Others

6) Time duration since you are connected with the above-stated bank:
a) Less than 1 year b) 1-3years
c) 4-10years d) More than 10 years

7) What Types of frequent complaints do you have with SBI?

Transfer of Account Settlement of deceased
accounts
Chequebook / Debit Card related Staff Misbehaviour

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 Pension-related Unauthorised Electronic
Transaction
Complaints Related to Home Loans Others

7) Does the staff of the bank work in your best interest?

a) Strongly agree b) Agree
c) Disagree d) Strongly Disagree

8) Is your complaint timely solved?

a) Yes
b) No

9) Which channel do you use for the speedy resolution of your issue?
a) Branch c) contact centre
b) SBI website d) online mode

10) How much satisfied are you with the amount of time it takes to resolve
your issue?
a) Very satisfied c) satisfied
b) Dissatisfied d) Very Dissatisfied

11) How would you rate your bank consumer service in accordance to other
bank's?
Best Good
Equal worse

12) How likely would you recommend us on a scale from 0-10?

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