The growing prominence of services in the development statistics of India indicates that services require excellence, in all domains and sectors. Complaints are the result of the dissatisfaction of the customer that may arise because of the difference between the expected service experience and actual service delivery. This paper is an attempt to trace out the relationship between negative experiences and complaint behavior along with examining the differences in complaints in terms of selected demographic variables and sectors in Retail banking industry, India. A sample of 100 respondents was involved by giving a self- administered questionnaire. The findings revealed, female respondents from private sector banks are voicing more complaints. Chi-square tests were used to determine the important relation with gender, sector and education level, except gender there was a significant difference. Finally, this paper contains a conclusion and its implications for the industry.
Volume 11 | 07-Special Issue
Pages: 1696-1701