Customer Retention and Customer Compliant Handling Strategies in Indian Banking Sector – A Comparative Analysis of Public Sector and Private Sector Banks in India
Keywords:
indian banking sector, public sector, private sector, handle customer complaint etcAbstract
Customers today want the best for every penny spent and that too on their terms. Only those firms in an industry that provide extremely exceptional products and services at reasonable prices survive in the long run. Thus, the key motive of every organization is to utilize customer centricity as a strategy and banks are no exception to it. In the present Indian banking scenario, customer retention and customer complaint handling is the prominent phenomenon which is the focal point to the emerging strategies and practices. Banks in Indian banking sector are catering to the needs of individual customer by providing customized banking. They are coming up with the new improved products to attract more customers as well as to retain the existing ones. The present paper aims to study and compare the customer retention and customer complaint handling strategies of the public sector and private sector banks.
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