Dr. (CS) Jyoti Arora, and Dr. R.K. Gautam. “Customer Retention and Customer Compliant Handling Strategies in Indian Banking Sector – A Comparative Analysis of Public Sector and Private Sector Banks in India”. International Journal of Management Studies (IJMS), vol. 5, no. 3(2), Oct. 2021, pp. 106-15, https://researchersworld.com/index.php/ijms/article/view/1782.