A STUDY ON GRIEVANCE REDRESSAL SYSTEM AT UNION BANK OF INDIA, OLD TOWN BRANCH, ANATAPURAM

Authors:

Boya Sandhya¹, Sarithala Jaheer², Dr. P. Basaiah³
¹MBA Student, School of Management Studies, JNTUA | boyasandhya88@gmail.com

²MBA Student, School of Management Studies, JNTUA sarithalajaheer34@gmail.com

³Assistant Professor, School of Management Studies, JNTUA |

ABSTRACT: The grievance redressal system plays a crucial role in the banking sector by addressing customer complaints and improving service quality. The focus is on the effectiveness of grievance handling mechanisms at Union Bank of India, including procedures, channels, and customer awareness. The study is based on both primary and secondary data, with primary data collected through a structured questionnaire from customers. It evaluates customer satisfaction levels and the relationship between complaint resolution and service experience. The findings reveal that the system is generally effective, though minor delays and awareness gaps exist. Effective grievance handling helps in enhancing customer trust, satisfaction, and long-term relationships with the bank.

Keywords: Grievance Redressal System, Customer Complaints, Customer satisfaction, Services, Complaint Resolution, Service Quality, Customer Awareness, Banking Ombudsman, Reserve Bank of India (RBI), Public Sector Banks and Digital Banking.