A Study on Customer Complaints and Redressal Mechanism in State Bank of India

This study examines customer complaints and the effectiveness of grievance redressal mechanisms in State Bank of India.The research focuses onidentifying the nature and frequency of customer complaints related to banking services such as ATM, digital banking, and loan services. It evaluates the awareness and usage of various complaint channels, including branches, online portals, and mobile applications. The study also analyzes customer satisfaction with the resolution process and the efficiency of the bank’s grievance handling system. Primary data was collected from 190 respondents using a structured uestionnaire, supported by secondary data from reports and literature. Statistical tools such as percentage analysis, ranking method, and chi-square test were applied for data interpretation. The findings reveal that most complaints are related to digital banking services and that customers exhibit moderate satisfaction with resolution outcomes. The study highlights gaps in awareness, delays in resolution, and challenges in using digital platforms. It emphasizes the importance of improving responsiveness, transparency, and customer communication. The research concludes that an efficient redressal mechanism is essential for enhancing customer satisfaction and trust in the banking system. KEYWORDS: Customer Complaints, Grievance Redressal Mechanism, State Bank of India, Customer Satisfaction, Digital Banking