A study on awareness of Bank Customer Grievance Redressal Mechanism with special reference to academicians in Kerala

Customer complaints are part of every business organisation. Prompt and efficient service is essential not only to attract new customers but also to retain existing one. In the case of banks also, customers will be dissatisfied if they are not getting good service. Kerala is one of the state where educational level is good. Academicians in different points plays vital role to educate people. This study is aims to analyse the awareness level of academicians in Kerala especially in Ernakulam District. 50 academicians are selected as samples from various parts of Ernakulam District and data collected from them by using convenience sampling. Chi-Square test is used to analyse the date. Many of the respondents are aware about the customer grievance redressal mechanism but they are not used it in higher level. Almost all the complaints got resolved at branch level or customers were ready to compromise.