PERCEPTION OF CUSTOMERS ON BANKING OMBUDSMAN SCHEME: A STUDY WITH SPECIAL REFERENCE TO GUWAHATI CITY

Economy develops with the creating individuals of its nation. It is extremely unlikely to develop the nation economy without budgetary developing of his inhabitant people groups and banking area assume a significant part to offer monetary types of assistance. Banks assume a significant function in the development of the economy by offering their types of assistance. Consumer loyalty and his satisfaction are fundamental for the future development of both bank and nation economy development too. With the increase in the number of banking services, it was seen that most of the banks focused more on the profit ignoring the quality of services which gave rise to dissatisfaction on the part of its customers. Failure to provide services to the satisfaction of the customers brought about a negative impact on its quality of service which increased the number of grumblings of the customers and thereby a need for effective complaint handling mechanism was compulsory. Thus the paper has been attempted to highlight to grievance handling scheme set up by Reserve Bank of India and perception of the customers after availing the scheme. The complaint of the customers if any in any of the 3 groups of banks namely, Indian public sector, Indian private sector and foreign banks has been analyzed. The study will provide a road map to for the ombudsman officials to know the actual benefit if any as perceived by the customers after the institution of Ombudsman Scheme in India.