A STUDY ON CUSTOMER FEEDBACK AND TRADITIONAL BANKING SERVICES
DOI:
https://doi.org/10.29121/granthaalayah.v13.i2.2025.6495Keywords:
Customer Feedback, Traditional, Banking ServicesAbstract [English]
This research paper investigates customer feedback regarding traditional (non-digital) banking services, focusing on staff behavior, waiting time, branch environment, communication quality and overall customer satisfaction. With banking institutions still serving large populations through in-person services, understanding customer perceptions is essential for service improvement. Primary data was collected from 100 customers through a structured questionnaire consisting of demographic and service-related questions. The findings indicate that customers express strong satisfaction with staff politeness and trust in banks, while concerns remain regarding waiting time, clarity of information and the efficiency of complaint-handling systems. This study emphasizes the need for better communication strategies, enhanced customer-care mechanisms and reduced waiting periods to improve branch-level service quality. The research contributes practical recommendations for banks to strengthen customer experience and operational efficiency while maintaining service excellence at the branch level.
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References
Primary Data Collected from 100 Bank Customers (2025 Survey).
RBI (Reserve Bank of India) — Customer Service Guidelines (2021–2024).
Kotler, P. and Keller, K. (2016). Marketing Management — Service Quality and Customer Satisfaction.
Banking Service Quality Research Journals (2015–2024).
Customer Experience & Branch Banking Studies — Indian Banking Sector Reports
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Copyright (c) 2025 Tessy J Justin, Dr. Vishal Chavan, Prof . Dr. Bhawana Sharma
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