Assessing the Role of Employee Profiles in Shaping Grievance Resolution Attitudes in Indian Banks: Public vs. Private Sector Comparison

Abstract

By contrasting public and private sector banks, this study examines how employee profiles influence attitudes toward grievance resolution procedures in Indian banks. Data was gathered from 76 workers of different banks, including HDFC Bank, Punjab National Bank, and State Bank of India, using a standardized questionnaire. The study looks at how employee demographics—like bank type, gender, age, and work experience—affect how they see and handle consumer complaints. According to research, bank personnel in the public sector typically take a more formal, procedural approach to managing grievances, whereas those in the private sector are more likely to focus on the needs of their customers and use technology. Male and younger employees, especially those with less than five years of experience, exhibited a preference for quick digital solutions, making gender and age another important aspect. According to the report, banks must embrace more adaptable, customer-focused strategies in order to improve customer happiness and loyalty through efficient grievance resolution. Additionally, the need for digital integration is emphasized in order to expedite the grievance management process, especially in public sector banks. The study's managerial implications indicate that banks should give staff members specialized training and development to raise the caliber of customer service and the efficacy of grievance redressal. By providing fresh perspectives on the relationship between employee traits and attitudes toward grievance resolution, the study adds to the body of literature already in existence. It also emphasizes how cross-sectoral learning can enhance customer satisfaction. Future studies should examine how new technology, like artificial intelligence, can be used to handle grievances while taking cultural and regional aspects into account. The report emphasizes how crucial ongoing professional development is to provide staff members the tools they need to provide effective customer service.