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SCENARIO OF BANKING OMBUDSMAN SCHEME (Pages 41-49) by Awakash Kumar in THE INTERNATIONAL MANAGER / ISSN: 2348-9413 (Online); 2348-9405 (Print)

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In the present baning system excellence in customer service is the most important contrivance for sustained business growth customer complaints are part of the business living of any corporate entity. This is more so for banks since they are service organization. Over a period of time the number of complaints against banks with regard to deficiency of their services has been mounting in spite of several efforts taken by the banks on the advice of the Reserve Bank of India. Since the role of banks has changed from Class Bank to Mass Bank there is tremendous pressure on the part of banks to satisfy the various needs of the customers. Through some proactive measures taken by the RBI and awareness campaigns conducted by the Ombudsman, the scenario looks much brighter today. In this backdrop an attempt has been made to analyse the performance of Banking. Ombudsmen Scheme. Hence, the present study make & in-depth analysis about the trend & progress of Banking Ombudsman Scheme especially for the customer' Redresal in India. The study is purely empirical in nature depending on both primary and secondary data. Keywords: Bank Performance, Banking ombudsman, Customer Redressal. Consumer or Customer Complaints, Grievances etc.

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