IDEAS home Printed from https://ideas.repec.org/a/igg/jssmet/v7y2016i4p21-36.html
   My bibliography  Save this article

Analysis of Grievances in the Banking Sector through Big Data

Author

Listed:
  • Arushi Jain

    (Ambedkar Institute of Advanced Communication Technology and Research, New Delhi, India)

  • Vishal Bhatnagar

    (Department of Computer Science and Engineering, Ambedkar Institute of Advanced Communication Technologies and Research, New Delhi, India)

Abstract

Banking sector is one of the sectors which face the problem because of the huge amounts of data coming in at a rapid pace. In this paper the authors analyzed grievances in the banking sector through big data. The customers may have a wide variety of complaints and suggestions regarding the working style and other procedural methods which are followed by the banks for effective customer dealing and satisfaction. Quick rectification of complaints and working on customer suggestions can help banks gain a good name in the market, win customers' loyalties and attract new customers. To accomplish this gargantuan task, banks must maintain a complaints database which stores the information on customer complaints across the above mentioned categories along with the response to the complaints by the relevant employees which is collected over a period of time can reveal crucial and critical information for effective CRM in the organizations. In this paper, authors had analyzed the grievances to uncover the valuable suggestions of the customer to provide them a higher level of satisfaction

Suggested Citation

  • Arushi Jain & Vishal Bhatnagar, 2016. "Analysis of Grievances in the Banking Sector through Big Data," International Journal of Service Science, Management, Engineering, and Technology (IJSSMET), IGI Global, vol. 7(4), pages 21-36, October.
    • Handle: RePEc:igg:jssmet:v:7:y:2016:i:4:p:21-36
    as

    Download full text from publisher

    File URL: http://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/IJSSMET.2016100102
    Download Restriction: no
    ---><---

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:igg:jssmet:v:7:y:2016:i:4:p:21-36. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Journal Editor (email available below). General contact details of provider: https://www.igi-global.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.