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Analysis Study Research Paper | Finance | India | Volume 14 Issue 1, January 2025 | Popularity: 7.9 / 10

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The Crisis of Customer Service in Payment Banking: A Critical Analysis

Chandra Shekhar

Abstract: This research paper investigates the failure of customer service in payment banking, a sector crucial to the financial ecosystem. It addresses key research questions: What are the primary factors contributing to the deterioration of customer service in payment banking? How does this impact consumer trust and satisfaction? This study examines related research on service quality in financial services, employing a mixed - methods approach to collect quantitative and qualitative data. The findings reveal systemic issues, including inadequate technological support, training gaps, and regulatory challenges. Drawing comparisons with international best practices, the paper highlights deficiencies in the Indian context. The study concludes by proposing actionable recommendations, including technological upgrades, customer - centric policies, and improved training, to enhance service quality and restore trust in payment banking.

Keywords: Customer Service, Payment Banking, RBI Norms, Financial Services, Service Quality, International Comparison, Technological Failures, Regulatory Challenges, Customer Satisfaction, Digital Banking

Edition: Volume 14 Issue 1, January 2025

Pages: 937 - 939

DOI: https://www.doi.org/10.21275/SR25122204441

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