@Article{M-10352,
AUTHOR = {Paul, Dr. Anosh},
TITLE = {Customer Complaints Resolution: A Comparative Analysis of Paytm Payments Bank for the years 2023-24 & 2024-25},
JOURNAL = {Scientific Research Journal of Business, Management and Accounting},
VOLUME = {3},
YEAR = {2025},
NUMBER = {2},
ARTICLE-NUMBER = {M-10352},
URL = {https://isrdo.org/journal/SRJBMA/currentissue/customer-complaints-resolution-a-comparative-analysis-of-paytm-payments-bank-for-the-years-2023-24-2024-25},
ISSN = {2584-0592},
ABSTRACT = {Customer satisfaction is not just a
fact but it is a powerful strategy for every organization to survive. It is
also applicable in the banking industry regardless nationalized banks,
commercial banks or any other kinds of banks. Paytm Payments Bank who is
concentrating more in digital payments is not free from this phenomenon. This
study is aimed to compare the redressal of customer complaints raised for the
years 2023-24 and 2024-25 against Paytm Payments Bank. Secondary data is used
and tools such as Efficiency Metrics, Comparative Analysis, and Pareto Analysis
are used to analyses the data. The analysis as well as testing of Hypothesis
proved that the Paytm Payments Bank has much improvement in resolving the
customer complaints. It is also found out that they should have a plan to
reduce the number of complaints which is with more than 30 days pending in its
resolution.},
DOI = {}
}