A STUDY ON CUSTOMER AWARENESS TOWARDS PUBLIC SECTOR BANKING OMBUDSMAN SERVICES WITH REFERENCE TO BANK OF BARODA

The study concludes that Banking Ombudsman Services play a vital role in protecting customer interests and strengthening accountability within the banking sector. Bank of Baroda customers generally possess moderate to good awareness of the Banking Ombudsman Scheme, customer rights, and grievance redressal procedures. The findings demonstrate that awareness positively influences customer confidence, satisfaction, and willingness to utilize formal complaint resolution mechanisms. Financial literacy, banking experience, and access to reliable information significantly affect awareness levels. Although the present level of awareness is encouraging, continuous educational initiatives and effective communication strategies remain essential to ensure that every customer can confidently access grievance redressal facilities. Strengthening awareness programmes will contribute to improved consumer protection, higher service quality, and stronger trust between banks and their customers.

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