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VOL. 11, ISSUE 7 (2025)
Stuck in silence: The impact of status quo bias on grievance escalation in Indian Banks
Authors
Shraddha Sengupta, Amalesh Bhowal
Abstract
Formal grievance redressal mechanisms like the
Banking Ombudsman remain underutilized despite increasing dissatisfaction of
banking customers in India. This paper investigates how status quo bias stops
the customer from escalating any complaints when they face service failures.
Based on behavioral economics and survey data, the study shows that many
customers find processes of complaint too complex, time-consuming, or futile.
This perceived burden adds to inertia and causes dissatisfaction to seep in
without any action taken. Suggested interventions include quicker complaint
channels, behavioral nudges, and trust-building measures of an institution so
that status quo bias can be overcome and a culture of empowerment generated.
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Pages:93-97
How to cite this article:
Shraddha Sengupta, Amalesh Bhowal "Stuck in silence: The impact of status quo bias on grievance escalation in Indian Banks". International Journal of Commerce and Management Research, Vol 11, Issue 7, 2025, Pages 93-97
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