Moreover, we have all the reason to believe that many of these complaints are received at urban and metropolitan centres, where the common persons are much more aware of such mechanisms of expressing their grievances. It is needless to stress that to make banking transactions more convenient for the customer, a quick and effective grievance redressal system is essential. 20.
Thus, it can be summarized that the opportunities presented by adoption of technology could not be fully exploited and the customer still has not been able to enjoy faster, cheaper, and easier banking services. The obvious question then to ask is why this has not happened.