Customer Relationship Management Practices In Banks - A Study With Special Reference To Theni District

Authors

  • S. Thowheek Khan
  • K. Mathankumar

Keywords:

Chi-square, CRM practices

Abstract

The present study is undertaken to explore the level of satisfaction on CRM practices Public and private bank in the study area. Customer relationship management is an approach to managing a bank's interaction with current and potential future customers. The main objective of the study is to know the perception and opinion of respondent customers and their level of satisfaction on CRM practices followed by banks in the study area. The sample sizes of 230 customers were fixed arbitrarily and were taken on a convenient basis. In case of bank employees, their population was stood at 1237 and a sample of 63 which constituted 5 percent of the population was taken for the study giving due consideration to both public and private banks. Both samples were selected by following convenient sampling method. The study covers the period of four months from January 2017 to April 2017. The findings of the present study and the suggestions given would be of immense help to the management of banks, when they are striving to achieve greater customer loyalty by delighting their customers with their services.

References

Hausknecht, D.C “CRM Practices in Banks” (1990).

Ernst and Young “CRM Solution Focus on Technology” (1999).

Peter Drucker “the purpose of the business is to attract and retain a good customer”.

Gupta, S.P., and M.P. Gupta Statistical Methods, Sultan chand and Sons, New Delhi, 1983.

Gupta, S.P., Statistical Methods, Sultan chand and Sons, New Delhi, 1990.

Campbell (2003) Rowley (2004) Minna Aino (2005)“CRM Practices in Banks”.

Lewis (1991) R.C.and BH Booms (1983) “CRM Practices in Banks”.

Sureshchander and Rajendran (2003) “CRM Practices in Banks”.

Berry (1983) “CRM Practices in Banks”.

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Published

30-06-2017

How to Cite

S. Thowheek Khan, & K. Mathankumar. (2017). Customer Relationship Management Practices In Banks - A Study With Special Reference To Theni District. Research Inspiration: An International Multidisciplinary E-Journal, 2(III), 01–17. Retrieved from http://researchinspiration.com/index.php/ri/article/view/61

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