JOURNAL OF INTERNATIONAL ACADEMIC RESEARCH FOR MULTIDISCIPLINARY Impact Factor 1.393, ISSN: , Volume 2, Issue 6, July 2014

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "JOURNAL OF INTERNATIONAL ACADEMIC RESEARCH FOR MULTIDISCIPLINARY Impact Factor 1.393, ISSN: 2320-5083, Volume 2, Issue 6, July 2014"

Transcription

1 FEATURES DETERMINING THE SUCCESS OF E-CRM AN EMPIRICAL INVESTIGATION IN BANKS DR.S.KAVITHA* *Professor & Head/MBA, Vivekanandha Institute of Information & Management Studies, Tiruchengode, Namakkal, Tamilnadu, India ABSTRACT In recent days ECRM Electronic Customer Relationship Management has attracted many people and companies have started using e-crm in order to attract new customers and retaining their existing customers. Service industries especially the banks are taking lot of initiatives to make the best use of e-crm tools and techniques. This research is an attempt to identify what are the features of e-crm which make the customers satisfied regarding the e- CRM usage. A questionnaire was constructed and circulated among 250 respondents to identify their satisfaction on various features of e-crm in banks. A model is developed and analyzed using regression analysis. The study revealed that customer satisfaction is a function of different features of e-crm like Implementation, Security, Maintenance, Training, performance and Reliability. The study recommended the regression model for banks to determine the customer satisfaction on e-crm. KEYWORDS: Customer Relationship Management, Electronic Customer Relationship Management, Features, Customer Satisfaction, Banks INTRODUCTION Customers are important assets for any business. Companies have to develop close, cooperative relationships with customers. In recent days e-crm has attracted many people and companies have started using e-crm in order to attract new customers and retaining their existing customers. Service industries especially the banks are taking lot of initiatives to make the best use of e-crm tools and techniques. Banks are using these tools to offer world class services to their customers. e-crm - Definition e-crm terminology arrived from CRM refers to strategic implementation of CRM process using the power of Internet and Web Technology. Electronic media plays a vital role in the implementation and practices of e-crm in enterprise. e-crm is described as combination of software, hardware, application and management commitment to improve customer service, develop a relationship and retain 16

2 valuable customers and this motivates valuable customers to remain loyal with the enhanced features of e-crm. e makes huge difference (Dyche, 2001). Banking industry like many other financial service industries is facing fierce competition and more demanding customers. Banking is the customer oriented service industry, so the main focus of banking is the customer and customer service. Customers in urban India no longer want to wait in long queues and spend hours in banking transactions. This need of customer is satisfied through the growth of ATMs, NET banking and Mobile banking. Due to deregulation and liberalization in banking industry, Multinationals have also entered into India who has provided the world class banking experience to customers. With universal banking concept banks are providing all banking product and service offerings under one roof. Both private sector and public sector banks are reengineering and automating their core banking processes. Review of literature As changes are inevitable, marketing environment is also changing and developments in information technology have scope for innovations in retaining the customers on one side and maintaining the cordial relationships with the customers. (Burke et al., 1999). The customer user satisfaction concept was applied in the area of information systems in the early 1980s. Bailey and Pearson (1983) developed a measuring instrument to analyze computer user satisfaction. This instrument was adopted by researchers and practitioners for high validity and reliability. They also identified 39 factors affecting user satisfaction and developed a questionnaire using 7-point semantic differential scale of adjective pairs. According to Kapil Chaturvedi, e-crm provides companies with a means to conduct interactive, personalized and relevant communications with customers across both electronic and traditional channels. CRM is essentially business strategy for acquiring and maintaining right customers over long term. With this framework, number of channels is available for interacting with the customers. One of these channels is electronic and has been labeled ecommerce. It does not replace sales force, call center or fax but it is just simply another extension channel to meet the customers. Koushiki Choudhury, Avinandan Mukerjee and Asish Banerjee (2000), have conducted a study of relationship marketing strategies and customer perceived service quality on Indian banks. The study indicated that CRM and service quality has a relationship. 17

3 R.K. Mittal, Rajeev Kumra (2001) did a conceptual study on E-CRM in Indian Banks. According to them, E-CRM, which is the latest buzzword in the corporate sector, is perceived as one of the effective tool in this direction by the banks. Some of the latest E-CRM techniques used by banks in offering new products and services to its customers are Internet banking, Data Warehousing and Data Mining, ATMs, Tele banking or Mobile banking, computerized decision support system, , Computer networking and Customer smart cards R.Srinivasan and Mrunalini S Rao (2001) have conducted a study on key factors of banking software products that leads to user satisfaction. They have used the following factors for identifying customer satisfaction like implementation, maintainability, reliability, ease of use, Security, Performance, Output, Vendor s Marketing skills, User Involvement, Training and service. They have conducted factor analysis and identified key factors for user satisfaction like implementation, maintainability, Performance, Security, Ease of use, Output and Vendor s marketing skills. Although these were the key factors all the other variables used in the study were also important enough for the product to be effective. A study was carried out with an objective to compare all the different services provided by different banks to give the suggestions to improve the products in order to make it more competitive and customer friendly. The study was conducted on people of Rajkot who have account in private and nationalized banks in Rajkot city. The study revealed that people prefer private banks rather than nationalized banks due to services and inter connectivity between the branches. The use of e-banking services is not to the mark as expected by the banks. ATM is used mainly for cash with drawal and balance enquiry. The author had made suggestions that the banks need to build up an IT savvy customer base. Since in India the literacy rate on IT is very low, banks need to put in major efforts towards educating people on this aspect. (Dr. Sanjay J. Bhayani, 2005) Many researchers have conducted studies on the effectiveness of banking software. R.Srinivasan and Mrunalini S Rao (2008), have conducted a study on key factors of banking software products that leads to user satisfaction. They have used the following factors for identifying customer satisfaction. Those factors are implementation, maintainability, reliability, ease of use, Security, Performance, Output, vendor s, Vendor s Marketing skills, User Involvement, Training and service. They have conducted factor analysis and identified key factors for user satisfaction like implementation, maintainability, Performance, Security, Ease of use, Output and Vendor s marketing skills. Although these were the key factors all the other variables used in the study were also important enough for the product to be effective. 18

4 Based on the above reviews, the following study was conducted in order to identify whether banks are using the e-crm tools and techniques effectively in order to create a positive relationship with the customers. The study tries to identify the relationship between customer satisfaction and the various features of e-crm like Implementation, Security, Maintenance, Ease of use, Training, performance and Reliability. OBJECTIVES This study aims to identify the relationship between e-crm features and customer satisfaction on e-crm It also explores the different problems faced by customers in e-crm usage. The broad research question is: What are the features affecting the customer satisfaction on e-crm in banks? Research Model adopted for the study Independent variables ECRM features - Implementation Services Maintenance Ease of use Training Performance Security Reliability Dependent variable Customer satisfaction on ECRM aspects Based on the framework, this study hypothesizes that: H0: There is no relationship between e-crm features and customer satisfaction. This is tested using Multiple regression analysis. METHODOLOGY Both primary and secondary data collection was made. As a source of primary data questionnaire was prepared to obtain information from the respondents and apart from this to gather some relevant secondary information the secondary data were obtained from news papers, magazines, records, websites and books. 19

5 The primary data was collected using a questionnaire. The questionnaire was pretested initially with few customers. Minor changes were requested by those people, which were implemented before carrying out the final data collection. The respondents were asked to rate their opinion regarding Implementation, Services, Maintenance, Performance, Training, Ease of use, Security and Reliability of e-crm etc., in a 5 point Likert Scale (5-Strongly Agree, 4-Agree, 3 Neutral, 2 Disagree, 1 Strongly Disagree). SAMPLE SIZE The population for the study is list of customers who use e-crm facilities of the selected banks in India. The customers are selected from five different banks SBI, Indian Bank, Indian Overseas Bank, ICICI bank and Axis Bank using Convenience Sampling. The total sample size is 250. Data is collected from the respondents by circulating questionnaire through . ANALYSIS AND INTERPRETATION Regression analysis H0: There is no relationship between ECRM features (Implementation, Services, Performance, Maintenance, Training, Ease of use, Security and reliability) and customer satisfaction Model: Here customer satisfaction is the dependent variable and the Eight dimensions of e- CRM software namely implementation, services, maintenance, performance, training, ease of use, security and reliability are the independent variables. The OLS Regression model is used to determine the significance level of the variables for the customer satisfaction in e-crm. The basic model was as follows: Customer satisfaction in e-crm= f (Implementation, Services, Maintenance, Performance, Training, Ease of use, Security and Reliability). CSE-CRM= α + ß1x1 + ß2x2+ ß3x3+ ß4x4 + ß5x5 + ß6x6+ ß7x7 e Where, CSE-CRM= Customer Satisfaction in e-crm, X1= Implementation X2= Services X3= Maintenance X4= Performance X5= Training X6 = Ease of use, X7 = Security, X8 = Reliability There α is constant and ßs are coefficients to estimate, and e is the error term. 20

6 The ANOVA Test shows the p value is which is less than 0.05, hence the result is significant at 5% level of significance. It means there was a significant correlation between dependent variable and independent variables. Therefore customer satisfaction level depends on different dimensions like Implementation, services, Maintenance, Performance, Training, Ease of use, Security and reliability. But it does not mean that all factors have significant correlation with customer satisfaction level. From the regression analysis we can develop the following regression model: CSECRM = = X X X X X X7 X1 = Implementation (b =.207) X2 = Services (b =.034) X3 = Maintenance (b =.151) X4 = Performance (b =.469) X5 = Training (b =.0320) X7 = Security (b =.118) It implies that 100 percent change in implementation of e-crm creates 20.7 percent change in customer satisfaction on e-crm. New model developed from the study Independent variables Dependent variable ECRM features Implementation Services Maintenance Performance Training Security Customer satisfaction on ECRM aspects SUGGESTIONS Since today s world is very competitive, each and every firm needs to adapt to new technology and to make changes in their day to day operations. The level of satisfaction of customers on e-crm is having strong association with the features of e-crm such as security, training, maintenance, implementation, services & performance. This implies that customer satisfaction mainly depends on high security, rigorous training, proper implementation, through maintenance and high security of e-crm. Banks should try to concentrate on the above aspects to increase the customer satisfaction. 21

7 CONCLUSION Finally, to compete more efficiently in the marketplace, the banks whether private or public, should provide proper instructions and personnel assistance to their customers on how to use the e-crm facilities. Proper training programs have to be arranged for all the customers. The banks are investing heavily on Information technology but unless they train them properly to enjoy all the services, it may be very difficult for them to sustain in the competitive banking scenario. References 1. Black, N.J., Lockett, A., Winklhofer, H. and Ennew, C. (2001). The adoption of internet financial services: a qualitative study. International Journal of Retail & Distribution Management, 29 (8), Berger, A.N., D.B. Humphrey and L.B. Pulley, Do Consumers Pay for One- Stop Banking? Evidence from an Alternative Revenue Function, Journal of Banking and Finance, 20 (9): Berlin, M., L.J. Mester, Deposits and Relationship Lending, Review of Financial Studies, 12 (3): Burke.R.R., Rangaswamy, A. Supta, S (1999), Rethinking marketing research in the digital world, Pennysylvania State University, University Park, PA., 5. Curry, A., & Penman, S. (2004). The relative importance of technology in enhancing customer relationship in banking a Scottish perspective. Managing Service Quality, 14 (4), Dr. Sanjay J. Bhayani, (2005), Retail banking awareness, An empirical analysis, with special reference to private sector banks 7. Dr.R.Krishnaveni, D.Divya Prabha (2005), The impact of Globalization in Banking industry, SAJOPS 8. Dyche, J. (2001), The CRM handbook: A business guide to Customer relationship Management, Addison-Wesley, Boston, M.A 9. Hayes, M. (2006) Get Close to Your Clients: You Already Have CRM Capacity. Now Put It to Work. Journal of Accountancy. 201(6) Joseph, M., Sekhon, Y., Stone, G., & Tinsor, J. (2005). An exploratory study on the use of banking technology in the UK: A ranking of importance of selected technology on consumer perception of service delivery performance. The International Journal of Bank Marketing, 23 (5), Kapil Chaturvedi and Amit Bhatia (2001), e-crm Deriving value of customer relationship in CRM Emerging concepts, tools and applications, Jagdish A Sheth, A. Parvatiyar and G.Shainesh (Eds), Tata Mcgraw Hill, New Delhi, PP Kavitha.S., Dr.A.Lakshmi, (2011), CUSTOMER PERCEPTION ON ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT IN BANKS AN EMPIRICAL STUDY, International Journal of Research in Commerce & Management, VOLUME NO. 2 (2011), ISSUE NO. 1 (JANUARY), PP: Nelson, N.O. (2006). A structural equation modeling of the antecedents of relationship quality in the Malaysia banking sector. Journal of Financial Services Marketing, 11 (2),

8 14. Nelson, N.O., & Chan, K.W. (2005). Factorial and discriminant analysis of the underpinnings of relationship marketing and customer satisfaction. The International Journal of Bank Marketing, 23 (7), Nupur Jannatul Mawa, " E-Banking and Customers Satisfaction in Bangladesh: An Analysis ", International Review of Business Research Papers Volume 6. Number 4. September Pp Razak, R.M., Chong, C.S., & Lin, B. (2007). Service quality of a local Malaysian bank: Customers expectations, perceptions, satisfaction and loyalty. International Journal of Services and Standards, 3 (1), Srinivasan, Mrunalini S Rao, R. Srinivasan and Mrunalini S Rao, (200*) User Satisfaction of Banking Software Products: Importance Performance Mapping, in CRM Emerging concepts, tools and applications, Jagdish A Sheth, A. Parvatiyar and G.Shainesh (Eds), Tata Mcgraw Hill, New Delhi, Sureshchandar, G.S., Chandrasekharan, R., & Anantharaman, R.N. (2003). Customer perceptions of service quality in the banking sector of a developing economy: a critical analysis. International Journal of Bank Marketing, 21, Urban J. D., & Pratt, D. M. (2000). Perception of banking services in the wake of banking mergers: an empirical study. Journal of Services Marketing, 14 (2), Uma Sekaran, (2009), Research Methods for Business, A Skill Building approach, Wiley India, IVth edition, Noida. 21. Wang, Y., Lo, H., & Hui, Y.V. (2003). The antecedents of service quality and product quality and their influences on bank reputation: evidence from banking industry in China. Managing Service Quality, 13 (1), Yavas, U., Bigin, Z., & Shenwell, D. (1997). Service quality in the banking sector in an emerging economy: a consumer survey. International Journal of Banking Marketing, 15 (6), Indian Banks' Association. 23

A study of application of information technology using e-crm in bank in rural area with special reference to SBI Bank, Sangamner

A study of application of information technology using e-crm in bank in rural area with special reference to SBI Bank, Sangamner Feb., 2012 Marketing management A study of application of information technology using e-crm in bank in rural area with special reference to SBI Bank, Sangamner Dr. Kirti Gulati (Ass Prof) Institute of

More information

Influence of Demographic Factors on Customers Perceptions towards CRM Practices among Banks

Influence of Demographic Factors on Customers Perceptions towards CRM Practices among Banks Influence of Demographic Factors on Customers Perceptions towards CRM Practices among Banks Zuliana Zulkifli, *Izah Mohd Tahir Faculty of Business Management and Accountancy, University Sultan Zainal Abidin,

More information

Role of E-CRM in Indian Banking Sector. *Ajit Kumar Sahoo **Dr. Rashmita Sahoo

Role of E-CRM in Indian Banking Sector. *Ajit Kumar Sahoo **Dr. Rashmita Sahoo Role of E-CRM in Indian Banking Sector *Ajit Kumar Sahoo **Dr. Rashmita Sahoo *Research Scholar **Lecturer, Department of Business Administration, Utkal University, Vani Vihar, Odissa. Abstract Information

More information

Status of Customer Relationship Management in India

Status of Customer Relationship Management in India Status of Customer Relationship Management in India by Dr. G. Shainesh & Ramneesh Mohan Management Development Institute Gurgaon, India Introduction Relationship marketing is emerging as the core marketing

More information

Investigating the effective factors on Customer Relationship Management capability in central department of Refah Chain Stores

Investigating the effective factors on Customer Relationship Management capability in central department of Refah Chain Stores Investigating the effective factors on Customer Relationship Management capability in central department of Refah Chain Stores Salar Fathi, M.A. Student, Department of Management, Business Branch, Islamic

More information

A STUDY ON EMPLOYEES PERCEPTION OF CUSTOMER RELATIONSHIP MANAGEMENT IN E-BANKING. Tiruchirappalli 620005, India ABSTRACT

A STUDY ON EMPLOYEES PERCEPTION OF CUSTOMER RELATIONSHIP MANAGEMENT IN E-BANKING. Tiruchirappalli 620005, India ABSTRACT 9 September 2013, Volume: I, Issue: IX A STUDY ON EMPLOYEES PERCEPTION OF CUSTOMER RELATIONSHIP MANAGEMENT IN E-BANKING S.Ramya 1,*, K. Rajam 2, Dr. D. Sivasubramanian 3 1 Assistant Professor, Department

More information

Developing and Validating Customer Relationship Management (CRM) Practices Construct

Developing and Validating Customer Relationship Management (CRM) Practices Construct International Journal of Business and Behavioral Sciences Vol., No.; January 0 Developing and Validating Customer Relationship Management (CRM) Practices Construct Zuliana Zulkifli, *Izah Mohd Tahir Faculty

More information

Crm in Banking Sector A Review

Crm in Banking Sector A Review Journal of Finance and Bank Management June 2014, Vol. 2, No. 2, pp. 165-171 ISSN: 2333-6064 (Print) 2333-6072 (Online) Copyright The Author(s). 2014. All Rights Reserved. Published by American Research

More information

Research Article November 2014. International Journal of Emerging Research in Management &Technology ISSN: 2278-9359 (Volume-3, Issue-11) Abstract:

Research Article November 2014. International Journal of Emerging Research in Management &Technology ISSN: 2278-9359 (Volume-3, Issue-11) Abstract: International Journal of Emerging Research in Management &Technology Research Article November 2014 Developing Relationship Marketing in the Banks through the Implementation of CRM Manisha Manchanda Department

More information

Quality of ecrm Services and Customer Satisfaction in Life Insurance Sector in India Prof. Dr. Shivaji Borhade Head, Department of Commerce Bharati

Quality of ecrm Services and Customer Satisfaction in Life Insurance Sector in India Prof. Dr. Shivaji Borhade Head, Department of Commerce Bharati 1 Quality of ecrm Services and Customer Satisfaction in Life Insurance Sector in India Prof. Dr. Shivaji Borhade Head, Department of Commerce Bharati Vidyapeeth University e-mail: drsnborhade@gmail.com

More information

Factorial Analysis of Customer Relationship Management In Bangladesh *

Factorial Analysis of Customer Relationship Management In Bangladesh * Proceedings of the 8 th International Conference on Applied Informatics Eger, Hungary, January 27 30, 2010. Vol. 2. pp. 83 91. Factorial Analysis of Customer Relationship Management In Bangladesh * Nazmul

More information

A Study on Customer Relationship Management Practices in Selected Private Sector Banks with Reference to Coimbatore District

A Study on Customer Relationship Management Practices in Selected Private Sector Banks with Reference to Coimbatore District A Study on Customer Relationship Management Practices in Selected Private Sector Banks with Reference to Coimbatore District Dr. H. Balakrishnan* & R. Krishnaveni** *Principal & Secretary, S.N.R Sons College,

More information

٠٣/٢٧/١۴٣٣ In The Name Of God ١

٠٣/٢٧/١۴٣٣ In The Name Of God ١ In The Name Of God ١ Outline 1. Introduction 6. Research Methodology 2. Literature Review 7. Results 3.Research Problem 8. Conclusion 4. Research Purpose 9. Future Of E-CRM In Iran 5. Research Hypotheses

More information

International Journal of Advance Research in Computer Science and Management Studies

International Journal of Advance Research in Computer Science and Management Studies Volume 2, Issue 9, September 2014 ISSN: 2321 7782 (Online) International Journal of Advance Research in Computer Science and Management Studies Research Article / Survey Paper / Case Study Available online

More information

Study of Determinants of e-crm in Influencing Consumer Satisfaction in B2C Websites

Study of Determinants of e-crm in Influencing Consumer Satisfaction in B2C Websites 444 Study of Determinants of e-crm in Influencing Consumer Satisfaction in B2C Rui Liu, Weijun Wang Department of Information Management, HuaZhong Normal University, Wuhan 430079, China liuruiccnu@hotmail.com

More information

THE IMPACT OF TECHNOLOGY ON THE MARKETING OF FINANCIAL SERVICES

THE IMPACT OF TECHNOLOGY ON THE MARKETING OF FINANCIAL SERVICES THE IMPACT OF TECHNOLOGY ON THE MARKETING OF FINANCIAL SERVICES Dr. Meeta Nihalani Head, Department of Management Studies Jai Narain Vyas University, Jodhpur ABSTRACT The modern business era is impacted

More information

A STUDY ON FACTORS AFFECTING CUSTOMERS INVESTMENT TOWARDS LIFE INSURANCE POLICIES

A STUDY ON FACTORS AFFECTING CUSTOMERS INVESTMENT TOWARDS LIFE INSURANCE POLICIES 106 A STUDY ON FACTORS AFFECTING CUSTOMERS INVESTMENT TOWARDS LIFE INSURANCE POLICIES ABSTRACT MS. BABITA YADAV*; DR. ANSHUJA TIWARI** *Research Scholar, Faculty of Commerce, R.D.V.V, Jabalpur. **Assistant

More information

Keywords: Marketing Strategy, Competitive Advantage, the Customer Relationship System, State Banks of Kermanshah

Keywords: Marketing Strategy, Competitive Advantage, the Customer Relationship System, State Banks of Kermanshah CODIFYING THE MARKETING STRATEGY WITH AN APPROACH TO THE COMPETITIVE ADVANTAGE- CASE STUDY: THE COMPARISON OFCUSTOMER RELATIONSHIP SYSTEM IN STATE BANKS Jalaledin Gavazi and *Seyed Reza Hassani Department

More information

Impact of CRM in Increasing Customer Awareness; An Empirical Study in Odisha Market

Impact of CRM in Increasing Customer Awareness; An Empirical Study in Odisha Market Page31 Impact of CRM in Increasing Customer Awareness; An Empirical Study in Odisha Market ABSTRACT: Dr. Biswamohan Dash Principal, Swosti Group of Institution, Bhubaneswar, Odisha. This research study

More information

An Analytical Study of CRM Practices in Public and Private Sector Banks in the State of Uttar Pradesh

An Analytical Study of CRM Practices in Public and Private Sector Banks in the State of Uttar Pradesh Volume 6, Issue 7, January 2014 An Analytical Study of CRM Practices in Public and Private Sector Banks in the State of Uttar Pradesh Love Kumar Patwa* Kush Kr. Patwa** *Research Scholar Faculty of Art

More information

Relationship Quality as Predictor of B2B Customer Loyalty. Shaimaa S. B. Ahmed Doma

Relationship Quality as Predictor of B2B Customer Loyalty. Shaimaa S. B. Ahmed Doma Relationship Quality as Predictor of B2B Customer Loyalty Shaimaa S. B. Ahmed Doma Faculty of Commerce, Business Administration Department, Alexandria University Email: Shaimaa_ahmed24@yahoo.com Abstract

More information

SERVICE QUALITY DIMENSION COMPARISON BETWEEN PUBLIC AND PRIVATE LIFE INSURANCE COMPANIES

SERVICE QUALITY DIMENSION COMPARISON BETWEEN PUBLIC AND PRIVATE LIFE INSURANCE COMPANIES MADRAS UNIVERSITY JOURNAL OF BUSINESS AND FINANCE ISSN: 2320-5857 Refereed, Peer-reviewed and Bi-annual Journal from the Department of Commerce Vol. 2 No. 1 January 2014 Pp. 63-68 www.journal.unom.ac.in

More information

Technology Complexity, Personal Innovativeness And Intention To Use Wireless Internet Using Mobile Devices In Malaysia

Technology Complexity, Personal Innovativeness And Intention To Use Wireless Internet Using Mobile Devices In Malaysia International Review of Business Research Papers Vol.4 No.5. October-November 2008. PP.1-10 Technology Complexity, Personal Innovativeness And Intention To Use Wireless Internet Using Mobile Devices In

More information

The Influence of Trust and Commitment on Customer Relationship Management Performance in Mobile Phone Services

The Influence of Trust and Commitment on Customer Relationship Management Performance in Mobile Phone Services 2011 3rd International Conference on Information and Financial Engineering IPEDR vol.12 (2011) (2011) IACSIT Press, Singapore The Influence of Trust and Commitment on Customer Relationship Management Performance

More information

Pondicherry University 605014 India- Abstract

Pondicherry University 605014 India- Abstract International Journal of Management and International Business Studies. ISSN 2277-3177 Volume 4, Number 3 (2014), pp. 309-316 Research India Publications http://www.ripublication.com Management Information

More information

E-tailing: Analysis of Customer Preferences towards Online Shopping in Pune Region

E-tailing: Analysis of Customer Preferences towards Online Shopping in Pune Region E-tailing: Analysis of Customer Preferences towards Online Shopping in Pune Region *Prof. Vishal Raut Associate Professor-Trinity Institute of Management & Research Pune, Maharashtra, India **Prof. Dr.

More information

ABHINAV NATIONAL MONTHLY REFEREED JOURNAL OF RESEARCH IN COMMERCE & MANAGEMENT www.abhinavjournal.com

ABHINAV NATIONAL MONTHLY REFEREED JOURNAL OF RESEARCH IN COMMERCE & MANAGEMENT www.abhinavjournal.com CRM IN BANKS: A COMPARATIVE STUDY OF PUBLIC, PRIVATE, FOREIGN AND CO-OPERATIVE SECTORS Deepak Bhattacharya 1 and Dr. R. R Patil 2 1 Research Scholar, Shri Jagdish Prasad Jhabarmal Tibrewala University,

More information

Effectiveness of Customer Relationship Management Programs

Effectiveness of Customer Relationship Management Programs Evgeni Stanimirov * Summary: Customer relationship management (CRM) has been among the most widely debated topics in the field of marketing during the last decade. Regardless of the significant interest

More information

AN EMPIRICAL EVALUATION OF MONEY TRANSFER SERVICES IN INDIA

AN EMPIRICAL EVALUATION OF MONEY TRANSFER SERVICES IN INDIA 186 AN EMPIRICAL EVALUATION OF MONEY TRANSFER SERVICES IN INDIA DR.M.LATHA NATARAJAN*; DR. M.G.SARAVANARAJ**; R. SERANMADEVI*** ABSTRACT *Head/Professor, Department of Management Studies, Vivekanandha

More information

User Resistance Factors in Post ERP Implementation

User Resistance Factors in Post ERP Implementation User Resistance Factors in Post ERP Implementation Sayeed Haider Salih 1 e-mail: sayd.salih@hotmail.com Ab Razak Che Hussin 2 e-mail: abrazak@utm.my Halina Mohamed Dahlan 3 e-mail: halina@utm.my Author(s)

More information

The Influence of Customer Relationship Management in Service Sector: A Literature Review

The Influence of Customer Relationship Management in Service Sector: A Literature Review Business Dimensions, Vol. 2(4), 127-131, April 2015 (An International Journal of Research & Innovation), www.business-dimensions.org ISSN 2348-2737 (Print) ISSN 2348-2745 (Online) The Influence of Customer

More information

E-CRM - Delivering Enhanced Customer Service Mrs. Neelam Yadav: Research Scholar, Dr. Nishikant Jha: Research Guide, Abstract

E-CRM - Delivering Enhanced Customer Service Mrs. Neelam Yadav: Research Scholar, Dr. Nishikant Jha: Research Guide, Abstract E-CRM - Delivering Enhanced Customer Service Mrs. Neelam Yadav: Research Scholar, J J T University, Jhunjhunu, Rajasthan Dr. Nishikant Jha: Research Guide, J J T University, Jhunjhunu, Rajasthan Abstract

More information

EFFECTIVENESS OF CUSTOMER RELATIONSHIP MANAGEMENT PRACTICES IN STAR HOTELS IN KARNATAKA

EFFECTIVENESS OF CUSTOMER RELATIONSHIP MANAGEMENT PRACTICES IN STAR HOTELS IN KARNATAKA EFFECTIVENESS OF CUSTOMER RELATIONSHIP MANAGEMENT PRACTICES IN STAR HOTELS IN KARNATAKA Dr.Ashoka.M.L, Faculty, Department of Post-Graduate Studies and Research in Commerce, University of Mysore, Manasagangotri,

More information

Customer Relationship Management and Challenging Aspects in the Banking Sector: Case of Albania

Customer Relationship Management and Challenging Aspects in the Banking Sector: Case of Albania ISSN 2286-4822, www.euacademic.org IMPACT FACTOR: 0.485 (GIF) Customer Relationship Management and Challenging Aspects in the Banking Sector: Case of Albania MANOL SIMO MAGDALENA BREGASI European University

More information

Journal of Internet Banking and Commerce

Journal of Internet Banking and Commerce Journal of Internet Banking and Commerce An open access Internet journal (http://www.arraydev.com/commerce/jibc/) Journal of Internet Banking and Commerce, August 2011, vol. 16, no.2 (http://www.arraydev.com/commerce/jibc/)

More information

Brand Loyalty in Insurance Companies

Brand Loyalty in Insurance Companies Journal of Economic Development, Management, IT, Finance and Marketing, 4(1), 12-26, March 2012 12 Brand Loyalty in Insurance Companies Sancharan Roy, (B.E., MBA) Assistant Professor, St. Joseph's College

More information

CUSTOMER RELATIONSHIP MANAGEMENT IN INDIAN BANKS

CUSTOMER RELATIONSHIP MANAGEMENT IN INDIAN BANKS CUSTOMER RELATIONSHIP MANAGEMENT IN INDIAN BANKS * Popli, G.S ** Rao, D.N. 1. Background Relationship Marketing is the process of building long term mutually beneficial relationship with the customers.

More information

AC 2009-803: ENTERPRISE RESOURCE PLANNING: A STUDY OF USER SATISFACTION WITH REFERENCE TO THE CONSTRUCTION INDUSTRY

AC 2009-803: ENTERPRISE RESOURCE PLANNING: A STUDY OF USER SATISFACTION WITH REFERENCE TO THE CONSTRUCTION INDUSTRY AC 2009-803: ENTERPRISE RESOURCE PLANNING: A STUDY OF USER SATISFACTION WITH REFERENCE TO THE CONSTRUCTION INDUSTRY I. Choudhury, Texas A&M University American Society for Engineering Education, 2009 Page

More information

The Influence of Marketing Mix and Customer Satisfaction on Customer Loyalty among Hijab Consumers

The Influence of Marketing Mix and Customer Satisfaction on Customer Loyalty among Hijab Consumers The Influence of Marketing Mix and Customer Satisfaction on Customer Loyalty among Hijab Consumers Norsyaheera Abd Wahab 1 and Lailatul Faizah Abu Hassan 2 1 Centre for Postgraduate and Professional Studies

More information

Customer s perception on usage of internet banking

Customer s perception on usage of internet banking Rajesh Kumar Srivastava (India) Customer s perception on usage of internet banking Abstract Innovative Marketing, Volume 3, Issue 4, 2007 Internet banking is still at infancy stage in the world. Many studies

More information

CHAPTER VII SUMMARY OF MAJOR FINDINGS AND RECOMMENDATIONS

CHAPTER VII SUMMARY OF MAJOR FINDINGS AND RECOMMENDATIONS CHAPTER VII SUMMARY OF MAJOR FINDINGS AND RECOMMENDATIONS 395 7.1 Findings Related to Secondary Data In the initial phase the analysis of secondary indicates that CRM is emerging as a strategic factor

More information

CUSTOMER RELATIONSHIP MANAGEMENT OF SELECT LIFE INSURANCE COMPANIES

CUSTOMER RELATIONSHIP MANAGEMENT OF SELECT LIFE INSURANCE COMPANIES I n t e r n a t i o n a l J o u r n a l o f M a n a g e m e n t F o c u s 1 CUSTOMER RELATIONSHIP MANAGEMENT OF SELECT LIFE INSURANCE COMPANIES G. RAJU Asst. Professor of Business Administration, St. Thomas

More information

Surveying the Influence of Customer Relationship Management on Gaining Competitive Advantage

Surveying the Influence of Customer Relationship Management on Gaining Competitive Advantage Surveying the Influence of Customer Relationship Management on Gaining Competitive Advantage Hassan Mehrmanesh Faculty of, Islamic Azad University, Central Tehran Branch, Tehran, Iran Ahmad Hedayati zafarghandi

More information

CUSTOMERS PERCEPTION OF VALUE FROM E-CRM FEATURES ON AIRLINE E-TICKETING WEBSITES MAR ALANIVEL

CUSTOMERS PERCEPTION OF VALUE FROM E-CRM FEATURES ON AIRLINE E-TICKETING WEBSITES MAR ALANIVEL IJBIM, Volume 4 Number 1 (January-June, 2012) IJBIM CUSTOMERS PERCEPTION OF VALUE FROM E-CRM FEATURES ON AIRLINE E-TICKETING WEBSITES D. SURES URESHKU HKUMAR MAR MAR* * & P. PAL AL ** ALANIVEL ANIVELU**

More information

Emergence of e-banking in Rural Area

Emergence of e-banking in Rural Area Emergence of e-banking in Rural Area Santosh. B. Potadar Assistant Professor ASM s ICS Hidayatulla K. Pirjade Assistant Professor ASM s ICS Miss. Manisha S. Thorat. Assistant Professor Krishna Institute

More information

The Relationship of E-CRM, Customer Satisfaction and Customer Loyalty. The Moderating Role of Anxiety

The Relationship of E-CRM, Customer Satisfaction and Customer Loyalty. The Moderating Role of Anxiety Middle-East Journal of Scientific Research 16 (4): 531-535, 2013 ISSN 1990-9233 IDOSI Publications, 2013 DOI: 10.5829/idosi.mejsr.2013.16.04.11568 The Relationship of E-CRM, Customer Satisfaction and Customer

More information

Antecedence for Valuable MBA Projects: A Case Study of Graduate School of Business, Universiti Sains Malaysia

Antecedence for Valuable MBA Projects: A Case Study of Graduate School of Business, Universiti Sains Malaysia Antecedence for Valuable MBA Projects: A Case Study of Graduate School of Business, Universiti Sains Malaysia Rajendran Muthuveloo Graduate School of Business, Universiti Sains Malaysia, Penang, Malaysia

More information

Evaluating User Acceptance of Online Banking Information Systems: An Empirical Case of Pakistan Paper 18

Evaluating User Acceptance of Online Banking Information Systems: An Empirical Case of Pakistan Paper 18 Evaluating User Acceptance of Online Banking Information Systems: An Empirical Case of Pakistan Paper 18 Fida Hussain Chandio fida.chandio@brunel.ac.uk ABSTRACT Pakistan banking sector has gone through

More information

The Critical Success Factors for Implementation of Customer Relationship Management in the Banking Sector of Saudi Arabia

The Critical Success Factors for Implementation of Customer Relationship Management in the Banking Sector of Saudi Arabia The Critical Success Factors for Implementation of Customer Relationship Management in the Banking Sector of Saudi Arabia Dr. Sulaiman A. Al-Hudhaif, Associate Dean for Quality and Development, College

More information

E-CRM IN INDIAN BANKING INDUSTRY: A TOOL FOR SURVIVAL IN TECHNOLOGY ERA

E-CRM IN INDIAN BANKING INDUSTRY: A TOOL FOR SURVIVAL IN TECHNOLOGY ERA E-CRM IN INDIAN BANKING INDUSTRY: A TOOL FOR SURVIVAL IN TECHNOLOGY ERA J. Prabhakara Rao Asst. Professor, Dept. of Management Studies, Gayatri College for PG Courses, Munasabpeta, Srikakulam Abstract:

More information

The Impact of Knowledge Management on Customer Relationship Management

The Impact of Knowledge Management on Customer Relationship Management The Impact of Knowledge Management on Customer Relationship Management Hadi Nejatian Khalilabad*, Omid Nasrollah Mazandarani*, Ilham Sentosa*, Shishi Kumar Piaralal* The business environment is transforming

More information

A Study On Customer Relationship Management Practices In Canara Bank Branches In Tamilnadu

A Study On Customer Relationship Management Practices In Canara Bank Branches In Tamilnadu International Conference on Inter Disciplinary Research in Engineering and Technology [ICIDRET] 1 International Conference on Inter Disciplinary Research in Engineering and Technology [ICIDRET] ISBN 978-81-929742-5-5

More information

Exploring the Drivers of E-Commerce through the Application of Structural Equation Modeling

Exploring the Drivers of E-Commerce through the Application of Structural Equation Modeling Exploring the Drivers of E-Commerce through the Application of Structural Equation Modeling Andre F.G. Castro, Raquel F.Ch. Meneses and Maria R.A. Moreira Faculty of Economics, Universidade do Porto R.Dr.

More information

C. Sankar Ph.D. Research Scholar, Department of Commerce, Periyar University, Salem.

C. Sankar Ph.D. Research Scholar, Department of Commerce, Periyar University, Salem. Customer Relationship Management in Banking Sector (An Empirical Study Salem District, Tamil Nadu) Dr. A. Vinayagamoorthy, Associate Professor, Department of Commerce, Periyar University, Salem. C. Sankar

More information

The Impact of Service Quality on Customer Satisfaction and Loyalty in Indian Banking Sector: An Empirical Study through SERVPERF

The Impact of Service Quality on Customer Satisfaction and Loyalty in Indian Banking Sector: An Empirical Study through SERVPERF Int. J. Manag. Bus. Res., 2 (2), 151-163, Spring 2012 IAU The Impact of Service Quality on Customer Satisfaction and Loyalty in Indian Banking Sector: An Empirical Study through SERVPERF *1 S. Vijay Anand,

More information

Mobile Stock Trading (MST) and its Social Impact: A Case Study in Hong Kong

Mobile Stock Trading (MST) and its Social Impact: A Case Study in Hong Kong Mobile Stock Trading (MST) and its Social Impact: A Case Study in Hong Kong K. M. Sam 1, C. R. Chatwin 2, I. C. Ma 3 1 Department of Accounting and Information Management, University of Macau, Macau, China

More information

American International Journal of Research in Humanities, Arts and Social Sciences

American International Journal of Research in Humanities, Arts and Social Sciences American International Journal of Research in Humanities, Arts and Social Sciences Available online at http://www.iasir.net ISSN (Print): 2328-3734, ISSN (Online): 2328-3696, ISSN (CD-ROM): 2328-3688 AIJRHASS

More information

Customer Relationship Management in Indian Life Insurance Sector

Customer Relationship Management in Indian Life Insurance Sector Customer Relationship Management in Indian Life Insurance Sector Ashraf Imam Research Scholar, Department of Commerce- Aligarh Muslim University, Aligarh. Abstract Customer relationship management is an

More information

A STUDY ON ASSET AND LIABILITY MANAGEMENT IN ICICI BANK

A STUDY ON ASSET AND LIABILITY MANAGEMENT IN ICICI BANK A STUDY ON ASSET AND LIABILITY MANAGEMENT IN ICICI BANK Salvin Surjith FP* N. Sathyanarayana** Abstract: Assets and Liabilities Management (ALM) is a dynamic process of planning, organizing, coordinating

More information

Essentials of Marketing Research

Essentials of Marketing Research Essentials of Marketing Second Edition Joseph F. Hair, Jr. Kennesaw State University Mary F. Wolfinbarger California State University-Long Beach David J. Ortinau University of South Florida Robert P. Bush

More information

FINANCIAL PERFORMANCE OF STATE BANK OF INDIA AND ICICI BANK A COMPARATIVE STUDY

FINANCIAL PERFORMANCE OF STATE BANK OF INDIA AND ICICI BANK A COMPARATIVE STUDY FINANCIAL PERFORMANCE OF STATE BANK OF INDIA AND BANK A COMPARATIVE STUDY D.Padma 1 and V.Arulmathi 2 1 Associate Professor, Sree Saraswathi Thyagaraja College, Thippampatti, Pollachi, India. Email-id:

More information

Abstract. Purpose- The purpose of this paper is to investigate the effect of e-banking on client

Abstract. Purpose- The purpose of this paper is to investigate the effect of e-banking on client The effects of E-banking on The Jordan Islamic Bank clients Satisfaction Faisal Al-Madi, Faculty of Economic &Administrative Sciences, Business Administration Department, The Hashemite University, Jordan

More information

RELATIONSHIP BETWEEN BUSINESS INTELLIGENCE AND ORGANIZATIONAL PERFORMANCE (CASE STUDY: FOOD INDUSTRY COMPANIES IN RASHT INDUSTRIAL CITY)

RELATIONSHIP BETWEEN BUSINESS INTELLIGENCE AND ORGANIZATIONAL PERFORMANCE (CASE STUDY: FOOD INDUSTRY COMPANIES IN RASHT INDUSTRIAL CITY) RELATIONSHIP BETWEEN BUSINESS INTELLIGENCE AND ORGANIZATIONAL PERFORMANCE (CASE STUDY: FOOD INDUSTRY COMPANIES IN RASHT INDUSTRIAL CITY) Mehrdad Goudarzvand Chegini Department of Public Management, Rasht

More information

Modeling Customer Behavior in Multichannel Service Distribution: A Rational Approach D. Heinhuis

Modeling Customer Behavior in Multichannel Service Distribution: A Rational Approach D. Heinhuis Modeling Customer Behavior in Multichannel Service Distribution: A Rational Approach D. Heinhuis Appendix 4 Summary Research question Most organizations have innovated their distribution strategy and adopted

More information

A PANEL STUDY FOR THE INFLUENTIAL FACTORS OF THE ADOPTION OF CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM

A PANEL STUDY FOR THE INFLUENTIAL FACTORS OF THE ADOPTION OF CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM 410 International Journal of Electronic Business Management, Vol. 4, No. 5, pp. 410-418 (2006) A PANEL STUDY FOR THE INFLUENTIAL FACTORS OF THE ADOPTION OF CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM Jan-Yan

More information

CUSTOMERS SATISFACTION WIHT ONLINE CUSTOMER SERVICE ON INTERNET BANKING OF SIAM COMMERCIAL BANK

CUSTOMERS SATISFACTION WIHT ONLINE CUSTOMER SERVICE ON INTERNET BANKING OF SIAM COMMERCIAL BANK CUSTOMERS SATISFACTION WIHT ONLINE CUSTOMER SERVICE ON INTERNET BANKING OF SIAM COMMERCIAL BANK Chapter 1 Introduction The first Chapter is this thesis introduces the motivation of the selected area. Followed

More information

Copyright subsists in all papers and content posted on this site.

Copyright subsists in all papers and content posted on this site. Student First Name: Talhat Student Second Name: Alhaiou Copyright subsists in all papers and content posted on this site. Further copying or distribution by any means without prior permission is prohibited,

More information

ACHIEVING COMPETITIVE ADVANTAGE THROUGH CUSTOMER RELATIONSHIP MANAGEMENT (CRM)

ACHIEVING COMPETITIVE ADVANTAGE THROUGH CUSTOMER RELATIONSHIP MANAGEMENT (CRM) 1 ACHIEVING COMPETITIVE ADVANTAGE THROUGH CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SRI DWARKANATH Asst.Professor, Kottam institute of Advance studies, Kottam, Mahabubnagar. INTRODUCTION CRM is a comprehensive

More information

E-BANKING: THE INDIAN SCENARIO

E-BANKING: THE INDIAN SCENARIO 16 E-BANKING: THE INDIAN SCENARIO DR. ROSHAN LAL*;DR. RAJNI SALUJA** *Professor & Director, Ganpati Business School, Bilaspur, District, Yamuna Nagar (Haryana) India. **Assistant Professor, Assistant Professor

More information

A Comparative Analysis of Investor s Risk Perceptions towards Public & Selected Private Life Insurers in Jabalpur District of Madhya Pradesh.

A Comparative Analysis of Investor s Risk Perceptions towards Public & Selected Private Life Insurers in Jabalpur District of Madhya Pradesh. A Comparative Analysis of Investor s Risk Perceptions towards Public & Selected Private Life Insurers in Jabalpur District of Madhya Pradesh Dr. Anshuja Tiwari & Ms. Babita Yadav Abstract The deregulation

More information

Managing Customer Relationships through Mobile CRM In Organized retail outlets

Managing Customer Relationships through Mobile CRM In Organized retail outlets Managing Customer Relationships through Mobile CRM In Organized retail outlets Dheeraj Verma #1, Dr. Devendra Singh Verma *2 Department of Mechanical Engineering (Industrial Engineering & Management),

More information

ROLE OF REACH OF INTERNET BANKING IN INDIA

ROLE OF REACH OF INTERNET BANKING IN INDIA ROLE OF REACH OF INTERNET BANKING IN INDIA * Dr. A. Vinayagamoorthy ** K. Senthilkumar Abstract In the 1990s, the banking sector in India saw greater emphasis being placed on technology and innovation.

More information

BENEFITS DERIVED BY SMEs THROUGH IMPLEMENTATION OF TQM

BENEFITS DERIVED BY SMEs THROUGH IMPLEMENTATION OF TQM BENEFITS DERIVED BY SMEs THROUGH IMPLEMENTATION OF TQM Yogesh A. Chauhan 1 1 Associate Professor, Mechatronics Engineering Department, G.H.Patel College of Engineering & Technology, Gujarat, India, Abstract

More information

SOCIAL CUSTOMER RELATIONSHIP MANAGEMENT (SCRM) IN INDIAN RETAIL INDUSTRY

SOCIAL CUSTOMER RELATIONSHIP MANAGEMENT (SCRM) IN INDIAN RETAIL INDUSTRY SOCIAL CUSTOMER RELATIONSHIP MANAGEMENT (SCRM) IN INDIAN RETAIL Dr. A.R. Annadurai* INDUSTRY Abstract: Social CRM is an advanced form of customer relationship management that uses social media services,

More information

Summary A Contemporary Study of Factors Influencing Urban and Rural Consumers for Buying Different Life Insurance Policies in Haryana.

Summary A Contemporary Study of Factors Influencing Urban and Rural Consumers for Buying Different Life Insurance Policies in Haryana. Summary The topic of research was A Contemporary Study of Factors Influencing Urban and Rural Consumers for Buying Different Life Insurance Policies in Haryana. Summary of the thesis presents an overview

More information

STUDY OF CUSTOMER RELATIONSHIP MANAGEMENT IN INSURANCE SECTOR IN INDIA

STUDY OF CUSTOMER RELATIONSHIP MANAGEMENT IN INSURANCE SECTOR IN INDIA STUDY OF CUSTOMER RELATIONSHIP MANAGEMENT IN INSURANCE SECTOR IN INDIA SURYAWANSHI VAISHALI KERBARAO DEPARTMENT OF COMMERCE CMJ UNIVERSITY, SHILLONG, MEGHALAYA INTRODUCTION Components of CRM 1. Collaborative

More information

Effect of Information Technology Outsourcing on the Performance of Banks in Kenya: Application of the Balanced Scorecard Purpose:

Effect of Information Technology Outsourcing on the Performance of Banks in Kenya: Application of the Balanced Scorecard Purpose: IOSR Journal of Business and Management (IOSR-JBM) e-issn: 2278-487X, p-issn: 2319-7668. Volume 17, Issue 3.Ver. II (Mar. 2015), PP 83-89 www.iosrjournals.org Effect of Information Technology Outsourcing

More information

Indian Institute of Management Bangalore. Customer Relationship Management

Indian Institute of Management Bangalore. Customer Relationship Management Faculty: Prof. G. Shainesh Indian Institute of Management Bangalore Customer Relationship Management Term VI PGP (2011-12) 3 Credit Course Background The primary purpose of any business is to win and keep

More information

Determinants of Customers' Satisfaction for Stock Broking Services - An Empirical Analysis

Determinants of Customers' Satisfaction for Stock Broking Services - An Empirical Analysis Pacific Business Review International Volume 5 Issue 7 (January 2013) 74 Determinants of Customers' Satisfaction for Stock Broking Services - An Empirical Analysis Dr Rajeev K Shukla*, Dr Ajit Upadhyaya**

More information

ANALYSIS OF USER ACCEPTANCE OF A NETWORK MONITORING SYSTEM WITH A FOCUS ON ICT TEACHERS

ANALYSIS OF USER ACCEPTANCE OF A NETWORK MONITORING SYSTEM WITH A FOCUS ON ICT TEACHERS ANALYSIS OF USER ACCEPTANCE OF A NETWORK MONITORING SYSTEM WITH A FOCUS ON ICT TEACHERS Siti Rahayu Abdul Aziz 1, Mohamad Ibrahim 2, and Suhaimi Sauti 3 1 Universiti Teknologi MARA, Malaysia, rahayu@fskm.uitm.edu.my

More information

Evaluating the Relationship between Service Quality and Customer Satisfaction in the Australian Car Insurance Industry

Evaluating the Relationship between Service Quality and Customer Satisfaction in the Australian Car Insurance Industry 2012 International Conference on Economics, Business Innovation IPEDR vol.38 (2012) (2012) IACSIT Press, Singapore Evaluating the Relationship between Service Quality and Customer Satisfaction in the Australian

More information

VOL. 4, NO. 2, March 2015 ISSN 2307-2466 International Journal of Economics, Finance and Management 2015. All rights reserved.

VOL. 4, NO. 2, March 2015 ISSN 2307-2466 International Journal of Economics, Finance and Management 2015. All rights reserved. VOL. 4, NO. 2, March 205 ISSN 2307-2466 205. All rights reserved. Experiences with Information System for Employee Performance: A case of Royal Malaysia Custom Department (RMCD) ZuhdiAbd Zakaria, 2 Herman

More information

E-CRM IN INDIAN BANKS AN OVERVIEW

E-CRM IN INDIAN BANKS AN OVERVIEW Delhi Business Review Vol. 2, No. 1, January - June, 2001 E-CRM IN INDIAN BANKS AN OVERVIEW R.K. Mittal Rajeev Kumra T ECHNOLOGY, people and customer are the three elements on which hinges the success

More information

A STUDY ON CRM IMPLEMENTATION IN THE INDIAN BANKS WITH SPECIAL REFERENCE TO COIMBATORE CITY

A STUDY ON CRM IMPLEMENTATION IN THE INDIAN BANKS WITH SPECIAL REFERENCE TO COIMBATORE CITY IJER Serials Publications 12(2), 2015: 477-485 ISSN: 0972-9380 A STUDY ON CRM IMPLEMENTATION IN THE INDIAN BANKS WITH SPECIAL REFERENCE TO COIMBATORE CITY Abstract: Purpose - To understand the critical

More information

CUSTOMER RELATIONSHIP MANAGEMENT IN THE INDIAN BANKING SECTOR: A COMPETITIVE TOOL

CUSTOMER RELATIONSHIP MANAGEMENT IN THE INDIAN BANKING SECTOR: A COMPETITIVE TOOL CUSTOMER RELATIONSHIP MANAGEMENT IN THE INDIAN BANKING SECTOR: Jasmer Singh A COMPETITIVE TOOL Abstract: It is said that CRM is not a product or service, it is an overall business strategy that enables

More information

Behera et al., International Journal of Advanced Engineering Technology E-ISSN 0976-3945

Behera et al., International Journal of Advanced Engineering Technology E-ISSN 0976-3945 Research Paper A STUDY ON CUSTOMER RELATIONSHIP MANAGEMENT (CRM) & BANK PERFORMANCE USING 1 Ajay Kumar Behera, 2 Dr.Narayan C. Nayak, 3 Dr. Harish. C. Das. Address for Correspondence 1 Mechanical Engineering

More information

Management Accounting Practices: A Comparative Analysis of Manufacturing and Service Industries

Management Accounting Practices: A Comparative Analysis of Manufacturing and Service Industries ASA University Review, Vol. 4 No. 1, January June, 2010 Management Accounting Practices: A Comparative Analysis of Manufacturing and Service Industries Farjana Yeshmin * Rehana Fowzia * Abstract The study

More information

Factors Influencing Customers Acceptance of Internet Banking Services in Sudan

Factors Influencing Customers Acceptance of Internet Banking Services in Sudan Factors Influencing Customers Acceptance of Internet Banking Services in Sudan Adam Haroun Omer Khater 1, Dr. Babikir Alfaki Almansour 2, Dr. Mohammed Hamad Mahmoud 3 ¹Nyala University, Faculty of Economic

More information

IMPROVING BOTTOM-LINE BY IMPLEMENTING SHARPER CUSTOMER RELATIONSHIP MANAGEMENT IN MANUFACTURING INDUSTRIES - MEDIUM & SMALL ENTERPRISE SECTOR IN INDIA

IMPROVING BOTTOM-LINE BY IMPLEMENTING SHARPER CUSTOMER RELATIONSHIP MANAGEMENT IN MANUFACTURING INDUSTRIES - MEDIUM & SMALL ENTERPRISE SECTOR IN INDIA IMPROVING BOTTOM-LINE BY IMPLEMENTING SHARPER CUSTOMER RELATIONSHIP MANAGEMENT IN MANUFACTURING INDUSTRIES - MEDIUM & SMALL ENTERPRISE SECTOR IN INDIA PROF. PRAKASH A. RESEARCH SCHOLAR CMJ UNIVERSITY SHILLONG

More information

A Study of E-CRM Services of Commercial Banks in Virudhunagar District, Tamil Nadu

A Study of E-CRM Services of Commercial Banks in Virudhunagar District, Tamil Nadu Asian Review of Social Sciences ISSN: 2249-6319 Vol. 4 No. 1, 2015, pp. 7-16 The Research Publication, www.trp.org.in A Study of E-CRM Services of Commercial Banks in Virudhunagar District, Tamil Nadu

More information

Consumers attitude towards online shopping: Factors influencing employees of crazy domains to shop online

Consumers attitude towards online shopping: Factors influencing employees of crazy domains to shop online Journal of Management and Marketing Research Consumers attitude towards online shopping: Factors influencing employees of crazy domains to shop online ABSTRACT Saad Akbar Bangkok University, Thailand Paul

More information

Applying CRM in Information Product Pricing

Applying CRM in Information Product Pricing Applying CRM in Information Product Pricing Wenjing Shang, Hong Wu and Zhimin Ji School of Economics and Management, Beijing University of Posts and Telecommunications, Beijing100876, P.R. China shang_wj83@yahoo.com.cn

More information

TAM Analysis of College Students Online Banking Brand Selection Factors

TAM Analysis of College Students Online Banking Brand Selection Factors ISSN(Print): 2377-0082 ISSN(Online): 2377-0163 EQUILIBRIUM, CHAOS, AND CONERGENCE IN DYNAMICAL NETWORK In Press TAM Analysis of College Students Online Banking Brand Selection Factors Jing Xu*, Xue Liu,

More information

Antecedents and Consequences of Consumer s Dissatisfaction of Agro-food Products and Their Complaining through Electronic Means

Antecedents and Consequences of Consumer s Dissatisfaction of Agro-food Products and Their Complaining through Electronic Means Antecedents and Consequences of Consumer s Dissatisfaction of Agro-food Products and Their Complaining through Electronic Means Costas Assimakopoulos 1 1 Department of Business Administration, Alexander

More information

Utkarsh Gupta 1, Dr. Richa Sinha 2

Utkarsh Gupta 1, Dr. Richa Sinha 2 IOSR Journal of Business and Management (IOSR-JBM) e-issn: 2278-487X, p-issn: 2319-7668. Volume 17, Issue 2.Ver. I (Feb. 2015), PP 13-17 www.iosrjournals.org A Comparative Study on Factors Affecting Consumer

More information

ATM Service Quality and its Effect on Customer Retention: A Case from Pakistani Banks

ATM Service Quality and its Effect on Customer Retention: A Case from Pakistani Banks Information Management and Business Review Vol. 5, No. 6, pp. 300-305, June 2013 (ISSN 2220-3796) ATM Service Quality and its Effect on Customer Retention: A Case from Pakistani Banks *Ameer Hasan 1, Usman

More information

The Implementation of Customer Relationship Management: Case Study from the Indonesia Retail Industry

The Implementation of Customer Relationship Management: Case Study from the Indonesia Retail Industry ICSIIT2015, 047, v1 (final): The Impact of C... 1 The Implementation of Customer Relationship Management: Case Study from the Indonesia Retail Industry Leo Willyanto Santoso 1, Yusak Kurniawan 1, Ibnu

More information

A STUDY OF FINANCIAL PERFORMANCE: A COMPARATIVE ANALYSIS OF SBI AND ICICI BANK

A STUDY OF FINANCIAL PERFORMANCE: A COMPARATIVE ANALYSIS OF SBI AND ICICI BANK A STUDY OF FINANCIAL PERFORMANCE: A COMPARATIVE ANALYSIS OF SBI AND ICICI BANK DR. ANURAG. B. SINGH*; MS. PRIYANKA TANDON** * Associate Professor LDC Institute of Technical Studies Soraon, Allahabad (Uttar

More information

JJMIE Jordan Journal of Mechanical and Industrial Engineering

JJMIE Jordan Journal of Mechanical and Industrial Engineering JJMIE Jordan Journal of Mechanical and Industrial Engineering Volume 4, Number 2, March. 2010 ISSN 1995-6665 Pages 304-313 The Implementation of Total Quality Management (TQM) for The Banking Sector in

More information

Use of self-service technology in the Lebanese banking sector: convenience, reliability, and suitability

Use of self-service technology in the Lebanese banking sector: convenience, reliability, and suitability Use of self-service technology in the Lebanese banking sector: convenience, reliability, and suitability Abdul-Nasser Kassar Lebanese American University Firas Samko Lebanese American University ABSTRACT

More information