An Empirical Study of Customer Relationship Management Practices in Axis Bank with Reference to Raipur City

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "An Empirical Study of Customer Relationship Management Practices in Axis Bank with Reference to Raipur City"

Transcription

1 Journal of Ravishankar University, Part-A, 19-20, 54-62, ISSN An Empirical Study of Customer Relationship Management Practices in Axis Bank with Reference to Raipur City Archi Dubey a a Archi Dubey ( ), Institute of Management, Pt. Ravishankar Shukla University, Raipur. [Received: 15 November, 2014; Revised Received: 10 May, 2015; Accepted: 11 May 2015] Abstract In India as well as world banking system is the core of all financial activities including lending and depositing money, providing loans to institutions and private players and institutions. Banks are integral part of the service sector in India which went many transformational changes in last few decades due to privatization, technological up gradation, and changing in financial policies and procedures, increased completion etc. All these factors are putting tremendous pressure on the banks to perform better in order to survive in cut throat completion. This paper tried to identify the factors influencing the Customer Relationship Management practices (CRM) in Axis Bank in Raipur city. Total 150 samples were taken and correlation and mean scores were calculated to analyze the data. Study reveals that knowledge and experience of the staff, customer satisfaction, and customer service all have positive relationship with the customer loyalty. Suggestions are offered to improve relationship and maintain loyalty with the bank customers. Keywords: Customer Relationship Management; Customer Loyalty; Customer Satisfaction; Customer Service; Knowledge and Experience Introduction CRM means different things to different people. Scholars and practitioners defined this concept of CRM in different senses and different perspectives. Hence, many attempts have been made to define CRM in domain of philosophy, process, technology and capability. Customer relationship management is a relatively new and innovative practice in marketing which has replaced many traditional concepts of marketing by focusing and catering to 54

2 An Empirical Study of Customer Relationship Management Practices in Axis Bank with Reference to Raipur City individual needs and offering them tailor made products and services. Hence, now-a-days CRM has overtaken the market and going to put a revolutionary change in the market that brings a hope of entirely different and new future for marketers (Brown 2000) Simply CRM can be defined as attracting maintaining and enhancing customers relationship (Berry, 1983). Table- 1 shows various definitions of CRM. The two bases on which CRM implementation and CRM design depends are knowledge of customer and customer interaction Morgan and Hunt (1994) Hobby (1999) Kalakota and Robinson (1999) Table 1 Definitions of CRM CRM is all about marketing activities directed towards establishing, developing and maintaining successful relationships a management approach that enables organizations to identify, attract, and increase retention of profitable customers by managing relationships with them CRM means to allow all of the departments and employees to work for satisfying all of the customers demands. CRM is a set of system which integrates sales, marketing and after-sale services. Stanley and Brown (2000) Swift Ronald (2000) Bradshaw and Crash (2001) a business strategy to understand, anticipate and manage the needs of an organizations current and potential customers CRM is a iterative process that turns customer information into positive customer relations Management approach that involves identifying, attracting, developing and maintaining successful customer relationships over time in order to increase retention of profitable customers They further continued that CRM starts with the deep knowledge of the customer which further forms basis of developing and designing the marketing strategies to develop an endurable relationship with customers. Hence the primary purpose of the CRM practices is customer retention and Customer Loyalty and profit making. It is quite challenging to retain the customers for profit making and to increase the market share. Hence customer relationship management is an inevitable practice for banking and other service industries to acquire and retain the customers and to make them loyal. In this era of intense competition where customer is the king the ultimate strategy of the modern business is the customer centric approach. Stiff competition after privatization and changes in the needs and preferences of the customers puts a tremendous pressure on the banking industries to adapt 55

3 Dubey Customer Relationship management Practices. Customer profitability of the firm may improved by implementing CRM solution which can be measured by increased customer loyalty, reduced cost and customized offering (Khaligh et. al. 2012) Through the use of I.T. an intimated relationship can be created with customers by knowing them personally and contacted them (Gummerson, 1994). They further continued that CRM starts with the deep knowledge of the customer which further forms basis of developing and designing the marketing strategies to develop an endurable relationship with customers. Hence the primary purpose of the CRM practices is customer retention and Customer Loyalty and profit making. It is quite challenging to retain the customers for profit making and to increase the market share. Hence customer relationship management is an inevitable practice for banking and other service industries to acquire and retain the customers and to make them loyal. In this era of intense competition where customer is the king the ultimate strategy of the modern business is the customer centric approach. Stiff competition after privatization and changes in the needs and preferences of the customers puts a tremendous pressure on the banking industries to adapt Customer Relationship management Practices. Customer profitability of the firm may improved by implementing CRM solution which can be measured by increased customer loyalty, reduced cost and customized offering (Khaligh et. al. 2012). Through the use of I.T. an intimated relationship can be created with customers by knowing them personally and contacted them (Gummerson, 1994). Objectives of the Study:- 1. To study the relationship between the factors influencing the customer relationship management practices and customer loyalty in axis bank in Raipur city. 2. To analyze the most important and significant factor influencing customer relationship management practice in Axis Bank in Raipur city. 3. To give suggestive measures regarding betterment of CRM practices in Axis Bank in Raipur city. Review of literature Balakrishnan and Krishnaveni (2014) examined in their study to examine the level of satisfaction on customer relationship management practices in selected private sector banks. The study showed that the proper CRM practices will increases the customer satisfaction and 56

4 An Empirical Study of Customer Relationship Management Practices in Axis Bank with Reference to Raipur City develop relationship with existing and prospective customers by managing information and improves performance of delivering products and services at a great speed that facilitates customer creation and retention. Love Kumar Patwa and Kush Kr. Patwa (2014) in their study regarding Customer Relationship Management (CRM) performance of private sector and public sector bank showed the overlapping on customer retention between the Private and Public sector banks of Uttar Pradesh. Results showed that the Private Banks have been able to implement the CRM practices more effectively rather than public sector. Duygu Koçoğlu, and Sevcan Kirmaci (2012) found that customer relationship management affects customer loyalty in the banking sector. He observed CRM on the basis of Knowledge and experience of personnel, Customer satisfaction and customer loyalty. Kallol Das et al. (2009) studied 29 best practices and which may be helpful in deployment of CRM in banks. He found that there is no perfect bank which is applying all the practices hence there is no impact on customer loyalty. The Best practices were categorized under knowledge management, CRM Organization and Key customer Focus. Research Methodology To conduct the study, convenient sampling is applied in selecting the respondents from one of the private sector banks i. e. Axis Bank in Raipur City of Chhattisgarh. Primary data is collected through structured questionnaire from the sample of 150 customers of Axis Bank Raipur to know the factors influencing CRM practices In Axis Bank. The secondary data for the study was collected from the, websites. Magazines and books. The primary data thus collected were analyzed through correlation and mean for research questions and percentage analysis for demographic questions Figure-1 Research model 57

5 Dubey Five point Likert scale was used. To attain the research purpose four variables were used a. Knowledge and experience of the bank staff b. Customer satisfaction c. Customer service d. Customer loyalty Total 16 items were analyzed based on the three above mentioned variables and the questions were derived from Valijeva (2009) for CRM and Demimoren (2009) for customer loyalty. For pilot study 10% questions were taken. Following research model is proposed for the study Hypothesis H 0 1- Knowledge and Experience of bank staff shall not have any significant relationship with Customer Loyalty of axis bank Raipur. H 0 2- Customer Satisfaction shall not have any significant relationship with Customer Loyalty of axis bank Raipur. H03- Customer Services shall not have any significant relationship with Customer Loyalty of axis bank Raipur. Hypothesis interpretation H 0 1- Knowledge and experience of bank staff shall not have any significant relationship with Customer Loyalty of axis bank Raipur. The items from 1 to 5 (table 4) are regarding the first variable of the study i.e. related to knowledge and experience of the bank staff and the correlation value of as shown in the table is positive hence hypothesis H 01 is rejected i.e. there is significant positive relationship between Knowledge and experience of bank staff with Customer Loyalty of Axis Bank Raipur H 0 2- Customer Satisfaction shall not have any significant relationship with Customer Loyalty of axis bank Raipur. The items from 6 to 10 (table 4) are regarding the second variable of the study i.e. related to customer satisfaction and the correlation value of as shown in the table is moderate but positive hence hypothesis H 02 is rejected i.e. there is positive relationship between customer satisfaction and Customer Loyalty of Axis Bank Raipur 58

6 An Empirical Study of Customer Relationship Management Practices in Axis Bank with Reference to Raipur City H03- Customer Services shall not have any significant relationship with Customer Loyalty of axis bank Raipur. The items from 10 to 14 (table 4) are regarding the third variable of the study i.e. related to customer services of the bank staff and the correlation value of customer services as shown in the table is strong and positive hence hypothesis H 03 is rejected i.e. there is significant positive relationship between customer services of bank with Customer Loyalty of Axis Bank Raipur Data analysis Table-3 is showing that the variables knowledge and experience of staff, customer satisfaction, and customer service have positive and significant relationship with the customer loyalty. And simultaneously these factors are contributing towards the customer loyalty. Table-2 Demographic profile of the respondents Demographic Qualities % Age Gender Education Annual Income Occupation above Male Female High school Graduation Post- graduation Other Upto 1 lac 1-2 lac 2-3 lac Above 3 lac Student Self employees Private job Government service The mean scores regarding the factors indicated the extent to which the various CRM factors affect the Customer loyalty. In above table the mean scores of CRM practices vary from 3.76 to The factor sincerity and helpfulness of the personnel consists of the highest mean (3.72) and factor of not changing the firm easily consists of lowest mean (2.88). It is to be interpreted that the conformability regarding the factor influencing CRM practices in Axis bank is highest for Sincerity and helpfulness of personnel as compared to rest of the factors

7 Dubey Table - 3 Correlations among the variables of CRM practices and customer loyalty Variables Knowledge and experience of bank staff Customer satisfaction Knowledge and experience of bank staff Customer satisfaction Customer Service Customer Service Customer loyalty Table- 4 Mean Scores of factors of CRM practices in axis Bank Customer loyalty Item No. Customer Relationship Management Practices (items) Mean Scores 1 Sincerity and helpfulness of personnel Quick understanding and fulfillment of demand by personnel Easy language of personnel Knowledge and experience of staff Updating of firm regarding customer information Maintaining Good relationship with customers Update the customers regarding new products Reliability Handling of critical condition Prompt services Variety of service ATM related services and other facilities x7 Telephonic services Recommendation of the firm to others Feeling of loyalty Do not change the firm easily Service of the firm meets customers need 3.11 Result The analysis of the above study showed that all the variables Knowledge and experience of bank staff, Customer satisfaction and customer service have positive relationship with the customer loyalty. It was also found that the sincerity and helpfulness of the personnel of the bank (mean score 3.76) is the most influencing customer relationship management factor towards customer loyalty while not changing the firm easily (mean score-2.88) is the least influencing customer relationship management factor towards customer loyalty. 60

8 An Empirical Study of Customer Relationship Management Practices in Axis Bank with Reference to Raipur City Limitations of the study This study is limited to customers of the Axis bank, one of the private banks in India but the study was conducted in Raipur city, which may not be able to give true picture and generalized result. This study is conducted to small sample size i.e. 150 which represents the whole population of users of Axis bank of CRM practices. The time period may be constraints as the results may change with the future period of time. The non-co-operative nature of the respondents and their biasness towards the banks may again create a limitation towards research. Conclusion and suggestions of the study The key purpose of this study is to investigate the factors influencing the CRM practices in axis bank in Raipur city. Knowledge and experience of the bank staff, customer satisfaction and customer loyalty were determined as the key factors. The ultimate aim of the CRM practices is to make the customer retention and customer loyal. This study shows that if customers are satisfied and personnel are experienced and knowledgeable then also it would not be able to make its customers loyal. In this study satisfied customers agree that they will not recommend this bank to others, they might change the bank and this bank does not meets the requirement of the customers hence do not create the loyalty among customers. To make the customers loyal bank should do the following practices- a. Anticipate and understand the needs and requirement of the customers and then offer them products and services. b. Provide them personal attention and care while serving them. c. Effective grievance handling system and empathetic vision towards the customers. d. Better service quality than competitors. e. Attention to the customers etc. f. Positive behavior of the staff and friendly cooperation in enquiry counter. g. Timely interaction and communication with the customers etc. h. Developing innovative products and services for the customers to offer them differentiate services than competitors. 61

9 Dubey References Afsar Bilal, Determinants Of Customer Loyalty And Proposing A Customer Loyalty Model For The Banking Sector Of Pakistan. Balakrishnan H. & Krishnaveni R. (2014), A Study on Customer Relationship Management Practices in Selected Private Sector Banks with Reference to Coimbatore District, The SIJ Transactions on Industrial, Financial & Business Management (IFBM), Vol. 2, No. 1, January-February Bradshaw D., And Crash C., (2001),, Managing Customer Relationships In E-Business World, How To Personalize Computer Relationships For Increased Profitability, International Journal Of Retail And Distribution Das Kallol, Parmar Jitesh and Sadanand Vijay Kumar (2009). CRM Best Practices and Customer Loyalty- A study in Indian retail Banking, European Journal of Social Science, Vol.11 No.1pp Kalakota, R. and Robinson, M., (1999), e-business: Roadmap for Success, Addison- Wesley, pp Khaligh Alireza Abdolhosseini, Miremadi, Alireza, Aminilari Mansoor (2012), The impact of e CRM on loyalty and retention of customers in Iranian Telecommunication Sector, International Journal of Business and Management, Vol. 7, No.2. Koçoğlu Duygu and- Kirmaci Sevcan (2012), Customer Relationship Management And Customer Loyalty; A Survey In The Sector Of Banking, International Journal Of Business And Social Science Vol. 3 No. 3; February Morgan, R., And Hunt, S., (1994), The Commitment Trust Theory Of Relationship Marketing, Journal Of Marketing, Vol.58, pp Patwa Love Kumar, Patwa Kush Kr, An Analytical Study of CRM Practices in Public and Private Sector Banks in the State of Uttar Pradesh, Pacific Business Review International Volume 6, Issue 7, January Stanley A. Brown (2000), Customer Relationship Management: A Strategic Imperative in the World of E-Business, John Wiley and Sons, Canada, Ltd. Swift Ronald S., (2000), Accelerating Customer Relationship Using CRM and Relationship Technologies, Prentice Hall, Inc. 62

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

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

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

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

ISSN: 2321-7782 (Online) Volume 2, Issue 2, February 2014 International Journal of Advance Research in Computer Science and Management Studies

ISSN: 2321-7782 (Online) Volume 2, Issue 2, February 2014 International Journal of Advance Research in Computer Science and Management Studies ISSN: 2321-7782 (Online) Volume 2, Issue 2, February 14 International Journal of Advance Research in Computer Science and Management Studies Research Article / Paper / Case Study Available online at: www.ijarcsms.com

More information

Policyholder s Satisfaction of Private Life Insurance Companies With Reference To Tirupur District, Tamilnadu

Policyholder s Satisfaction of Private Life Insurance Companies With Reference To Tirupur District, Tamilnadu International Journal of Computational Engineering Research Vol, 03 Issue, 9 Policyholder s Satisfaction of Private Life Insurance Companies With Reference To Tirupur District, Tamilnadu Dr.N.Kathirvel*

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

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

PURCHASE DECISION FACTORS OF LIFE INSURANCE POLICY HOLDERS IN DHARMAPURI DISTRICT, TAMIL NADU, INDIA

PURCHASE DECISION FACTORS OF LIFE INSURANCE POLICY HOLDERS IN DHARMAPURI DISTRICT, TAMIL NADU, INDIA PURCHASE DECISION FACTORS OF LIFE INSURANCE POLICY HOLDERS IN DHARMAPURI DISTRICT, TAMIL NADU, INDIA V. Karthiga* Dr. G. Vadivalagan** Abstract The Indian Insurance Industry is as old as it is in any other

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

A STUDY ON CUSTOMER PERCEPTIONS AND SATISFACTION TOWARDS HOME LOANS IN NAMAKKAL

A STUDY ON CUSTOMER PERCEPTIONS AND SATISFACTION TOWARDS HOME LOANS IN NAMAKKAL A STUDY ON CUSTOMER PERCEPTIONS AND SATISFACTION TOWARDS HOME LOANS IN NAMAKKAL Dr. M. NALLUSAMY Associate Professor, Department of Commerce, Kandasamy Kandar's College, Paramathi Velur (Tk), Namakkal

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

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

Is CRM a Key Success Factor in Co-operative Banks Perspective A Study in Dakshina Kannada District

Is CRM a Key Success Factor in Co-operative Banks Perspective A Study in Dakshina Kannada District Global Journal of Management and Business Studies. ISSN 2248-9878 Volume 3, Number 3 (2013), pp. 211-216 Research India Publications http://www.ripublication.com/gjmbs.htm Is CRM a Key Success Factor in

More information

Customer Relationship Management: A key Success Factor in Services Marketing (A Case Study of Tourism (Hotel) Services in Navi Mumbai)

Customer Relationship Management: A key Success Factor in Services Marketing (A Case Study of Tourism (Hotel) Services in Navi Mumbai) Customer Relationship Management: A key Success Factor in Services Marketing (A Case Study of Tourism (Hotel) Services in Navi Mumbai) Introduction Ms Vani Kamath*, Ms Shweta Bhonsale* and Dr. Pradip Manjrekar**

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

An Evaluation of Bank Customer Satisfaction in Pakistan, Case of Conventional Banks

An Evaluation of Bank Customer Satisfaction in Pakistan, Case of Conventional Banks An Evaluation of Bank Satisfaction in Pakistan, Case of Conventional Banks Haroon Rasheed Management School, Wuhan University of Technology 205-Loushi Road, Wuhan P.R China 4300070 Wang Aimin Management

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

Online International Interdisciplinary Research Journal, {Bi-Monthly}, ISSN 2249-9598, Volume-V, Issue-V, Sept-Oct 2015 Issue

Online International Interdisciplinary Research Journal, {Bi-Monthly}, ISSN 2249-9598, Volume-V, Issue-V, Sept-Oct 2015 Issue Study of Employee Perception towards Performance Appraisal System with Special Reference to Education Sector in Pune City Sunanda Navale Founder Secretary, Sinhgad Technical Education Society, Ambegaon

More information

Abstract. Keywords: Retailing, organized retailing, Shopping Malls, Customer Relationship Management.

Abstract. Keywords: Retailing, organized retailing, Shopping Malls, Customer Relationship Management. Abstract Study of Relationship Management (CRM) Practices in organized retail shopping s at bengaluru city in India Mayur Kumar.A* *Assistant Professor,K.S.R.M college of Management studies, E-Mail-rohinimayur@gmail.com

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

International Journal of Engineering, Business and Enterprise Applications (IJEBEA) www.iasir.net

International Journal of Engineering, Business and Enterprise Applications (IJEBEA) www.iasir.net International Association of Scientific Innovation and Research (IASIR) (An Association Unifying the Sciences, Engineering, and Applied Research) International Journal of Engineering, Business and Enterprise

More information

IT and CRM: A case study of State Bank of India

IT and CRM: A case study of State Bank of India International Journal of Research Studies in Management 2016 April, Volume 5 Number 1, 65-69 IT and CRM: A case study of State Bank of India Kumar, Santosh ICBM SBE, Attapur, Hyderabad, India Malyadri,

More information

A STUDY ON CUSTOMER SATISFACTION WITH REFERENCE TO MOBILE SERVICE PROVIDERS IN HYDERABAD (INDIA)

A STUDY ON CUSTOMER SATISFACTION WITH REFERENCE TO MOBILE SERVICE PROVIDERS IN HYDERABAD (INDIA) A STUDY ON CUSTOMER SATISFACTION WITH REFERENCE TO MOBILE SERVICE PROVIDERS IN HYDERABAD (INDIA) *Kobra Veisi and Muralidhar Department of Business & Commerce Management, Management Branch, Osmania University,

More information

IJRIM Volume 2, Issue 9 (September 2012) (ISSN 2231-4334) IMPLEMENTATION OF DATA MINING IN BANKING SECTOR- A FEASIBILITY STUDY ABSTRACT

IJRIM Volume 2, Issue 9 (September 2012) (ISSN 2231-4334) IMPLEMENTATION OF DATA MINING IN BANKING SECTOR- A FEASIBILITY STUDY ABSTRACT IMPLEMENTATION OF DATA MINING IN BANKING SECTOR- A FEASIBILITY STUDY Vivek Bhambri* ABSTRACT Banking sector around the globe is using information technology for their day to day operations and banks have

More information

International Journal of Management, Innovation & Entrepreneurial Research Vol 1 (1), April 2015, Pg 10-14

International Journal of Management, Innovation & Entrepreneurial Research Vol 1 (1), April 2015, Pg 10-14 IMPACT OF DEMOGRAPHIC VARIABLES ON PURCHASE OF E-INSURANCE IN URBAN AREAS IN INDIA Dr. Syed Shahid Mazhar, Dr. Anisur Rehman and Mr. Shahab Ud Din Assistant Professor, Integral University, Department Of

More information

Hello, Goodbye. The New Spin on Customer Loyalty. From Customer Acquisition to Customer Loyalty. Definition of CRM.

Hello, Goodbye. The New Spin on Customer Loyalty. From Customer Acquisition to Customer Loyalty. Definition of CRM. Hello, Goodbye. The New Spin on Customer Loyalty The so-called typical customer no longer exists. Companies were focused on selling as many products as possible, without regard to who was buying them.

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

in nigerian companies.

in nigerian companies. Information Management 167 in nigerian companies. Idris, Adekunle. A. Abstract: Keywords: Relationship Marketing, Customer loyalty, Customer Service, Relationship Marketing Strategy and Nigeria. Introduction

More information

CUSTOMER EXPECTATIONS AND PERCEPTIONS OF SERVICE QUALITY OF MOBILE PHONE SERVICE PROVIDERS IN KERALA - A GAP ANALYSIS

CUSTOMER EXPECTATIONS AND PERCEPTIONS OF SERVICE QUALITY OF MOBILE PHONE SERVICE PROVIDERS IN KERALA - A GAP ANALYSIS INTERNATIONAL JOURNAL OF MANAGEMENT (IJM) International Journal of Management (IJM), ISSN 0976 6502(Print), ISSN 0976-6510(Online), ISSN 0976-6502 (Print) ISSN 0976-6510 (Online) Volume 6, Issue 3, March

More information

Impact of Customer Relationship Management of Hotel (A Case study Umaid Bhwan)

Impact of Customer Relationship Management of Hotel (A Case study Umaid Bhwan) Impact of Customer Relationship Management of Hotel (A Case study Umaid Bhwan) Dr. Tauseef Ahmad Jai Narain Vays University Department of accounting Dr. Omar A.A. Jawabreh Department of Tourism and Hotels

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

International Journal of Advance Research in Computer Science and Management Studies

International Journal of Advance Research in Computer Science and Management Studies Volume 3, Issue 11, November 2015 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

The 2013 Superannuation Consumer Recommendation & Loyalty Study

The 2013 Superannuation Consumer Recommendation & Loyalty Study The 2013 Superannuation Consumer Recommendation & Loyalty Study A study of the depth of consumer loyalty towards Australian Superannuation brands using the Net Promoter Score Net Promoter, NPS, and Net

More information

A Study on Consumer Behavior of Aavin Milk in Bhel Township: Trichy

A Study on Consumer Behavior of Aavin Milk in Bhel Township: Trichy ISSN: 2321-7782 (Online) Volume 1, Issue 4, September 2013 International Journal of Advance Research in Computer Science and Management Studies Research Paper Available online at: www.ijarcsms.com A Study

More information

PREFERENCES FOR WEALTH MANAGEMENT SERVICES: AN EMPIRICAL STUDY IN UDAIPUR, RAJASTHAN

PREFERENCES FOR WEALTH MANAGEMENT SERVICES: AN EMPIRICAL STUDY IN UDAIPUR, RAJASTHAN PREFERENCES FOR WEALTH MANAGEMENT SERVICES: AN EMPIRICAL STUDY IN UDAIPUR, RAJASTHAN Dr. Dhiraj Jain, Asistant Professor, Pacific Institute of Management, Udaipur, India Ms. Anupama Jhala, Research Scholar,

More information

Total Quality Management in the Malaysian Automobile Industry

Total Quality Management in the Malaysian Automobile Industry Total Quality Management in the Malaysian Automobile Industry Ismah Osman Faculty of Business Management, Universiti Teknologi MARA 40450, Shah Alam, Selangor, Malaysia Tel: 60-3-554-4446 E-mail: ismah817@salam.uitm.edu.my

More information

E-CRM Practices and Customer Satisfaction in Insurance Sector

E-CRM Practices and Customer Satisfaction in Insurance Sector Abstract Research Journal of Management Sciences Res. J. Management Sci. E-CRM Practices and Customer Satisfaction in Insurance Sector Dash Biswamohan 1 and Mishra Bidhubhusan 2 Utkal University, Bhubaneswar,

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

Factors Influencing Laptop Buying Behavior a Study on Students Pursuing Ug/Pg in Computer Science Department of Assam University

Factors Influencing Laptop Buying Behavior a Study on Students Pursuing Ug/Pg in Computer Science Department of Assam University Commerce Factors Influencing Laptop Buying Behavior a Study on Students Pursuing Ug/Pg in Computer Science Department of Assam University Keywords Laptop, Buying behavior, Students of computer science,

More information

Ghassan R. Odeh 1 & Hamad R. Alghadeer 2

Ghassan R. Odeh 1 & Hamad R. Alghadeer 2 International Journal of Marketing Studies; Vol. 6, No. 3; 2014 ISSN 1918-719X E-ISSN 1918-7203 Published by Canadian Center of Science and Education The Impact of Organizational Commitment as a Mediator

More information

CUSTOMER RELATIONSHIP MANAGEMENT: A GROWTH CATALYST FOR HDFC BANK

CUSTOMER RELATIONSHIP MANAGEMENT: A GROWTH CATALYST FOR HDFC BANK 149 CUSTOMER RELATIONSHIP MANAGEMENT: A GROWTH CATALYST FOR HDFC BANK DR. ASHOK SHARMA*; DR. TAPASYA JULKA**; MS. SONALI BHARDWAJ*** ABSTRACT *Assistant Professor, Department of Business Administration,

More information

Evaluating the Teacher Effectiveness of Secondary and Higher Secondary School Teachers

Evaluating the Teacher Effectiveness of Secondary and Higher Secondary School Teachers IOSR Journal of Research & Method in Education (IOSR-JRME) e-issn: 2320 7388,p-ISSN: 2320 737X Volume 4, Issue 1 Ver. V (Feb. 2014), PP 52-56 Evaluating the Teacher Effectiveness of Secondary and Higher

More information

IMPACT ANALYSIS OF SERVICE QUALITY ON CUSTOMER SATISFACTION IN GROCERY STORE CHAINS-AN EMPIRICAL STUDY OF EMPLOYEES PERSPECTIVE.

IMPACT ANALYSIS OF SERVICE QUALITY ON CUSTOMER SATISFACTION IN GROCERY STORE CHAINS-AN EMPIRICAL STUDY OF EMPLOYEES PERSPECTIVE. IMPACT ANALYSIS OF SERVICE QUALITY ON CUSTOMER SATISFACTION IN GROCERY STORE CHAINS-AN EMPIRICAL STUDY OF EMPLOYEES PERSPECTIVE. Sudhir Kumar Singh Research Scholar, RTM Nagpur University, PhD (Pursuing),

More information

RURAL CONSUMER BUYING BEHAVIOUR AND BRAND AWARENESS OF DURABLE PRODUCTS

RURAL CONSUMER BUYING BEHAVIOUR AND BRAND AWARENESS OF DURABLE PRODUCTS RURAL CONSUMER BUYING BEHAVIOUR AND BRAND AWARENESS OF DURABLE PRODUCTS Dr. Seema Laddha Associate Professor, NCRD s Sterling Institute of Management Studies, Nerul, Navi Mumbai The consumer durables industry

More information

Effectiveness of Social Networking Sites in Marketing

Effectiveness of Social Networking Sites in Marketing Effectiveness of Social Networking Sites in Marketing Mrs N.Nancy Fernandez Assitant Professor In Commerce,P.K.R Arts College For Women, Gobi. I. Introduction Social media marketing is the process of gaining

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

Impact of Customer Relationship Management on Customer Retention in the Telecom Industry of Pakistan

Impact of Customer Relationship Management on Customer Retention in the Telecom Industry of Pakistan Page 23 Vol. 1 No. 3, 215 ISSN 2412-33X Impact of Customer Relationship Management on Customer Retention in the Telecom Industry of Pakistan Rabia Inam Khan Research Scholar, Department of Management Sciences,

More information

Research of Female Consumer Behavior in Cosmetics Market Case Study of Female Consumers in Hsinchu Area Taiwan

Research of Female Consumer Behavior in Cosmetics Market Case Study of Female Consumers in Hsinchu Area Taiwan usiness, 2010, 2, 348-353 doi:10.4236/ib.2010.24045 Published Online December 2010 (http://www.scirp.org/journal/ib) Research of Female Consumer Behavior in Cosmetics Market Case Study of Female Consumers

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

Attitude of Working Women towards Investing In Life Insurance with Special Reference to Private Bank Employees Of Coimbatore City

Attitude of Working Women towards Investing In Life Insurance with Special Reference to Private Bank Employees Of Coimbatore City Attitude of Working Women towards Investing In Life Insurance with Special Reference to Private Bank Employees Of Coimbatore City S.VINOTH Assistant Professor RVS Institute of Management Studies and Research

More information

Consumer behavior towards online marketing

Consumer behavior towards online marketing 2016; 2(5): 859-863 ISSN Print: 2394-7500 ISSN Online: 2394-5869 Impact Factor: 5.2 IJAR 2016; 2(5): 859-863 www.allresearchjournal.com Received: 14-03-2016 Accepted: 15-04-2016 Dr. Mohan Kumar TP Co-Ordinator,

More information

IMPACT OF CUSTOMER RELATIONSHIP MANAGEMENT ON CUSTOMER SATISFACTION AND ITS ROLE TOWARDS CUSTOMER LOYALTY AND RETENTION PRACTICES IN THE HOTEL SECTOR

IMPACT OF CUSTOMER RELATIONSHIP MANAGEMENT ON CUSTOMER SATISFACTION AND ITS ROLE TOWARDS CUSTOMER LOYALTY AND RETENTION PRACTICES IN THE HOTEL SECTOR IMPACT OF CUSTOMER RELATIONSHIP MANAGEMENT ON CUSTOMER SATISFACTION AND ITS ROLE TOWARDS CUSTOMER LOYALTY AND RETENTION PRACTICES IN THE HOTEL SECTOR Dr. B. ANGAMUTHU M.Com, MPhil, PhD Assistant Professor

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

A STUDY ON CUSTOMER RELATIONSHIP MANAGEMENT PRACTICES IN BANKING SECTOR IN INDIA

A STUDY ON CUSTOMER RELATIONSHIP MANAGEMENT PRACTICES IN BANKING SECTOR IN INDIA Volume 4, Issue 5 (May, 2015) Online ISSN-2277-1166 Published by: Abhinav Publication Abhinav National Monthly Refereed Journal of Research in A STUDY ON CUSTOMER RELATIONSHIP MANAGEMENT PRACTICES IN BANKING

More information

Impact of Human Resource Practices on Employees Productivity A Comparative Study between Public and Private Banks in India

Impact of Human Resource Practices on Employees Productivity A Comparative Study between Public and Private Banks in India International Journal of Trade and Commerce-IIARTC January-June 2012, Volume 1, No. 1, pp. 142-148 ISSN-2277-5811 SGSR. (www.sgsrjournals.com) All right reserved. Impact of Human Resource Practices on

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

A Comparative Study on Customer Preference of Mobile Service Providers with Selected Service Providers

A Comparative Study on Customer Preference of Mobile Service Providers with Selected Service Providers A Comparative Study on Customer Preference of Mobile Service Providers with Selected Service Providers ABSTRACT Dr. L. Leo Franklin Assistant Professor & Research Adviser PG. & Research Department of Commerce,

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

Consumer Behaviour and Brand Preference of Titan Watches An empirical study with reference to Haveri District, Karnataka.

Consumer Behaviour and Brand Preference of Titan Watches An empirical study with reference to Haveri District, Karnataka. IOSR Journal of Business and Management (IOSR-JBM) ISSN: 2278-487X. Volume 7, Issue 1 (Jan. - Feb. 13), PP 1-7 Consumer Behaviour and Brand Preference of Titan Watches An empirical study with reference

More information

International Journal of Scientific Research and Modern Education (IJSRME) ISSN (Online): 2455 5630 (www.rdmodernresearch.com) Volume I, Issue I,

International Journal of Scientific Research and Modern Education (IJSRME) ISSN (Online): 2455 5630 (www.rdmodernresearch.com) Volume I, Issue I, A COMPREHENSIVE STUDY ON FACTORS AFFECTING PURCHASE DECISION OF LIFE INSURANCE CUSTOMERS K. Kavyashree * & Fathima Safira** Assistant Professor, SDM College, Ujire, Karnataka Abstract: Liberalization,

More information

Graduate Student Perceptions of the Use of Online Course Tools to Support Engagement

Graduate Student Perceptions of the Use of Online Course Tools to Support Engagement International Journal for the Scholarship of Teaching and Learning Volume 8 Number 1 Article 5 January 2014 Graduate Student Perceptions of the Use of Online Course Tools to Support Engagement Stephanie

More information

Table 1: Profile of Consumer Particulars Classification Numbers Percentage Upto 20 25 41.67 Age. 21 to 40 18 30.00 Above 40 17 28.

Table 1: Profile of Consumer Particulars Classification Numbers Percentage Upto 20 25 41.67 Age. 21 to 40 18 30.00 Above 40 17 28. 2014; 1(7): 280-286 IJMRD 2014; 1(7): 280-286 www.allsubjectjournal.com Received: 04-12-2014 Accepted: 22-12-2014 e-issn: 2349-4182 p-issn: 2349-5979 V. Suganthi Assistant Professor, Department of Commerce,

More information

A STUDY ON USAGE AND SATISFACTION OF CREDIT CARDS BY CUSTOMERS IN KRISHNAGIRI DISTRICT

A STUDY ON USAGE AND SATISFACTION OF CREDIT CARDS BY CUSTOMERS IN KRISHNAGIRI DISTRICT A STUDY ON USAGE AND SATISFACTION OF CREDIT CARDS BY CUSTOMERS IN KRISHNAGIRI DISTRICT S.Deviranjitham Research scholar Periyar University Asst.Professor, Sri Vidya Mandir Arts & Science College,Uthangarai,Krishnagiri.

More information

A COMPARATIVE STUDY ON CUSTOMER SATISFACTION IN INDIAN PUBLIC SECTOR AND PRIVATE SECTOR BANKS (WITH SPECIAL REFERENCE TO DELHI AND NCR REGION)

A COMPARATIVE STUDY ON CUSTOMER SATISFACTION IN INDIAN PUBLIC SECTOR AND PRIVATE SECTOR BANKS (WITH SPECIAL REFERENCE TO DELHI AND NCR REGION) A COMPARATIVE STUDY ON CUSTOMER SATISFACTION IN INDIAN PUBLIC SECTOR AND PRIVATE SECTOR BANKS (WITH SPECIAL REFERENCE TO DELHI AND NCR REGION) MS. PALLAVI GUPTA*; DR. CHHAYA MANGAL MISHRA**; DR. TAZYN

More information

The Effect of Information Technology (IT) Support on Innovations Concepts: A study of Textile Sector in Pakistan

The Effect of Information Technology (IT) Support on Innovations Concepts: A study of Textile Sector in Pakistan The Effect of Information Technology (IT) Support on Innovations Concepts: A study of Textile Sector in Pakistan Abstract Muhammad Mohsin MBA (Quality Management), Govt College University Faisalabad, Pakistan

More information

Satisfaction Toward on Agricultural Extension by Social Media of Phokaruna Co., Ltd. in Chiang Mai Province

Satisfaction Toward on Agricultural Extension by Social Media of Phokaruna Co., Ltd. in Chiang Mai Province Journal of Agricultural Technology 2015 Vol. 11(5):1033-1046 Available online http://www.ijat-aatsea.com ISSN 1686-9141 Satisfaction Toward on Agricultural Extension by Social Media of Phokaruna Co., Ltd.

More information

GRIEVANCES AND REDRESSAL OF INVESTORS IN INDIAN CAPITAL MARKET WITH REGARD TO COIMBATORE CITY

GRIEVANCES AND REDRESSAL OF INVESTORS IN INDIAN CAPITAL MARKET WITH REGARD TO COIMBATORE CITY GRIEVANCES AND REDRESSAL OF INVESTORS IN INDIAN CAPITAL MARKET WITH REGARD TO COIMBATORE CITY Mrs. R. Vennila Assistant Professor, Student, B.Com, Department of Commerce, Sri Krishna Arts and Science College,

More information

Role of Advertising on Sale s Performance: a Case Study of Bata & Service Shoes (Okara)

Role of Advertising on Sale s Performance: a Case Study of Bata & Service Shoes (Okara) Role of Advertising on Sale s Performance: a Case Study of Bata & Service Shoes (Okara) Dr Ahsan Zia Assistant Professor, Management Sciences, Lahore leads University, Lahore, Pakistan Farrukh Shahzad

More information

Separation -A Better Tomorrow-Economy A Study of Marketing Strategies On Automobile

Separation -A Better Tomorrow-Economy A Study of Marketing Strategies On Automobile Separation -A Better Tomorrow-Economy A Study of Marketing Strategies On Automobile Ekta Chakravarty Gauhati Commerce College, Gauhati University, E-mail : addictedlife24@gmail.com Abstract - Automobile

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

European Journal of Business and Management ISSN 2222-1905 (Paper) ISSN 2222-2839 (Online) Vol.7, No.1, 2015

European Journal of Business and Management ISSN 2222-1905 (Paper) ISSN 2222-2839 (Online) Vol.7, No.1, 2015 ISSN 2222-905 (Paper) ISSN 2222-2839 (Online) Vol.7, No., 205 Impact of Customer Relationship Marketing on Market Performance in Banking Sector A Study on Bank of Ceylon and Hatton National Bank Customers

More information

CUSTOMER RETENTION STRATEGIES OF TELECOM SERVICE PROVIDERS

CUSTOMER RETENTION STRATEGIES OF TELECOM SERVICE PROVIDERS CUSTOMER RETENTION STRATEGIES OF TELECOM SERVICE PROVIDERS Abstract: In the 21 st century, the new economy is becoming increasingly customer centric. Customer retention is considered one of the main relationship

More information

Satisfaction Perceptions Differences of Customers of Banks in Saudi Arabia Based on Gender

Satisfaction Perceptions Differences of Customers of Banks in Saudi Arabia Based on Gender British Journal of Economics, Management & Trade 7(4): 279-287, 2015, Article no.bjemt.2015.090 ISSN: 2278-098X SCIENCEDOMAIN international www.sciencedomain.org Satisfaction Perceptions Differences of

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

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

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

Analyzing the Effects of e-crm on customers Loyalty: A case study of Parsmodir Khazar Enterprise

Analyzing the Effects of e-crm on customers Loyalty: A case study of Parsmodir Khazar Enterprise Analyzing the Effects of e-cm on customers Loyalty: A case study of Parsmodir Khazar Enterprise arhad arhadi samane Karimi Ghartemani Hakime Karimi Ghartemani Jafar aisi Wastegany Abstract-The objective

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

April 2014 Vol - 2 Issue- 4

April 2014 Vol - 2 Issue- 4 Online Journal ISSN : 2347-9671 www. epratrust.com April 2014 Vol - 2 Issue- 4 EFFECTIVENESS OF HUMAN RESOURCE MANAGEMENT PRACTICES ON FACULTY RETENTION IN HIGHER EDUCATION: AN EMPIRICAL STUDY IN MYSORE

More information

Customer Experience Strategy and Program Progress Report January to December 2015 (D16/9882)

Customer Experience Strategy and Program Progress Report January to December 2015 (D16/9882) INFORMATION REPORT COUNCIL 26 February 2016 Organisational Services & Excellence Customer Experience Strategy and Program Progress Report January to December 2015 (D16/9882) Background In July 2014, Council

More information

Use of Data Mining in Banking

Use of Data Mining in Banking Use of Data Mining in Banking Kazi Imran Moin*, Dr. Qazi Baseer Ahmed** *(Department of Computer Science, College of Computer Science & Information Technology, Latur, (M.S), India ** (Department of Commerce

More information

second century. Banking in India can be, by and large, grouped into three eras, i.e., pre-nationalisation, postnationalisation

second century. Banking in India can be, by and large, grouped into three eras, i.e., pre-nationalisation, postnationalisation By: Dr M. SELVAKUMAR e.l. ramar ATTITUDE OF CUSTOMERS TOWARDS e-crm SERVICES OF BANKS IN VIRUDHUNAGAR DISTRICT, TAMIL NADU The key objective of an organisation should be to keep an eye on each and every

More information

Customer Relationship Management in Service Industry

Customer Relationship Management in Service Industry Customer Relationship Management in Service Industry Abhishek Ashok Khadtare Assistant Professor and Mrs. Meghna.A.Navale (Assistant Professor) Mr. Vasim Sardar Kalavant (Assistant Professor) Sinhgad Institute

More information

Shoppers who. do not. enter store. Area with no. Shoppers who. enter store. Area with. products of interest

Shoppers who. do not. enter store. Area with no. Shoppers who. enter store. Area with. products of interest Hitachi Review Vol. 63 (2014), No. 1 30 New Bricks and Mortar Marketing Technique Based on Human Behavior Measurement Makoto Takahashi Masatsugu Nomiya Naohiro Suzuki OVERVIEW: In recent years, internet

More information

A Study of Customer Relationship Management Practices in Madhya Pradesh State Tourism Services

A Study of Customer Relationship Management Practices in Madhya Pradesh State Tourism Services Theoretical and Applied Economics Volume XVII (2010), No. 5(546), pp. 73-80 A Study of Customer Relationship Management Practices in Madhya Pradesh State Tourism Services Dharmendra MEHTA Vikram University,

More information

HOW TO RETAIN THE CUSTOMERS BY USING EFFECTIVE CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SYSTEM

HOW TO RETAIN THE CUSTOMERS BY USING EFFECTIVE CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SYSTEM International Journal of Sales & Marketing Management Research and Development (IJSMMRD) ISSN 2249-6939 Vol. 3, Issue 1, Mar 2013, 61-66 TJPRC Pvt. Ltd. HOW TO RETAIN THE CUSTOMERS BY USING EFFECTIVE CUSTOMER

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

Journal of Renewable Natural Resources Bhutan ISSN: 1608-4330

Journal of Renewable Natural Resources Bhutan ISSN: 1608-4330 Journal of Renewable Natural Resources Bhutan ISSN: 16084330 Evaluation of Association between Customer Relationship Management and Efficient Relationship Marketing using the Balanced Scorecard (Case Study:

More information

ATTITUDE OF ACCOUNTING PROFESSIONALS TOWARDS IMPACT OF E-COMMERCE IN RELATION TO THEIR QUALIFICATION

ATTITUDE OF ACCOUNTING PROFESSIONALS TOWARDS IMPACT OF E-COMMERCE IN RELATION TO THEIR QUALIFICATION IMPACT: International Journal of Research in Business Management (IMPACT: IJRBM) ISSN(E): 2321-886X; ISSN(P): 2347-4572 Vol. 2, Issue 3, Mar 2014, 127-132 Impact Journals ATTITUDE OF ACCOUNTING PROFESSIONALS

More information

PERFORMANCE APPRAISAL SYSTEM TO PERFORMANCE MANAGEMENT SYSTEM IN BOKARO STEEL PLANT (SAIL): AN EVALUATION

PERFORMANCE APPRAISAL SYSTEM TO PERFORMANCE MANAGEMENT SYSTEM IN BOKARO STEEL PLANT (SAIL): AN EVALUATION International Journal of Human Resource Management and Research (IJHRMR) ISSN 2249-6874 Vol. 3, Issue 1, Mar 2013, 87-96 TJPRC Pvt. Ltd. PERFORMANCE APPRAISAL SYSTEM TO PERFORMANCE MANAGEMENT SYSTEM IN

More information

Impact of Customer Satisfaction on Customer Loyalty and Intentions to Switch: Evidence from Banking Sector of Pakistan

Impact of Customer Satisfaction on Customer Loyalty and Intentions to Switch: Evidence from Banking Sector of Pakistan International Journal of Business and Social Science Vol. 2 No. 16; September 2011 Impact of Customer Satisfaction on Customer Loyalty and Intentions to Switch: Evidence from Banking Sector of Pakistan

More information

A Study on Investor Pattern on various Financial Instruments With reference to Twin cities of Hyderabad

A Study on Investor Pattern on various Financial Instruments With reference to Twin cities of Hyderabad A Study on Investor Pattern on various Financial Instruments With reference to Twin cities of Hyderabad J.P.Senthil Kumar Associate Professor, TKR Institute of Management & Science. ABSTRACT: The Present

More information

Mapping Hospital Growth Through Strategic Service Promotion Management

Mapping Hospital Growth Through Strategic Service Promotion Management World Journal of Social Sciences Vol. 2. No. 6. September 2012 Issue. Pp. 101 112 Mapping Hospital Growth Through Strategic Service Promotion Management 1. Introduction Sanjay Bhalerao* and Rajendra Singh**

More information

High School Students Attitude towards Learning English Language

High School Students Attitude towards Learning English Language International Journal of Scientific and Research Publications, Volume 3, Issue 9, September 2013 1 High School Students Attitude towards Learning English Language Gajalakshmi Abstract: A study was attempted

More information

Consumer Perception of Mobile Phone Attributes

Consumer Perception of Mobile Phone Attributes Consumer Perception of Mobile Phone Attributes Tao Zhang 1, Pei-Luen Patrick Rau 2, Jia Zhou 2 1 Department of Electrical Engineering and Computer Science Vanderbilt University, TN 37211, USA 2 Department

More information

CONSUMERS' BUYING BEHAVIOR TOWARDS GREEN PRODUCTS: AN EXPLORATORY STUDY

CONSUMERS' BUYING BEHAVIOR TOWARDS GREEN PRODUCTS: AN EXPLORATORY STUDY Int. J. Mgmt Res. & Bus. Strat. 2014 Collins Marfo Agyeman, 2014 ISSN 2319-345X www.ijmrbs.com Vol. 3, No. 1, January 2014 2014 IJMRBS. All Rights Reserved CONSUMERS' BUYING BEHAVIOR TOWARDS GREEN PRODUCTS:

More information

Experiential Marketing: Analysis of Customer Attitude and Purchase Behaviour in Telecom Sector

Experiential Marketing: Analysis of Customer Attitude and Purchase Behaviour in Telecom Sector International Conference on Inter Disciplinary Research in Engineering and Technology [ICIDRET] 197 International Conference on Inter Disciplinary Research in Engineering and Technology [ICIDRET] ISBN

More information

Organizational Commitment among Public and Private School Teachers

Organizational Commitment among Public and Private School Teachers The International Journal of Indian Psychology ISSN 2348-5396 (e) ISSN: 2349-3429 (p) Volume 2, Issue 3, Paper ID: B00381V2I32015 http://www.ijip.in April to June 2015 ABSTRACT: Organizational Commitment

More information