LIST OF TABLES Table No. Table Name Page No. 4.2.1 Respondent s age 48 4.2.2 Cross-tabulation between the ease of opening a bank account and age 4.2.3 Cross tabulation between the ease in opening a bank account and age 4.2.4 Crosstabulation between the documentation process and age 50 52 54 4.2.5 Frequency tables on customization of services 56 4.2.6 Frequency tables on appreciating customers 57 4.2.7 Cross-tabulation between having a relational program and value of customer relations 4.2.8 Cross-tabulation between relationship management and value for customer relations 4.2.9 Cross-tabulation between Crm targeted or general and value for customer relations 4.2.10 Cross-tabulation between customer retention and customer relations 4.2.11 Cross-tabulation between the extent for customer retention and value for customer retention 4.2.12 Cross-tabulation between employee s rewards and value for customer relations 4.2.13 Cross-tabulation between crm activities and value for customer relations 58 60 62 64 65 67 69
4.2.14 Cross-tabulation between crm programs and value for customer relations 4.2.15 Cross-tabulation between customer satisfaction with the communication channels and employees being encouraged to enhance their communication skills 4.2.16 Frequency tables on the ease of opening a bank account 4.2.17 Frequency table on the ease in opening a bank account 4.2.18 Cross tabulation between complicated or simple crm and having the crm software 4.2.19 Cross-tabulation tables between simplicity in operating the software and having crm software installed 4.2.20 Frequency tables on employees getting involved in relationship management 4.2.21 Frequency tables on how regular the banks informed their customers about new and old products 4.2.22 Frequency tables on efficiency as a result of technological change 4.2.23 Cross tabulation between value for customer relations and having a relational program 4.2.24 Cross-tabulation between crm being general or targeted and having a relational program. 4.2.25 Cross-tabulation between customer retention and having a relational program 70 72 74 76 78 80 81 84 86 88 90 92
4.2.26 Cross-tabulation between the extent of retention and having a relational program 4.2.27 Cross-tabulation between employees getting rewarded for good customer handling and having a relational program 4.2.28 Cross-tabulation between crm activities helping the bank in customer retention and having a relational program 4.2.29 Cross-tabulation between employees involvement in customer management and having a relational program 4.2.30 Cross-tabulation between effectiveness in crm activities and having a relational program 92 94 96 97 99 4.2.31 Frequency tables on opening a bank account 101 4.2.32 Frequency tables, managed to retain customer 102 4.2.33 Frequency table on the extent of retention 103 4.2.34 Frequency table crm activities helped the bank to retain customers 105 4.2.35 Frequency tables on effectiveness of crm programs 105 4.2.36 Cross-tabulation between efficiency as result of technological change in reference to the last 10 years 4.2.37 Cross-tabulation between customer response on technology and how it has changed the banking industry in the last 10 years 107 109
4.2.38 Cross-tabulation between overall performance of crm software and impact of technological change on the banking system in the last 10 years 4.3.1 Frequency tables on the ease of opening a bank account 4.3.2 Frequency table on the extent at which the bank offered customers trust and privacy 4.3.3 Frequency table on how satisfied the customers were with the bank in general 4.3.4 Cross-tabulation between familiarity with the banks products and receiving bank reminders 4.3.5 Cross-tabulation between satisfaction with bank products and receiving bank reminders 4.3.6 Frequency tables on employee knowledge in answering questions 4.3.7 Frequency tables on how regular customers received bank reminders 4.3.8 Frequency tables on customer satisfaction with the bank s products 4.3.9 Cross-tabulation between having a liking for customer care programs and being satisfied with the banks communication channels 4.3.10 Cross-tabulation between bank s ability to deal with customer complaints and satisfaction with the banks communication channels 111 113 115 117 119 120 122 124 126 128 130
4.3.11 Cross-tabulation between finding support centers effective and satisfaction with the banks communication channels 4.3.12 Cross-tabulation between employees having knowledge to answer questions and customer satisfaction with the bank s communication channels 4.3.13 Cross-tabulation between employees giving customers individual attention and customers being satisfied with the banks communication channels 4.3.14 Frequency tables on the extent at which the bank offers trust and privacy 132 134 136 139 4.3.15 Frequency tables on customer satisfaction in general 140 4.3.16 Frequency tables on customer s interest in developing a relationship with the bank 4.3.17 Frequency tables on customer satisfaction with the bank s communication channels 4.3.18 Cross-tabulation between customer product satisfaction and familiarity the banks products 4.3.19 Frequency tables on customers hearing about customer relationship management (crm) 4.3.20 Cross-tabulation between finding the software installed in the ATM booth user friendly and having an ATM card 4.3.21 Cross-tabulation between rating the software and having an ATM card 141 143 146 148 150 152
4.3.22 Cross-tabulation between delivery channel preferred and having an ATM card 154 5.1a Opening a bank account 157 5.2 a Accessing a bank account 157 5.3 a Accessing the bank 158 5.4 a Documentation process 158 5.5 a Loyalty program 159 5.6 a Customize services 159 5.7 a Appreciate customers 160 5.8 a Have a referral program 160 5.9 a Referral program-benefits to the customer 161 5.10 a Referral program-benefits to the bank 161 5.11 a Managed to retain customers 162 5.12 a To what extent banks have managed to retain customers 162 5.13 a Have a relational program 163 5.14 a Employees are involved in relationship management 163 5.15 a Relational program targeted or general 164 5.16 a Value customer relations 164 5.17 a Consider customer retention as an important issue 165 5.18 a If yes to what extent 165 5.19 a Employees are rewarded for good customer handling 166
5.20 a Has relationship management activities helped your bank to retain customers 5.21 a How effective are your customer relationship programs 166 167 5.22 a Interaction with customers 167 5.23 a Customers are satisfied with the communication channels 5.24 a Employees are encouraged to enhance their communication skills 5.25 a Focus on customer needs while designing your offerings 168 168 169 5.26 a Have a CRM software 169 5.27 a Simple to operate the software 170 5.28 a Has technology changed your banking system in the last 10 years 170 5.29 a Efficiency as a result of technological change 171 5.30 a Customer response to the change in technology 171 5.31 a Overall performance of the CRM software 172 5.32 a Ease in opening an account 172 5.33 a Trust and privacy 173 5.34 a Satisfied with the bank in general 173 5.35 a Interested in developing a relationship 174
5.36 a Employees supportive 174 5.37 a Have a referral program 175 5.38 a Familiar with the banks products 175 5.39 a Customize products 176 5.40 a Satisfied with the bank s products 176 5.41 a Satisfied with the bank s communication channels 177 5.42 a Like customer care programs 177 5.43 a Bank s ability to deal with customer complaints 178 5.44 a Heard about customer relationship management 178 5.45 a Have an ATM card 179 5.46 a Find the software installed in the ATM booth userfriendly 179 5.47 a Rate the software 180 5.48 a Support centers effective 180 5.49 a Delivery systems 181 5.50 a Convenient banking hours 181 5.51 a Employees have knowledge to answer questions 182 5.52 a Employees give you individual attention 182