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INTERNATIONAL JOURNAL OF SCIENTIFIC DEVELOPMENT AND RESEARCH International Peer Reviewed & Refereed Journals, Open Access Journal ISSN Approved Journal No: 2455-2631 | Impact factor: 8.15 | ESTD Year: 2016 open access , Peer-reviewed, and Refereed Journals, Impact factor 8.15 |
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| Paper Title: | AN EVALUATION OF CRM PRACTICES IN BANKING CONTEXT: AN EMPIRICAL STUDY WITH REFERENCE TO COMMERCIAL BANKS IN CHITTOOR DISTRICT |
| Authors Name: | Mr. G. Chandra Sekhar , Dr. M. Suresh Babu |
| Unique Id: | IJSDR2007083 |
| Published In: | Volume 5 Issue 7, July-2020 |
| Abstract: | The present study aims to explore various CRM practices that are practiced in the present banking sector of India. The study focuses on evaluating these practices based on a customer survey and examined the relationship between the influence of these CRM practices and customer satisfactions in banking sector. An extensive review on literature was made to develop scaled items for evaluating the CRM practices based on SERVQUAL and customer satisfaction. A sample of 150 respondents was selected based on convenience sample for a questionnaire survey from three revenue divisions of Chittoor district namely Tirupati, Madanapalli and Chittoor. The sample comprises of two banks namely SBI and ICICI. The collected responses were properly analysed to arrive at the findings. The study found statistical significant relationship between demographic variables and the factors selected. Further found strong relationship between CRM practices and customer satisfaction |
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| Cite Article: | "AN EVALUATION OF CRM PRACTICES IN BANKING CONTEXT: AN EMPIRICAL STUDY WITH REFERENCE TO COMMERCIAL BANKS IN CHITTOOR DISTRICT", International Journal of Science & Engineering Development Research (www.ijsdr.org), ISSN:2455-2631, Vol.5, Issue 7, page no.598 - 604, July-2020, Available :http://www.ijsdr.org/papers/IJSDR2007083.pdf |
| Downloads: | 000337070 |
| Publication Details: | Published Paper ID: IJSDR2007083 Registration ID:192089 Published In: Volume 5 Issue 7, July-2020 DOI (Digital Object Identifier): Page No: 598 - 604 Publisher: IJSDR | www.ijsdr.org ISSN Number: 2455-2631 |
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