THE ROLE OF CRM PRACTICES IN INFLUENCING THE CUSTOMERS PREFERENCE FOR A COMMERCIAL BANK - EMPIRICAL STUDY ON BANK CUSTOMERS IN CHITTOOR DISTRICT

G. Chandra Sekhar , Dr. M. Suresh Babu

CRM PRACTICES, SBI, ICICI

The present study aims to explore various factors that influence a customer in choosing a bank for his/her financial needs and to examine the relationship between these influencing factors and customer satisfaction in banking sector. An extensive review on literature was made to arrive at self-administered questionnaire that collects the responses from customers on their bank selection criteria and their satisfaction towards the bank which they use. 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 both public sector and private sector 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 bank selection criteria and customer satisfaction.

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"THE ROLE OF CRM PRACTICES IN INFLUENCING THE CUSTOMERS PREFERENCE FOR A COMMERCIAL BANK - EMPIRICAL STUDY ON BANK CUSTOMERS IN CHITTOOR DISTRICT", IJSDR - International Journal of Scientific Development and Research (www.IJSDR.org), ISSN:2455-2631, Vol.5, Issue 3, page no.193 - 199, March-2020, Available :https://ijsdr.org/papers/IJSDR2003036.pdf

Volume 5 Issue 3, March-2020

Pages : 193 - 199

Paper Reg. ID: IJSDR_191463

Published Paper Id: IJSDR2003036

Downloads: 000347247

Research Area: Management

Country: CHITTOR, ANDRAPRADESH, India

Published Paper PDF: https://ijsdr.org/papers/IJSDR2003036

Published Paper URL: https://ijsdr.org/viewpaperforall?paper=IJSDR2003036

ISSN: 2455-2631 | IMPACT FACTOR: 9.15 Calculated By Google Scholar | ESTD YEAR: 2016

An International Scholarly Open Access Journal, Peer-Reviewed, Refereed Journal Impact Factor 9.15 Calculate by Google Scholar and Semantic Scholar | AI-Powered Research Tool, Multidisciplinary, Monthly, Multilanguage Journal Indexing in All Major Database & Metadata, Citation Generator

Publisher: IJSDR(IJ Publication) Janvi Wave

This work is licensed under a Creative Commons Attribution 4.0 International License and The Open Definition