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A Study on Customer Relationship Management in Retail Banks With Reference to Kancheepuram District Tamilnadu

Shodhganga@INFLIBNET

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Title A Study on Customer Relationship Management in Retail Banks With Reference to Kancheepuram District Tamilnadu
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Contributor Velu.R
 
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Description India s retail bank customers are presently left with unlimited choices of
newlineretail products and with ever increasing expectation. In this context, the bankers, to
newlineremain competitive, have to meet the expectations of the customers much better
newlinethan the competing players in the market.
newlineThis scenario has made the bankers focus on Customer Relationship
newlineManagement to treat customers as lifelong, profitable partners. This is possible for
newlineany bank, by improving and consistently performing to the changing needs of the
newlinecustomers. The CRM in retail banking throws open wide scope of analysis and this
newlineis an inducing element for the researcher to take up this profound study.
newlineThe factors of concern of this study are the, influences contributing to
newlinerelationship building, sustaining relationship, and influences leading to dissolution
newlineof relationship. The service quality perception variables differ between the bank
newlinecustomers and the bank employees. A meaningful understanding of these variables
newlinewould obviously contribute to measuring and arriving at relationship building
newlinestrategies. Misunderstanding influences leads to inappropriate relationship strategies
newlineand this is the focal point of research in retail bank customer relationship building
newlineand the same is identified as the problem for study with the following objectives.
newline
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Date 2014-12-19T09:51:48Z
2014-12-19T09:51:48Z
2014-12-19
4-4-2007
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Type Ph.D.
 
Identifier http://hdl.handle.net/10603/31200
 
Language English
 
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Rights university
 
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DVD
 
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Publisher Kattankulathur
SRM University
Department of Management Studies
 
Source University