This study examines the relationship between the quality of service and customer satisfaction in the e banking era. Management crm, this is an effective tool to withstand such a competition. Rushdy wady a thesis submitted in partial fulfillment of the requirements for the degree. The third main reason was the industry choice of this research topic. Customer relationship management crm is a foreseeable practice in the banking sector.
Department of commerce, periyar university, salem11 abstract banks play a vital role in the socioeconomic development of our country. Customer relationship management in banking sector aims. Relationship management crm dimensions on bank sector in sudan 1nuha hassan elmubasher, 2nasreldain mohamed tomsah 1,2 assistant professor. Customer relationship management crm, banking industry. Okamath 1979 in his thesis entitled marketing of bank services with special. Thesis on customer relationship management in banking sector. Therefore experts say that customer satisfaction should be the fundamental principle of all the service. Analytical customer relationship management in retailing. Research is needed in such sector tosep 12, 2010 focus on icici bank s initiatives the use of customer relationship management crm in banking has gained importance with the aggressive strategies for customer. The effect of customer relationship management crm. Customer satisfaction in the banking industry plays a vital role to create a healthy business status being service based industry. Problems and challenges link to publication record in manchester research explorer citation for published version apa. Based on the existingperformance management system and the sound data, customer relationshipmanagement system referred as crms hereinafter regards all the business sectionsof the bank. In this context, this paper is about the importance of customer relationship management crm in banking industry.
Feb 23, 2017 customer relationship management in banking sector 1. Abstract the influence of customer relationship management crm on nigeria banking sector market share performance is the focus of this study. And specifically this paper has to work on specific organizations, and mainly selected banks are prime bank ltd. Customer relationship management pdf thesis writing. Introduction the banking industry is experiencing a transformation due to changes in consumer needs, knowledge behavior. This study reported that execution of crm practices like customer relationship upgrading capability, customer orientation strategies, customer value, customer interaction management practices, customer contact programmes and crm technology positively connected with customer satisfaction in the hotel sector. Pdf abstract the influence of customer relationship management crm on nigeria banking sector market share performance is the. Thesis on customer relationship management in banking. Thesis on customer relationship management in banking sector what is already talking about people who combine university studies with work. Customer relationship management has become inevitable for growth and profitability of banks in present scenario marked by rising competition, technological advancement and empowered customers. Commercial banking sector is very important for the economic development of the country. Customer relationship management crm has never been as relevant for organizations as it is nowadays. Chapter 1 introduction electronic customer relationship management in online banking 2 geographic remoteness. Research to the customer relationship management system of.
Pdf the contribution of customer relationship management. Customer relationship management crm has a massive influence in the service sector, to win and hold. Research is needed in such sector to understandcustomers need and attitude so as to build a long relationship. A sample of 398 respondents was selected, out of the total number of 66,895 customer population. Customer relationship management crm came into the power when banking institutions. Banking sector is a customeroriented service where the customer. The study will also be of interest to managers and marketers of financial services as it will provide insight into how an important segment of the customer relationship management. The impact of crm on customer retention in electronic banking. To retain high net worth individuals, banks should focus strongly on relationship management with customers.
A large management relationship thesis customer of understanding across the are really searching forward well crm thesis persuasive essayin and. This study reveals the importance of customer relationship management in all the operations in banking industry to maintain the long term relationship. On the use of customer relationship management crm in the banking industry. Customer satisfaction research of nepal sbi bank ltd.
However the customer s satisfaction from banks plays the great role to the development of the community. A this has resulted in the adoption of various crm initiatives by these banks to enable them achieve their objectives. Customer relationship management in banking sector nils merkel term paper business economics customer relationship management, crm publish your bachelors or masters thesis, dissertation. It is also aimed to help banks in nigeria to enhance customer. Customer relationship management in banking sector nils merkel term paper business economics customer relationship management, crm publish your bachelors or masters thesis, dissertation, term paper or essay. It is also aimed to help banks in nigeria to enhance customer loyalty and satisfaction, which can. Before initiating on impact of internet banking on customer satisfaction and business performance. This study explores how successfully the nigerian banking sector has used social customer relationship management scrm to engage its clients and to determine the willingness of the customers to follow along in this engagement. Customer relationship management in the indian banking sector. Research is needed in such sector to understandcustomers need and attitude so as to build a long relationship with them.
Customer relationship management in the banking sector. The purpose of this study was to investigate the contribution of customer relationship management on customer retention in the zimbabwean banking sector and this was achieved through a. A dissertation on customer relationship management and importance of relationship marketing in the banking sector 1. Pdf customer satisfaction trends in banking industry a. Keeping customer satisfied requires an effective strategy that can assist in maintaining valuable customer relationship and offer customers life time value like customer relationship management crm wang, 2008. Impact of customer relationship management on customer satisfaction. How do relationship marketing and services marketing contribute to students customer experience in online banking. Out of other financial services, banking is oldest and important financial service sector. In order to achieve stated objectives, these research questions will be considered. Banking law is based on a contractual analysis of the relationship between the bank and customer. The study will also provide a useful information about status of customer relationship management in banking sector. Keywords customer, management, banking sector, crm 1. Keywords technology, banking, customer relationship management 1. Customer relationship management crm in the banking sector competition and globalization of banking services are forcing banks to be productive and profitable.
A study on customer relationship management practices in banking sector with special reference to salem district, tamil nadu, india jayakumar a. Customer relationship management crm can help organizations to manage customer interactions more effectively to maintain competitiveness in the present. Crm is aimed at building strong long term relationships that keep customers coming back repeatedly. A dissertation on customer relationship management and importance of relationship marketing in the banking sector this project report is being submitted as a part of therequirements of the mba program of bangalore university. Pdf customer relationship management and banking sector. A case study of zenith bank ghana ltd, kumasi by christoph akonai pg3030409 a thesis submitted to the institute of distance learning, kwame nkrumah university of science and technology in partial fulfilment of the requirements for the degree of. A banking system also referred as a system provided by the bank which offers cash management services for customers, reporting the transactions of their accounts and. Banking is a customer oriented service industry and customer satisfaction has become the most important aspect of any banking business due to immense competition. Banking sector is a customeroriented servicewhere the customer is the key focus. Relationship management crm dimensions on bank sector. Crm is a sound business strategy to identify the bank. The competitive environment in which companies operate is forcing companies to adopt customer centered strategies. Pdf customer relationship management in banking industry. Some people, like me, did not know how to feel about it.
There are no differences in the impact of customer relationship marketing on the customer s satisfaction level due to sample demographic variables gender, age, education level, and income. It examined the influence of customer identification, customer retention and technology on customer relationship management and banks market share performance. Consumers all over the world can easily access their accounts 24 hours a day, seven days a week. The effect of customer relationship management crm concept adoption on customer satisfaction customers perspective the case of coastal municipalities water utility cmwu rafah branch by zaidan a. Customer relationship management in banking sector. A thesis submitted to the institute of distance learning, kwame nkrumah. Customer relationship management in banking sector what more needed. Customer relationship management in indian banking sector. Pdf it is felt that modern banking has become wholly customer driven and. In any service based industry customer service is at highest priority. A dissertation on customer relationship management and. An email questionnaire was designed and sent to 500 hundred customers of arab bank. Completion of this thesis would not have been possible without assistance and.
The banking industry in india has undergone sea change post independence. Customer relationship management in banking sector an empirical study with reference to banks in thiruvannamalai district, tamil nadu article pdf available january 2011 with 9,819 reads. What are the required changes to be incorporated in the customer service support for the retail banking customers in the irish banking sector and their effects on customer relationship management. Customer relationship management model for banks open. A qualitative crosscase analysis between the banks in pakistan and the uk a thesis submitted to the university of. A qualitative crosscase analysis between the banks in pakistan and the uk a thesis submitted to the university of manchester for the degree of doctor of philosophy in the faculty of humanities 2010 shahzeb ali malik manchester business school. On the use of customer relationship management crm in.
The effect of customer relationship management crm concept. Pdf customer relationship management in banking sector. A case study on employees of banks in konya mehmet karahan a, ama. Banking sector is a customer oriented servicewhere the customer is the key focus. Customer relationship management in banking sector banking. Banks offer several facilities to enhance the standard of living of our citizens. A dissertation on customer relationship management and importance of relationship marketing in the banking sector. The case of online services in banking sector student perspective from france and finland. Customer relationship management in banking industry. It aims to help organizations build individual customer relationships in such a way that both the firm and the customer. In the banking industry, a key element of customer satisfaction is the nature of the relationship between the. A case study of zenith bank ghana ltd, kumasi by christoph akonai pg3030409 a thesis. Banking sector stays one of the most dynamic and evolving sectors that the author have always been interested in.
Customer relationship management crm in the banking sector of pakistan. Phd thesis research explorer the university of manchester. The researcher believed that from this research study he can gain more insight into what banking sector is and how this sector is managing its customer relationships. In the recent years, crm is one of the important tool which helped in the growth of many industries, majorly banking sector.
Social customer relationship management scrm in the. Pdf impact of customer relationship management on customer. Customer relationship management in banks the instigation of financial sector reforms has led to swift progress in the banking industry in india. Customer relationship management approach helps one to understand the needs of the customers and to serve them in a professional manner.
Pdf a study on customer relationship management practices. The influence of financial sector transformation aimed to increase the effectiveness and the competitiveness of the monetary structure. Banks play a vital role in the socioeconomic development of our country. Banking sector is a customer oriented service where the customer is the key focus.
This provides many opportunities to banks as well as customers and the. Customer relationship management in banking sector publish. On the use of customer relationship management crm in the. Customer relationship management is a comprehensive process and strategy for. Customer relationship management, relationship marketing, online banking, service marketing, customer satisfaction. Sep 12, 2010 the use of customer relationship management crm in banking has gained importance with the aggressive strategies for customer acquisition and retention being employed by banks in todays competitive milieu. In addition, the technologic devolvement observed in recent years enabled companies to keep databases with customer. Customer relationship management has become inevitable for growth and profitability of banks in present. Customer relationship management crm has a massive influence in the service sector, to win and hold customers. The paper analyses the nature of the banking industry and the role of technology in the cus tomer relationship management process and its implementation. Due to fierce competition in the banking sector, where the competitive struggle to win larger market share and attract the largest possible number of customers is constantly being led, and taking into account poorly differentiated offer of banks, adequate customer relationship management is a fundamental tool for achieving better business results. Research paper commerce a study on customer relationship management practices in banking sector with special reference to salem district.
Jun 01, 2011 a dissertation on customer relationship management and importance of relationship marketing in the banking sector 1. The impact of customer relationship marketing on customer. Customer relationship management crm would also make indian bankers realize that the purpose of their business is to create and keep a customer and to view the entire business process as. Aug 26, 2010 customer relationship management crm in the banking sector competition and globalization of banking services are forcing banks to be productive and profitable.
Impact of customer satisfaction on customer loyalty and. Keywords customer, management, banking sector, crm. Customer satisfaction e banking, service quality and. Thus, previously satisfied buyers may help firms both reduce marketing costs, and develop more stable levels of sales when a large number of satisfied buyers are retained to purchase again in the future. The study will also be of interest to managers and marketers of financial services as it will provide insight into how an important segment of the customer relationship management makes decisions. Customer relationship management crm in the banking sector.
How is customer relationship management involved in the retention of. Unpublished mba thesis, department of marketing, university of port harcourt, nigeria. Customer relationship management crm has turned into a critical tool for the management of banking industry, as consumer loyalty and satisfaction has gotten to be one of the center variables of success. Pdf customer relationship management in banking sector an. Vinayagamoorthy, associate professor, department of commerce, periyar university, salem. Customer relationship management and satisfaction of commercial banks account holders in nairobi city county, kenya by rael nkatha mwirigi d86cty217202010 a thesis. Customer relationship management is good for banking sector to increase in any economic condition and for customers to receive quality services this research check the impact of customer relationship management activities on bank. Impact of customer satisfaction on customer loyalty and intentions to switch.
A bank is generally understood as an institution which provides fundamental banking services such as accepting deposits and providing loans. Customer relationship management and its potential to help them acquire new customers retain existing ones and maximizetheir lifetime value. Electronic banking is an important tool for all banks to survive in the competitive nigerian banking industry. Customer relationship management concept is tendency of banking sector to establish and maintain longterm relationships with customers in order to provide. The paper presents methods of measuring success of customer relationship management concept and problems which banks have. This chapter summarises the important dimensions that directly or.