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Effect of Customer Relationship Management in Public and Private Banks

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Effect of Customer Relationship Management in Public and Private Banks


R. Anuradha | Dr. L. Sumathi | Dr. V. Vetrivel



R. Anuradha | Dr. L. Sumathi | Dr. V. Vetrivel "Effect of Customer Relationship Management in Public and Private Banks" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-3 | Issue-5, August 2019, pp.764-766, URL: https://www.ijtsrd.com/papers/ijtsrd26464.pdf

In the present banking scenario, relationship management is an indispensable competitive strategy to retain the customer base. Banks is trying to win trust, customer satisfaction and loyalty by providing better services. The main functions of the banking system are to mobilize resources from the public and channel them into growth-oriented activities. This paper investigated the most important factors in customer relationship management and the degree of variance between public and private banks on relationship management. 225 samples were used to analyze the study, where descriptive and t-test were applied to know the variance between the variables. Namely, Customer Welfare, Communication, Commitment, Employee work behaviour, Customer grievance & care, customer bonding, Trust, customer satisfaction, and loyalty. It is identified that customer welfare services is significantly varied based on types of bank. The other dimensions communication, relationship commitment, employee work behaviour, customer grievance& care and customer bonding are not significantly.

Relationship management, Trust, Customer Satisfaction, Loyalty, Public Bank, Private Bank


IJTSRD26464
Volume-3 | Issue-5, August 2019
764-766
IJTSRD | www.ijtsrd.com | E-ISSN 2456-6470
Copyright © 2019 by author(s) and International Journal of Trend in Scientific Research and Development Journal. This is an Open Access article distributed under the terms of the Creative Commons Attribution License (CC BY 4.0) (http://creativecommons.org/licenses/by/4.0)

International Journal of Trend in Scientific Research and Development - IJTSRD having online ISSN 2456-6470. IJTSRD is a leading Open Access, Peer-Reviewed International Journal which provides rapid publication of your research articles and aims to promote the theory and practice along with knowledge sharing between researchers, developers, engineers, students, and practitioners working in and around the world in many areas like Sciences, Technology, Innovation, Engineering, Agriculture, Management and many more and it is recommended by all Universities, review articles and short communications in all subjects. IJTSRD running an International Journal who are proving quality publication of peer reviewed and refereed international journals from diverse fields that emphasizes new research, development and their applications. IJTSRD provides an online access to exchange your research work, technical notes & surveying results among professionals throughout the world in e-journals. IJTSRD is a fastest growing and dynamic professional organization. The aim of this organization is to provide access not only to world class research resources, but through its professionals aim to bring in a significant transformation in the real of open access journals and online publishing.

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