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
THE ROLE OF CRM PRACTICES IN INFLUENCING THE CUSTOMERS PREFERENCE FOR A COMMERCIAL BANK - EMPIRICAL STUDY ON BANK CUSTOMERS IN CHITTOOR DISTRICT
Authors Name:
G. Chandra Sekhar
, Dr. M. Suresh Babu
Unique Id:
IJSDR2003036
Published In:
Volume 5 Issue 3, March-2020
Abstract:
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.
Keywords:
CRM PRACTICES, SBI, ICICI
Cite Article:
"THE ROLE OF CRM PRACTICES IN INFLUENCING THE CUSTOMERS PREFERENCE FOR A COMMERCIAL BANK - EMPIRICAL STUDY ON BANK CUSTOMERS IN CHITTOOR DISTRICT", International Journal of Science & Engineering Development Research (www.ijsdr.org), ISSN:2455-2631, Vol.5, Issue 3, page no.193 - 199, March-2020, Available :http://www.ijsdr.org/papers/IJSDR2003036.pdf
Downloads:
000336256
Publication Details:
Published Paper ID: IJSDR2003036
Registration ID:191463
Published In: Volume 5 Issue 3, March-2020
DOI (Digital Object Identifier):
Page No: 193 - 199
Publisher: IJSDR | www.ijsdr.org
ISSN Number: 2455-2631
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