Customers’ perception of current CRM practices at SBI: A case study of State Bank of India, Patna District, Bihar
Journal Title: Journal of Management Research and Analysis - Year 2018, Vol 5, Issue 3
Abstract
In the current era of economic revolution such as demonetisation and digitization banks are considered to be playing significant role To sustain in this challenging environment it is crucial that banks maintain good reputation with their customers The survival of service organisations is imaginable only if they follow strong CRM Customer Relationship Management practices CRM consists of number of variables that can be studied to understand customers perception of service quality of these organisations Banks are also such organisations that entirely subsist on their relationship with their customers Therefore it is extremely essential to understand if banks are following worthy CRM practices and whether customers are satiated with these practices or not It has been observed that certain issues are emerging in the market that may impact the reputation of SBI in Patna The key reason for these issues is the intense competition in the market between public and private sector banks Customers are known to be always right and they can effortlessly switch to different banks on account of any negative experience if they come across In addition to this it has been identified that private banks are somehow able to attract customers due to their constant run to improve their services and relationships with the customers to survive in the tough market This factor seems to be lacking in the case of public sector banks such as SBI In the light of this scenario a research has been conducted to find out the satisfaction level of customers of SBI with its services The research provides deep insight into the problems that customers are currently experiencing and suggestions have been provided that may provide solution to the emerging issues in the bankKeywords Customer relationship management Customer satisfaction Service quality
Authors and Affiliations
Jasmine Kaur
Keywords
Related Articles
- EP ID EP514261
- DOI 10.18231/2394-2770.2018.0046
- Views 118
- Downloads 0
Consumer demographics and the attitude towards mutual fund
Indian mutual fund industry is in upward trend as the assets are increasing under management of various fund houses It is found that mutual investment is less risky than investments in stocks which are therefore a safer...
Quality of work life: A study conducted among IT professionals in Taramani, Chennai
The success of an organization is highly dependent on happy and satisfied workforce Todays organizations need to be more flexible so that they get equipped to develop their workforce according to the changing industrial...
A framework for identification of opportunities for agribusiness and agripreneurship in India
Agriculture and agribusiness are the engine of growth in India. The present study initially discusses the suitability of Policy Analysis Matrix (PAM) approach to identify the comparative and competitive advantage of an a...
Service Quality Evaluation of Private Hospitals using SERVQUAL
Background & objectives: Service Quality Evaluation has become a vital aspect of medical care. Hospitals have expanded in terms of availability of specialties, improved technologies, facilities and increased competition...
Stability of the day of the week effect in return and in volatility: evidence from Bombay stock market
Day of the week effect is one of the vital calendar irregularities that have been experiential in many stock markets in all over the world with a lot of unlike consequences. Stock markets are theoretical market, thus, in...