Knowledge Management: A Study Among Housing Finance Providers In Kerala
Journal Title: International Journal of Business and Management Invention - Year 2018, Vol 7, Issue 6
Abstract
Customer information is an organisational asset that should be managed properly. It is a critical factor required for building customer loyalty. The reason is that it is not possible to build strong relationships without knowing the needs and expectations of customers. Information should be valued the same way as that of raw materials that go into making products. This paper is based on a study conducted about knowledge management practices among Commercial Banks and Housing Finance Companies, providing Housing Finance in Kerala. Data were collected from employees of select Commercial Banks and Housing Finance Companies in Kerala. The Knowledge management practices of these Housing Finance Institutions were studied by considering factors like Customer preferences, expectations, Customer information management and Dissemination of Customer information. A structured questionnaire was administered among 180 employees of the selected Commercial Banks and Housing Finance Institutions from six districts of Kerala state. A five point scale was used in the questionnaire. The findings of the study revealed that Customer preferences & expectations, Customer information management are relatively better in the case of Housing Finance Companies and Dissemination of Customer information is better in the case of Commercial Banks.
Authors and Affiliations
Dr. Krishnakumary . M. R, Dr. Santhosh. P . Thampi
Keywords
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