Online ISSN: 2515-8260

Keywords : Banking sector


Dr. D. Niranjani; Dr Preeti Mishra; Dr. Shivangee Tiwari; Vinay Kumar Yadav; Dr.S. Sekar; Geetha Manoharan

European Journal of Molecular & Clinical Medicine, 2022, Volume 9, Issue 8, Pages 1489-1500

The process of gaining new customers, keeping existing ones, and growing existing ones is referred to as customer relationship management (CRM). A paradigm change has occurred in marketing, away from an emphasis on acquisition and transactions and toward an emphasis on relationships. This movement is represented by either customer relationship management or retention marketing. The two most important aims of customer relationship management (CRM) are to (1) build long-term and lucrative connections with selected customers and (2) become closer to these customers at every point of interaction with them. An attempt has been made by the author of this paper to present the meaning of customer relationship management (CRM), as well as information regarding how Indian banks have transitioned from a focus on transactions to a focus on relationships, factors that created a strong need on the part of Indian banks to adopt CRM, the IDIC framework in banking, and relationship marketing strategies that assist a banking firm in bonding with its customers. The study has been carried out with the following objectives to study the CRM practices followed in the banks and to measure the satisfaction of the employees towards the RM practices followed in their banks. This is an attempt to know the CRM practices followed in the private sector banks. 200 sample respondents are selected from the private sector banks working in managerial cadre in Kottayam district. The respondents are selected using simple random technique. The data have been collected from the respondents through Google forms. It is concluded from the result that the less experienced employees are highly satisfied towards the CRM practices in their banks 


Dr Mohana Krishna Irrinki

European Journal of Molecular & Clinical Medicine, 2020, Volume 7, Issue 4, Pages 1085-1095

It is evident that the banking sector plays a vital role in the economic development of any country across the globe. Indian Banking sector was crucial for the Indian economy over the years which had a stable and improved performance. Any service sector, especially the banking sector has to retain the confidence of the customers and at the same time the level of satisfaction should be high which has numerous dimensions differing among the customers along with the place of operation. Banking sector is one of the customer driven sectors where the customer service is distinguished and influenced by incessant technological updation, swiftly changing market conditions, rigorous competition, rapidly changing demands of the customers along with the economic uncertainties pose challenges to the financial institutions in providing services to the customers. Customer satisfaction is important for the growth of the banks which will also impact the economic progress of the country. The present study aims at identifying the level of satisfaction of the customers on various services rendered by the bank such as the Basic Banking Services, Deposit Facilities, Credit Facilities, E-Services and Other Facilities. The study has 302 respondents which is five percent of the total households from five villages of Thallarevu mandal of East Godavari district in the state of Andhra Pradesh. In the study, it is observed that significant relationship exists between the satisfaction levels on the various services and products offered by the bank and the villages where they are residing.

Influence Of Service Quality Dimensions On Customers’ Behavior And Accessibility In The Public Sector Banking

S. Baranidharan; V. Vasanth; K. Sankar Ganesh; V. C. Priyangha; S. Brindhadevi

European Journal of Molecular & Clinical Medicine, 2020, Volume 7, Issue 3, Pages 4567-4582

The Present study analyzes the quality of service and customer satisfaction and this both are crucial factors for success in the public banking sector in Pondicherry. There are factors together with the quality that effect customer expectations about the service. These two factors are selected such as (i) Reliability (ii) Tangibility. The study is based descriptive and 600 respondents are taken from Indian Bank, SBI and IOB of four blocks of Pondicherry Territory. The large portion of the customers concur the banks actual office and great climate condition, substantial quality of consumer loyalty. The result confirmed that the majority of the customers concur trust value and civilities, yet the bank gives and its administration at the time it guarantee to do so it very well may be seen that the respondents are not completely concurring about the speedy and productive customers care. The investigation portrayed that the sectioned the responsiveness customers' fulfillment levels of chose in banks, similar to State bank of India, Indian abroad bank and Indian bank. During the investigation time frame, dependability and substance is high in Indian Oversea Banks and its administrations are quality successful than other two banks Thus, the main purpose of the banking institution has attracted and retains them for long time by rendering timely and quality service which would give success for the banks.