Customer Relationship Management - Anthony, Patrick;Venkateshwarlu, Haripuram
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The present study aims at studying the relationship between service quality, customer Satisfaction and customer loyalty in the banks, which is the ultimate goal of customer relationship management (CRM). The growth and development of service businesses over the years have resulted in a massive and highly intense competitive battle-field for the service providers. This includes the banking industry. The primary aim of this research is to acquire knowledge on how well service quality is used as an instrument by the banking institutions to stay ahead of competitors based on its customer s…mehr

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Produktbeschreibung
The present study aims at studying the relationship between service quality, customer Satisfaction and customer loyalty in the banks, which is the ultimate goal of customer relationship management (CRM). The growth and development of service businesses over the years have resulted in a massive and highly intense competitive battle-field for the service providers. This includes the banking industry. The primary aim of this research is to acquire knowledge on how well service quality is used as an instrument by the banking institutions to stay ahead of competitors based on its customer s satisfaction. The Indian banking industry is going through turbulent times. The freedom of choice, which, bank customers, did not have earlier because of standardized products and regimented interest rates, has now been given to the customers. The Banks in Ethiopia are evolving to higher levels. Thus a comparative study of CRM practices in the select Banks of Ethiopia and India were conducted in the present study.A modest contribution to the ever growing knowledge in the field of CRM is attempted in this work.
Autorenporträt
Dr. A. Patrick, He has done his M.Com, MBA, Ph. D. He is working as Asst. Professor (Senior Grade ) in the Department of Commerce, Osmania University College of Commerce and Business Management, Osmania University, Hyderabad - 7, Andhra Pradesh. He has more than 15years of teaching and training experience.