scholarly journals Customer Relationship Management Practices and Customer Loyalty in Commercial Banks: An Empirical Study

2018 ◽  
Vol 4 (02) ◽  
Author(s):  
Linie Darli ◽  
R. Vasanthagopal
Keyword(s):  
Best Practices ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Commercial Banks ◽  
Management Practices ◽  
Banking Sector ◽  
Relationship Management ◽  
Retail Banking ◽  
Customer Relationship

Differentiating products through best practices, providing timely services to encourage word of mouth publicity, and increasing quality of services through best practices have become benchmarks in retail banking sector in India. A number of research studies have been performed that have highlighted the importance of Customer Relationship Management (CRM) in banking industry and its contribution to customer satisfaction and retention. This empirical paper closely examines the association between CRM best practices and customer loyalty in commercial banks in Kerala. The assessment done based on the opinion of customers exposed that there is a good association between CRM practices and customer loyalty in commercial banks in Kerala.

Customer relationship management

2016 ◽  
Vol 34 (3) ◽  
pp. 388-410 ◽  
Author(s):  
Suhail Ahmad Bhat ◽  
Mushtaq Ahmad Darzi
Keyword(s):  
Factor Analysis ◽  
Competitive Advantage ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Retail Banking ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Customer Knowledge ◽  
Content Type

Purpose – The purpose of this paper is to develop a comprehensive integrated model which helps in explaining the impact of Customer Relationship Management (CRM) dimensions (complaint resolution, customer knowledge, customer empowerment and customer orientation) on customer loyalty and competitive advantage of a bank. The study also explores the mediating role of customer loyalty in the relationship between CRM and competitive advantage in retail banking. Design/methodology/approach – The research is based on a theoretical model which consists of four CRM dimensions and two exogenous variables. These have been used for establishing the hypotheses to analyze relationships between the variables constituting the CRM model. The data have been collected from 278 customers of a private bank. The data were analyzed using structural equation modeling (SEM). The scale was developed and purified through factor analysis (exploratory and confirmatory factor analysis). SEM was then used to examine the causal relationships and “model fit” of the proposed model. Findings – The results provide evidence that the four CRM dimensions have a positive effect on customer loyalty and competitive advantage of the bank. Among the CRM dimensions, customer knowledge is most influential of all the dimensions. Furthermore, customer loyalty acts as the mediator in the CRM model between CRM and competitive advantage. Research limitations/implications – Since, the study involved a single bank and therefore the results should be generalized cautiously. Only four CRM variables were included in the study; additional variables can be introduced in further studies involving different contexts. Practical implications – The study highlights and supports the need for mangers to devote additional resources toward developing a better CRM system. Therefore, mangers need to think beyond the technological aspects and should focus on these four dimensions, especially customer knowledge, to enhance the loyalty and competitiveness. Originality/value – The paper investigated hitherto unexplored relationships between customer-centric CRM dimensions instrumental in providing competitive advantage to a bank through mediational analysis. Thus, it contributes to the information on the implementation of CRM practices valuable for banking sector.

scholarly journals THE INFLUENCE OF CUSTOMER RELATIONSHIP MANAGEMENT, CUSTOMER SATISFACTION QUALITY OF SERVICE AND CUSTOMER LOYALTY (Empirical Study On Corporate Travel Organizers Umrah and Hajj PT. Travel Albadriyah)

2019 ◽  
Vol 1 (2) ◽  
pp. 114-125
Author(s):  
Subaebasni ◽  
Henny Rinawati ◽  
Anoesyirwan Moeins
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Customer Relationship ◽  
Survey Method ◽  
Management Service ◽  
Corporate Travel

Every company should be able to understand the behavior of consumers in the target market because the survival of the company as an organization that seeks to meet the needs and desires of consumers rely heavily on the behavior of consumers. Through an understanding of consumer behavior, the management company can develop appropriate strategies and programs to take advantage of existing opportunities and outperform their competitors. Therefore, the quality of good service and build relationships with customers able to accomplish the goals of the company. It certainly needs to be an active part of all employees and those involved in the provision of services. (MORA, 2017). Based on the analysis and discussion that has been described on the effect of customer relationship management, service quality, and customer satisfaction to customer loyalty in Corporate Travel Organizers Umrah and Hajj PT. Travel Albadriyah, it can be concluded that customer relationship management, service quality, and customer satisfaction proved to influence jointly on customer loyalty Corporate Travel Organizers Umrah and Hajj PT. Travel Albadriyah. As this study is descriptive and verification, using the survey method.

scholarly journals Customer Relationship Management (CRM)Practices of Public and Private Sector Banks

2022 ◽  
Vol 40 (S1) ◽  
Author(s):  
LALITHA P S ◽  
KIRAN KUMAR PAIDIPATI ◽  
B. AMARNATH
Keyword(s):  
Public Sector ◽  
Private Sector ◽  
Customer Relationship Management ◽  
Management Practices ◽  
Banking Sector ◽  
Relationship Management ◽  
Customer Relationship ◽  
Public And Private ◽  
Public Sector Banks ◽  
Public And Private Sector

The banking sector plays a crucial role in the economic development of a country. For the success of any bank customers’ play a prominent role in its growth. Implementing good customer relationship management practices improves the profits of banks. Retaining the customer and convert the customer to be a loyal one is most protruding. For the bank, retentions attain a greater benefit compare with acquiring new customers. Sustain the old customer is much more pivotal than attracting the new one. For this, effective customer relationship management practices help in the returns of the bank. Customer service and satisfaction differentiate the virtuous banking sector. The present study focuses on comparing the customer relationship management practices of public and private sector banks. A survey is done with 1200 customers using the convenience sampling method. 600 respondents from SBI & Andhra bank of public sector banks and the remaining 600 are from HDFC and ICICI banks of the private sector were chosen for the survey. An Empirical study with descriptive statistics, mean and frequency distribution, chi-square, mean ranks, reliability analysis is used to evaluate data. From the findings, it is observed that customers opted for public sector banks for the trust factor, and for effective products and services customers are satisfy more with private sector banks than compared with public sector banks.

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