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.

scholarly journals Customer Relationship Management (CRM) in the Public and Private Sector Banks in Bihar: A Comparative Study

2021 ◽  
Vol 10 (4) ◽  
pp. 114-122
Author(s):  
Indrajit Kumar ◽  
Mihir Kumar Shome ◽  
Jainendra Kumar Verma ◽  
Arun Kumar
Keyword(s):  
Public Sector ◽  
Private Sector ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Public And Private ◽  
Customer Contact ◽  
The Public ◽  
Public And Private Sector ◽  
E Mail

Customer relationship management (CRM) plays a crucial role in any organization because success or failure depends on a company’s relationship with its customers. The objective of this study is to see how CRM can play an important role in the public and private sector banks in Bihar, India. The sample for the study consists of 250 bank managers from both public and private sector banks in Bihar. A CRM questionnaire developed by the researchers was used to measure CRM in the banking sector. Data were analyzed using SPSS software. Inferential statistics including t-test and analysis of variance (ANOVA) were used to analyze the data. The t-test results show that both the public and private sector banks differ significantly in the variables of customer contact by phone/e-mail, customer care, and innovation and quality. The ANOVA results showed that the four groups (public sector males, public sector females, private sector males, and private sector females) differed significantly in the eight variables (commitment; citizenship behavior; customer contact by phone/e-mail; planning; improved retention & better targeting of new customers; top management support; innovation and quality; and technological readiness.

scholarly journals Customer Engagement with Social Media Bank Pages with Reference to Facebook

2019 ◽  
Vol 8 (2S11) ◽  
pp. 3089-3095
Keyword(s):  
Social Media ◽  
Public Sector ◽  
Private Sector ◽  
Banking Sector ◽  
Banking System ◽  
Customer Engagement ◽  
Public And Private ◽  
Public Sector Banks ◽  
Social Media Platforms ◽  
Public And Private Sector

Indian banking sector is going through a massive transformation day by day with the advancement of Information and communication Technology and impact of digitization in the banking industry. After the core banking system, banks have moved further to reap the benefits of internet and mobile banking. In order to engage more customers anywhere and anytime without visiting the brick and mortar branches, the banks have now introduced the social media banking. Most of the people are already active in different social media platforms, so banks have grabbed that opportunity to reach people easily and provide services through social media. This paper has made an attempt to analyze the engagement of social media customers in different banks including public and private sector with reference to facebook bank page. The results show that most of the banks have presence on popular social media platforms. With respect to the engagement of customer to all facebook posts during the study period, public sector banks are posting more on their respective facebook page but the customers’ likes as well as dislikes are more for SBI, ICICI and AXIS. In case of shares and comments, SBI and PNB have more and are increasing continuously as these two banks post more on their respective facebook pages. But with respect to customer engagement per facebook post during the study period, customers are engaged more with private sector banks. And it can be said that regarding overall customer engagement people are more engaged with private sector over public sector banks.

Citizen Relationship Management

2011 ◽  
pp. 2567-2579 ◽  
Author(s):  
Alexander Schellong
Keyword(s):  
Public Sector ◽  
Private Sector ◽  
Public Participation ◽  
Customer Relationship Management ◽  
Management Practices ◽  
Relationship Management ◽  
Customer Relationship ◽  
Future Trends ◽  
The Public ◽  
Definition Of

Citizen relationship management (CiRM) refers to a cluster of management practices, channel, and IT solutions that seek to use private sector customer relationship management (CRM) in the public sector. Goals can be improving citizen orientation, better accountability, and changing the citizen government relationship. I begin with an overview of citizen orientation in government and the emergence of CiRM. The following section starts with a look at the underlying principles, goals, and components of customer relationship management. Accordingly, there is an in depth discussion and definition of citizen relationship management. Aspects such as the citizen government relationship, technology, public participation, and organizational changes are addressed. Finally, future trends and conclusions are drawn.

Citizen Relationship Management

2011 ◽  
pp. 174-182 ◽  
Author(s):  
A. Schellong
Keyword(s):  
Public Sector ◽  
Private Sector ◽  
Public Participation ◽  
Customer Relationship Management ◽  
Management Practices ◽  
Relationship Management ◽  
Customer Relationship ◽  
Future Trends ◽  
The Public ◽  
Definition Of

Citizen relationship management (CiRM) refers to a cluster of management practices, channel, and IT solutions that seek to use private sector customer relationship management (CRM) in the public sector. Goals can be improving citizen orientation, better accountability, and changing the citizen government relationship. I begin with an overview of citizen orientation in government and the emergence of CiRM. The following section starts with a look at the underlying principles, goals, and components of customer relationship management. Accordingly, there is an in depth discussion and definition of citizen relationship management. Aspects such as the citizen government relationship, technology, public participation, and organizational changes are addressed. Finally, future trends and conclusions are drawn.

Service Quality in Public and Private Sector Banks of India

2016 ◽  
Vol 4 (1) ◽  
Author(s):  
Shruti Agrawal ◽  
Mansh Mittal ◽  
Ratish Gupta
Keyword(s):  
Public Sector ◽  
Service Quality ◽  
Private Sector ◽  
Financial Services ◽  
Banking Sector ◽  
Public And Private ◽  
Public Sector Banks ◽  
Significant Difference ◽  
Private And Public ◽  
Public And Private Sector

Banking sector and its performance play an important role in an economy. The current scenario of Indian banking sector is very dynamic and competitive. To maintain market share it is necessary for banking institutions to acquire large customer base. Customers today are very much aware about various financial services and institutions, moreover they are spoilt for choice. Therefore they can only be retained by providing quality services. The present study focuses on the service quality and customer satisfaction among private and public sector banks in India. It also attempts to compare service quality gaps between customer expectation and satisfaction regarding banking service. The outcome of the study shows that service gap is lower in private sector banks than public sector banks. Reliability and assurance are the dimensions where no significant difference has been observed between public and private sector banks.

scholarly journals CEOs and Quiet Life Hypothesis – A Comparative Study on SBI and other Public Sector Banks in India

2020 ◽  
Vol 11 (2) ◽  
pp. 1
Author(s):  
Pushkala Narasimhan ◽  
K. A. Venkatesh ◽  
J. Mahamayi
Keyword(s):  
Public Sector ◽  
Private Sector ◽  
Comparative Study ◽  
Market Share ◽  
Banking Sector ◽  
Public And Private ◽  
The Road ◽  
Public Sector Banks ◽  
Road Map ◽  
Public And Private Sector

<p>Quiet Life Hypothesis is a concept which ensures the players in an industry achieving and attaining the highest market share. But Quiet life is also possible with the very strong strategic and efficient leadership at CEO level of any organisation. Their tenure makes the organisation to emerge as industry’s behemoth like SBI. The QLH is tested in the Banking sector especially State Bank of India. Nevertheless, to say Ms. Arundhati Bhattacharya took over as CEO of SBI in Oct, 2013 and with her extended tenure till Oct 2017, she made SBI as the most efficient bank among all public sector banks in handling demonetisation, GST and implementing the road map of merger of all associate banks of SBI and Bharatiya Mahila Bank. The legacy of Ms. Arundhati left SBI in an extremely strategically stronger position than before she became CEO. This paper reveals that the exit of hers made SBI reap the benefits of Quiet Life in comparisons with other public and private sector banks in India.</p>

scholarly journals CUSTOMER RELATIONSHIP MANAGEMENT PRACTICES OF INDIAN PUBLIC AND PRIVATE SECTOR BANKS: AN EXPLORATORY STUDY

2021 ◽  
pp. 1-12
Keyword(s):  
Private Sector ◽  
Management Practices ◽  
Banking Sector ◽  
Sampling Technique ◽  
Customer Relationship ◽  
Attrition Rate ◽  
Public And Private ◽  
Multi Stage ◽  
Public And Private Sector ◽  
The Impact

The contemporary study focused on the impact of CRM parameters to identify the influencing factors towards customer satisfaction and customer loyalty. A sample of 1200 respondents chosen from public sector (SBI and of Andhra bank) and private sector banks (ICICI and HDFC) using multi-stage random sampling technique through a structured questionnaire. The study employed various statistical tools such as Percentage Analysis for demographical information, bank variables, and the CRM parameters. Mean Ranks for ranking the items and Reliability Analysis applied for obtaining reliable variables in constructing the CRM parameters. Exploratory Factor Analysis (EFA) was performed to identify highly influenced factors of CRM practices to improve level of satisfaction and loyalty in public and private banks. The explored results enlighten directions to the banking sector to provide some operational implications such as proactive involvement from personnel, and customized outreach in engaging customers to reduce the negative word-of-mouth (WOM) and increase the productivity of banks positively. These significant CRM strategies will reduce the attrition rate and improves customer retention in future.

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