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

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.

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

Studies of Applied Economics ◽

10.25115/eea.v40is1.5479 ◽

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 ◽

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.

Liquidity and Off-Balance Sheet Items: A Comparative Study of Public and Private Sector Banks in India

SDMIMD Journal of Management ◽

10.18311/sdmimd/2017/15721 ◽

2017 ◽

Vol 8 (1) ◽

pp. 47 ◽

Cited By ~ 4

Author(s):

N. Pushkala ◽

J. Mahamayi ◽

K. A. Venkatesh

Keyword(s):

Private Sector ◽

Banking Sector ◽

Balance Sheet ◽

Vital Role ◽

Public And Private ◽

Banking Business ◽

The Impact ◽

Reserve Ratio ◽

Of Greece

Liquidity is the life-line of every business. Banking business’ liquidity was the bone of contention during the economic crisis of Greece and the downfall of Finance Behemoth like Lehman Brothers. Banking Sector-Illiquidity was the epicentre of such crisis. Globally, the Off-Balance Sheet Exposure played a vital role in managing liquidity and solvency issues of commercial banks. This research paper explores the concepts, aspects, analysis of liquidity and the impact of Off-Balance Sheet Items on Liquidity and Solvency. Furthermore, this paper focuses on the liquidity aspects of Public and Private Sector banks towards scrutinizing whether the ownership has any influence on the liquidity and solvency aspects of the banking structure, under the backdrop of Off-Balance Sheet Exposure. Besides, it looks into the unpredictability of RBI’s policies on liquidity like Cash Reserve Ratio, Statutory Liquidity Ratio etc.

The Impact of Privatization of IDBI Bank in Indian Economy

International Journal of Research in Engineering, Science and Management ◽

10.47607/ijresm.2020.407 ◽

2020 ◽

Vol 3 (12) ◽

pp. 59-63

Author(s):

Vishal Kumar ◽

Soumak Ganguly ◽

Payal Ghosh ◽

Manisha Pal

Keyword(s):

Private Sector ◽

Banking Sector ◽

Financial Statement ◽

Government Control ◽

Public And Private ◽

The Public ◽

The Government ◽

The Impact ◽

Share Value

Privatization refers to the public shares and Assets which are sold to the private sector in the economy. It decreases the power of government control and creates the other policies method. Privatization leads to cutting short the capital and revenue expenditure, which leads to an increase in share value in the market. During the pre-privatization period, the government used to pay less amounts of dividends to its shareholders due to its complex cost structure. Privatization leads to cutting short the capital and revenue expenditure, which leads to an increase in share value in the market. It also gave information about Public and Private sector banks. Our objective is to compare the pre and post-privatization performance like other banks of developing countries shows that privatization resulted in significant gains in profitability and efficiency. To evaluate the impact of privatization in the Indian banking sector and the relationship between privatization and Indian Economic growth by using a case study of IDBI bank condition of Indian private sector banks is analyzed using the financial statement of IDBI Bank with the help of different research methodologies.

Customer Engagement with Social Media Bank Pages with Reference to Facebook

International Journal of Recent Technology and Engineering - 2 ◽

10.35940/ijrte.b1402.0982s1119 ◽

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 ◽

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.

VEHICLE FLEET MANAGEMENT PRACTICES: A SYSTEMATIC REVIEW

International Journal of Advanced Research ◽

10.21474/ijar01/13679 ◽

2021 ◽

Vol 9 (10) ◽

pp. 1287-1291

Author(s):

John Promise Chiparo ◽

◽

Marian Tukuta ◽

Michael Musanzikwa ◽

◽

...

Keyword(s):

Systematic Review ◽

Private Sector ◽

Management Practices ◽

Sufficient Evidence ◽

Fleet Management ◽

Future Research ◽

Public And Private ◽

The Public ◽

Vehicle Fleet ◽

The purpose of this paper reviews the influence of Vehicle Fleet Management Practices, (VFMP). A systematic review of papers was performed analysing 56 articles from year 2014 to 2021. Vehicle Fleet Management Practices research has garnered interest from both academics and industrialists in both the public and private sector. This is demonstrated by the increasing number of academic papers published in recent years. The article discusses interesting findings, suggests and lays down a number of directions for future research. In addition, limitations of this work are presented. The conclusion of this study provides sufficient evidence on the need for further research addressing the interaction between vehicle fleet management practices and service delivery in public entities.

Changing Planes in Managing Human Resources in High Performing Indian Banking Organizations: Attract, Retain, and Motivate

10.51240/jibe.2017.2.3 ◽

2017 ◽

Vol 18 (2) ◽

pp. 60-83

Author(s):

Prachi Bhatt

Keyword(s):

Private Sector ◽

Banking Sector ◽

Managerial Decision ◽

Public And Private ◽

High Performing ◽

Hr Practices ◽

Banking Organization ◽

The Right ◽

Hr Function

Sensitive to change, human resource (HR) function plays a crucial role in dealing with globally competitive marketplace. Banking sector in a developing country like India is no different. There is an urgent need to revolutionize HR practices in Indian banking. This paper, as part of a larger research, studies high performing banking organizations in India and proposes a changing pattern of HR for the Indian banking organizations through the attract, retain, and motivate (ARM) framework. Further, the paper examines through exploratory factor analysis (EFA) whether and to what extent the changing pattern in HR practices in case of public and private sector banks supports the proposed conceptual framework. Thus, the paper presents empirical evidences (412 employee respondents) for the changing pattern of HR practices. The paper exhibits differences in the extent to which HR practices are changing in the public and private sector banks. Decisions to improve the HR priorities and practices can lay foundations for high- performing organizations. The paper examines an important issue for managerial decision-making in identifying the right blend of ARM to become high performing banking organization

Performance of public- and private-sector banks in India and the impact of privatisation

Privatisation in India ◽

10.4324/9780203398081-16 ◽

2013 ◽

pp. 137-171

Keyword(s):

Private Sector ◽

Public And Private ◽

Brazil banks will stay cautious amid fragile recovery

Emerald Expert Briefings ◽

10.1108/oxan-db219806 ◽

2017 ◽

Keyword(s):

Private Sector ◽

Banking Sector ◽

Retail Banking ◽

Foreign Bank ◽

Foreign Banks ◽

Risk Averse ◽

Public And Private ◽

Content Type ◽

Private Banks ◽

Subject Outlook for the banking sector. Significance The two-year recession has made Brazil’s public- and private-sector banks increasingly risk-averse in their lending to households and companies. This is likely to persist in 2017, owing to a very uncertain and fragile economic recovery, high unemployment and elevated levels of private-sector debt. Impacts Less-aggressive lending by national state banks will help public finances and give private banks a chance to increase market share. Spanish Santander will be the only foreign bank capable of competing in Brazil’s retail banking segment in the coming years. Other foreign banks lacking the necessary scale for profitable retail banking will focus on other niches.

A Comparative Study of Public and Private Sector Organizations about the Impact of Training and Management Development Programmes on Organizational Productivity

COMMERCE TODAY ◽

10.29320/jnpgct.13.1.13 ◽

2019 ◽

Vol 13 (01) ◽

Author(s):

Saman Khan ◽

Bhavika Bharti

Keyword(s):

Private Sector ◽

Service Sector ◽

Emerging Market ◽

Management Development ◽

Organizational Productivity ◽

Public And Private ◽

Emerging Market Countries ◽

Private Sector Organizations ◽

India has become one of the fastest growing economies in the world over the last two decades, undoubtedly aided in this performance by economic reforms. The striking aspect of India’s recent growth has been the dynamism of the service sector, while, in contrast, manufacturing has been much less robust, contrary to the experience in other emerging market countries, where manufacturing has grown much faster than GDP. Present study is focused on a comparative evaluation of two steel giants in India i.e. SAIL and TATA steel. The study reveals that training and MDP have positive correlation with employee development, employee satisfaction and organizational productivity whereas it has been found that private sector managers (TATA Steel) have more positive opinion for training and MDP in comparison with public sector enterprise (SAIL)

The impact of supervisor-nurse relationships, patient role clarity, and autonomy upon job satisfaction: Public and private sector nurses

Journal of Management & Organization ◽

10.5172/jmo.2012.18.5.659 ◽

2012 ◽

Vol 18 (5) ◽

pp. 659-672 ◽

Cited By ~ 2

Author(s):

Kate Shacklock ◽

Yvonne Brunetto ◽

Rod Farr-Wharton

Keyword(s):

Job Satisfaction ◽

Public Sector ◽

Private Sector ◽

Business Models ◽

Healthcare Sector ◽

Role Clarity ◽

Public And Private ◽

Patient Role ◽

AbstractIn the Australian healthcare sector, many changes in the public sector have affected nurse management and thereby, nurses. Yet it is unclear whether such efficiency measures, based on private sector business models, have impacted private sector nurses in similar ways. This paper examines four important issues for nurses: supervisor–subordinate relationships; perceptions of autonomy; role clarity in relation to patients; and job satisfaction. The paper uses an embedded mixed methods research design to examine the four issues and then compares similarities and differences between public and private sector nurses. The findings suggest supervisor–subordinate relationships, patient role clarity and autonomy significantly predict job satisfaction. The private sector nurses reported more satisfaction than public sector nurses with their supervisor–subordinate relationships, plus higher perceptions of patient role clarity and autonomy, and hence, higher levels of job satisfaction. The findings raise questions about whether present management practices (especially public sector) optimise service delivery productivity.