Customer Relationship Management In Banking Sector  Case Study Of Conventional Banks

The importance of Customer Relationship Management (CRM) to help businesses acquire new customers, retain existing ones and maximize their lifetime value. This paper discusses the role of Customer Relationship Management in 4 bank units and the need for Customer Relationship Management to increase customer value by using several analytical methods in CRM applications. This paper attempts to identify the technological revolution witnessed by commercial banks and to what extent it has benefited banks to build better customer relationship management (CRM) services between public sector banks and private sector banks. The purpose of this study is 1) to analyze customer opinions about bank CRM in relation to service quality management. 2) To find out the customer's opinion about the bank's CRM on customer relationship management. This study uses primary and secondary data. Primary data will be collected by distributing structured questionnaires to conventional banks (Private and Government). Secondary data will be collected from records published by the financial services authority (OJS), standard textbooks and published research papers, and through web information. The primary data required will be collected from 6 banks in Bengkulu. In addition to collecting information from banks, it also collects information from the general public who have bank accounts.

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Sistem Informasi Dengan Pendekatan Customer Relationship Management (CRM) Menggunakan Metode Service Quality

Jurnal ICT : Information Communication & Technology ◽

10.36054/jict-ikmi.v19i1.139 ◽

2020 ◽

Vol 19 (1) ◽

pp. 34-40

Author(s):

Diah Tri Wahyuni ◽

Tacbir Hendro Pudjiantoro ◽

Asep Id Hadiana

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Relationship Management ◽

Relationship Management ◽

Secondary Data ◽

Customer Relationship ◽

Primary Data ◽

Customer Perceptions ◽

The Right ◽

The Cost

Anna Salon Spa is a beauty care business or service that provides various kinds of treatments. Primary data were obtained from interviews with Anna salon spa employees, while secondary data used library sources and research results and data collection techniques used interview, observation and documentation techniques. In this study, problems were found such as the difficulty in determining customer loyalty, the difficulty in calculating the cost optimally, the difficulty in conducting transaction recapitulation because there may be data missing or not being calculated correctly because Anna Salon Spa is still recording the data in the ledger. In addition, another problem that arises is the delivery of promotions that take more time because they have to send the same message one by one to customers or via Instagram and Facebook. The method uses the calculation of the actual value of service quality by comparing the value of customer perceptions with the value of customer expectations and expressed in percent, this method aims to determine the extent of service performance and measure customer satisfaction. To solve this problem is to build an information system with a web-based customer relationship management (CRM) approach that provides input to the applications used by Anna Salons Spas so as to provide comfort and satisfaction for customers and can help provide better, timely information systems. , and is accurate and recommends the right service so that it benefits the company. The use of service quality methods in this study is to know the value and measure customer satisfaction through the questionnaire given to customers.

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PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT TERHADAP LOYALITAS NASABAH TABUNGAN PADA BANK NAGARI CABANG AUR KUNING KOTA BUKITTINGGI

Jurnal Ecogen ◽

10.24036/jmpe.v1i1.4726 ◽

2018 ◽

Vol 1 (4) ◽

pp. 97

Author(s):

Winda Octaviani ◽

Yulhendri Yulhendri ◽

Rose Rahmidani

Keyword(s):

Regression Analysis ◽

Customer Relationship Management ◽

Customer Loyalty ◽

Sampling Method ◽

Relationship Management ◽

Secondary Data ◽

Sampling Technique ◽

Customer Relationship ◽

Primary Data ◽

Analysis Technique

This study aims to know and prove how much influence Customer Relationship Management (CRM) on customer loyalty at Bank Nagari Branch Aur Kuning in Bukittinggi City.This type of research is causative. The population in this study were customers of Bank Nagari Branch Aur Kuning. The samples were taken using Slovin formula with 100 respondents. This sampling technique is based on accidental sampling method. The type of data used in this study is primary data and secondary data. Data analysis technique used multiple regression analysis technique using SPSS version 15.00. The results of this study indicate that: 1) Trust has a positive significant effect on customer loyalty, 2) Commitment has a negative and not significant impact on customer loyalty, 3) Communication has a positive significant effect on customer loyalty. Keywords: Trust, Commitment, Communication and Loyalty

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Pengaruh Customer Relationship Management (CRM), Customer Value serta Kepercayaan terhadap Loyalitas Kepuasan Nasabah

Journal of Economic Bussines and Accounting (COSTING) ◽

10.31539/costing.v2i2.558 ◽

2019 ◽

Vol 2 (2) ◽

pp. 281-291

Author(s):

Imam Fatoni ◽

Nyoman Sockarini

Keyword(s):

Customer Satisfaction ◽

Customer Relationship Management ◽

Customer Loyalty ◽

Customer Value ◽

Relationship Management ◽

Customer Relationship ◽

Primary Data ◽

Data Processing Method ◽

Customer Purchases ◽

Determining Factor

Customer satisfaction can be a determining factor in increasing customer purchases of a product and service. This study aims to determine the effect of variable customer relationship management, customer value, trust and customer satisfaction on customer loyalty PT.Adira Finance Jember. The data used in this study is primary data. Data processing method uses path analysis method with the help of SPSS 24 analysis tools.. The results showed that the variable customer relationship management, customer value, trust and customer satisfaction influence the customer loyalty of PT.Adira Finance Jember either directly or indirectly Keywords: CRM, Customer Value, Trust, Customer Satisfaction, Customer Loyalty

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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 ◽

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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Effects of Web-based Customer relationship management on Customer Satisfaction

E-Business Models, Services and Communications ◽

10.4018/978-1-59904-831-4.ch014 ◽

2011 ◽

pp. 305-323

Author(s):

Wen-Jang Jih ◽

Su-Fang Lee ◽

Yuan-Cheng Tsai

Keyword(s):

Customer Relationship Management ◽

User Satisfaction ◽

Customer Value ◽

Customer Orientation ◽

Focal Point ◽

Relationship Management ◽

Customer Relationship ◽

Primary Data ◽

Web Based ◽

Customer Information

This study addresses the effect of e-customer relationship management (e-CRM) practices on online customers’ satisfaction with their experience in interacting with the company websites. Recognizing the importance of maintaining a healthy relationship with customers, companies are actively seeking ways to enhance the customer value of their offerings through relationship marketing. Since effective managing of customer relationship essentially involves managing customer information flow, Internet technologies have become an important element of a firm’s e-CRM program. The company website is functioning as the focal point of contact for interacting with existing and prospective customers. An important concern is how the company website affects customers’ overall perception of the website. Using the concepts of Internet-mediated market orientation in marketing and user satisfaction in information systems, this study analyzes causal as well as correlation relationships between e-CRM practices and online customer website satisfaction. Based on the primary data collected in Taiwan, the study found that e-CRM practices positively impact online customers’ website satisfaction through their perception of the website’s customer orientation.

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Customer Relationship Management in Banking Sector

International Journal of Scientific Research ◽

10.15373/22778179/dec2013/25 ◽

2012 ◽

Vol 2 (12) ◽

pp. 80-82

Author(s):

P.B REDDY P.B REDDY ◽

◽

SHALINI. CHENNAMARAJU SHALINI. CHENNAMARAJU ◽

Dr MORUSU SIVA SANKAR

Keyword(s):

Customer Relationship Management ◽

Banking Sector ◽

Relationship Management ◽

Customer Relationship

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Influence of Customer Relationship Management, Brand Equity, Perceived Product Quality, Perceived Price on Customer Value and Purchase Intention (Studies Philips Light Bulb in Batam)

International Journal of Economics and Finance ◽

10.5539/ijef.v9n7p122 ◽

2017 ◽

Vol 9 (7) ◽

pp. 122 ◽

Cited By ~ 2

Author(s):

Lukmanul Hakim ◽

Nanis Susanti ◽

Ujianto

Keyword(s):

Customer Relationship Management ◽

Brand Equity ◽

Purchase Intention ◽

Customer Value ◽

Relationship Management ◽

Perceived Quality ◽

Customer Relationship ◽

Light Bulb ◽

Perceived Price

This study tried to determine and analyze the deeper understanding of the influence of customer relationship management, brand equity, perceived of product quality, perceived value and price to the customer at the customer's purchase intention Philips light bulb in Batam.The population in this study are all users (consumers) electric light bulb philips brands in the city of Batam. Testing of the model in this study, with Generalized Least Square Estimation (GLS), analysis of structural equation modeling (SEM), proportional random sampling method and software assistance Amos 22, on 240 respondents from eight times the 30 indicators the study variables. The test results indicate the model (fit) seen from the GFI, AGFI, TLI, CFI, RMSEA and CMIN / DF, each of 0915, 0901, 0949, 0953, 0063, and 1,376 are all that are in the range of expected values so that the model can be accepted.The results showed that: 1). Customer relationship management influence on customer value, it shows that with good customer relationship management program, will increase customer value. 2) Customer relationship management influence on purchase intention, it shows that with good customer relationship management program, will increase customer value. 3) Brand equity effect on customer value, it shows that with a good brand equity, will increase customer value. 4). Brand equity effect on purchase intention, it shows that with a good brand equity, will increase customer value. 5) Perceived quality of product effect on customer value, it indicates that the perceived quality of a good product, will increase customer value. 6). Perceived quality of product effect on purchase intention, this suggests that the perceived quality of a good product, will increase purchase intention. 7). Perceived price effect on customer value, it indicates that the perceived price friendly, will increase customer value. 8) Perceived price effect on purchase intention, this suggests that the perceived price friendly, will increase purchase intention. 9). Customer value effect on purchase intention, it shows that with high customer value, will raise the purchase intention.

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