scholarly journals Measuring Customer Satisfaction for Customer Relationship Management Activities Perform by Indian Commercial Banks in Surat City

2020 ◽  
Vol 9 (1) ◽  
pp. 8-17
Author(s):  
Shaileshkumar Jausukhbhai Limbad ◽  
Vinod Patel
Keyword(s):  
Public Sector ◽  
Customer Satisfaction ◽  
Commercial Banks ◽  
Research Study ◽  
Sampling Technique ◽  
Target Population ◽  
Business Environment ◽  
Marketing Mix ◽  
Customer Relationship ◽  
Important Relationship

The primary purpose of this paper is to measure customer satisfaction for CRM activities perform by Indian Commercial Banks in Surat city. The other purpose is to measure overall customer satisfaction with the services provided by top 3 Indian private and top 3 Indian public commercial banks in Surat. Qualitative methods were used to develop the scope of research to study customer perception. This research study is descriptive in nature. The most appropriate method for selecting the target population is the sampling method of non-probability comfort followed by stratified sampling technique. Of the 1,200 questionnaires distributed, 973 questionnaires were finally considered to correctly analyze the data. Appropriate statistical tools and techniques were used for the research study. Factors were found to differentiate performance based on types of banks. For the reliability of private banks, the response elements and the marketing mix have a great relationship with overall satisfaction, as well as an important relationship between overall customer satisfaction and loyalty. For public sector banks, there is an important relationship between the elements of collateral and the marketing mix, the overall satisfaction of customers, and the overall satisfaction and loyalty. ICICI is the leading bank in terms of performance from a customer perspective and among the public sector bank BOB (Bank of Baroda) which has performed much better than other banks. With the researcher the researcher tries to establish a relationship between customer satisfaction and effective management of the customer relationship. The researcher concludes that for some factors, there is an important relationship between CRM and overall customer satisfaction and an increase in the customer base. Therefore, the management of banks is encouraged to implement CRM programs so that they can take advantage of the current competitive business environment.

scholarly journals Measuring Overall Customer Satisfaction for CRM Activities Performed by Indian Commercial Banks in Surat City

2020 ◽  
Vol 8 (1) ◽  
pp. 16-27
Author(s):  
Shaileshkumar Jausukhbhai Limbad ◽  
Vinod Patel
Keyword(s):  
Public Sector ◽  
Customer Satisfaction ◽  
Significant Relationship ◽  
Commercial Banks ◽  
Management Practices ◽  
Banking Sector ◽  
Research Study ◽  
Marketing Mix ◽  
Customer Relationships ◽  
Public Sector Banks

Purpose: The primary purpose of this paper is to measure the customer perception towards customer relationship management practices of Indian commercial banks in Surat city. The researcher also tries to study the different factors affecting the private and public sector banks’ customers.Design/methodology/approach: This research study is descriptive. The study adopted a nonprobability convenience sampling method after initially applying the stratified sampling. Findings: For private sector banks, reliability, responsiveness, and marketing mix elements have a significant relationship with overall satisfaction and also a significant relationship between overall customer satisfaction and loyalty. For public sector banks, a significant relationship found between assurance and marketing mix elements with overall customer satisfaction and between overall satisfaction and loyalty.Practical implications: The study researcher tried to establish a relationship between customer satisfaction and effective management of customer relationships. It is to be suggested that the banking sector, regardless of the tangible elements, should improve its operations in providing customers with highly advanced and reliable services.Originality/value: The research study aims to make managers able to assess CRM activities and processes in Indian commercial banks, focusing on new methods of delivering banking services and ways to managing healthy relationships with key customers.

scholarly journals Pengaruh Bauran Pemasaran Jasa Terhadap Keputusan Pembelian Dan Kepuasan Pelanggan Kedai Kopi Kimteng di Pekanbaru

2020 ◽  
Vol 4 (1) ◽  
pp. 10-24
Author(s):  
Adhi Nurcahyo Achmad ◽  
Samsir Samsir ◽  
Yulia Efni
Keyword(s):  
Customer Satisfaction ◽  
Significant Influence ◽  
Structural Equation ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Marketing Mix ◽  
Equation Modeling ◽  
Purchasing Decisions ◽  
Coffee Shop ◽  
Modeling Analysis

This study aims to see and determine the direct effect of the marketing mix on purchasing decisions and customer satisfaction. Research site at the Kimteng coffee shop Pekanbaru. The population in this study were all customers who made repeat purchases at the Kimteng coffee shop Pekanbaru. The sampling technique used was non-probability sampling using the simple random sampling method, because the sampling of members from the population was done randomly without paying attention to the strata in the population. Determining the number of samples 5 times the number of variable indicators as many as 30 are used. Thus, the number of samples to be studied in this study was 150 people. In this study, researchers will use SEM (Structural Equation Modeling) analysis. The results of this study indicate that there is a positive and significant influence between the marketing mix on purchasing decisions and there is a positive and significant influence between the marketing mix and purchasing decisions on customer satisfaction. Purchasing decisions are able to positively and significantly mediate between marketing strategies and customer satisfaction.

Customer Loyalty in Financial Sector: A case study of Commercial Banks in Southern Punjab

2014 ◽  
Vol 1 (1) ◽  
pp. 587 ◽  
Author(s):  
Syed Usman Ali Gillani ◽  
Dr. Abdul Ghafoor Awan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Commercial Banks ◽  
Perceived Value ◽  
Financial Sector ◽  
Business Environment ◽  
Comprehensive Model

By considering the intense competitiveness and prevalent challenges in the current business environment, organizations can’t survive just focusing on attracting and capturing new customer but they have to choose the strategy that help in retaining the existing customers and enhanced their loyalty to the organization. So, in the customer service based industry, satisfied customers are no longer suitable, and the businesses have to explore the new ways to flourish and promote the loyalty of customers. The current study hypothesize that customer loyalty is significantly affected by the customer satisfaction and trust of the customers. Whereas, perceived value and service quality is important determinants to create the customer satisfaction and trust. The data was collected from different customers of various banks and the hypothesize links are tested. Results indicate that there is a significant relationship between customer satisfaction and trust with customer loyalty. It is also confirmed that service quality and perceived value are important antecedents of customer satisfaction and trust. The results present a comprehensive model in the financial sector to create and manage customer loyalty.

scholarly journals Sacco’s Strategies and Member’s Savings in Deposit Taking Saccos in Nairobi County- Kenya

2019 ◽  
Vol 3 (V) ◽  
pp. 210-226
Author(s):  
Patrick Chege Kariri ◽  
Lucy Kavinda
Keyword(s):  
Customer Service ◽  
Customer Relationship Management ◽  
Random Sampling ◽  
Capital Accumulation ◽  
Management Strategy ◽  
New Technologies ◽  
Relationship Management ◽  
Sampling Technique ◽  
Target Population ◽  
Customer Relationship

Just like the case with all investments and other firms, Savings and Credit Co-operative Societies (SACCOs) in Kenya are investment with the target of maximizing their wealth. It is that wealth maximization and capital accumulation is a critical objective whenever SACCOs have chosen pushes for more savings from members. The purpose of the study was to conduct an effect analysis of savings and credit co-operative societies strategies on member’s savings in Sacco’s’ (Nairobi county- Kenya). Specifically, the study focused on the following research objectives; to establish the relationship between loan policies, member training and customer relationship management strategy on member’s savings in Sacco’s in Nairobi County. The study targeted the forty two licensed savings and credit co-operative societies in Nairobi County-Kenya. Specifically the study targeted the management of the Sacco’s, and clients of savings and credit co-operative societies in Nairobi County-Kenya. From the projected target population which was about 12,212 respondents. A purposive sampling technique was employed in this study. Then, simple random sampling procedure was then used to select about 50% of the Sacco’s management/staff targeted from the target population. Then purposively again a random sampling technique was employed to select at least two Sacco’s clients at each office visited from the 42 registered Sacco’s in Nairobi County. In analysis, Descriptive and inferential statistics were considered to conduct an analysis of data generated from respondents. The information obtained was presented through frequency distributions tables, evidence of percentages and the researcher categorized variables. The study found that loan policies, member training and customer relationship management strategy positively and significantly affected member’s savings. The study concluded that it is a SACCO policy to appraise loans based on members’ savings and ability to repay. However, a member needs to clear any outstanding emergency loan, if any, before applying for another. Training of members both employees and clients leads to increased job satisfaction and morale among employees, motivation, increased efficiencies in processes, resulting in financial gain, increased capacity to adopt new technologies and methods by clients, increased innovation in strategies and products and enhanced company image. Customer relationship management strategy enhances better customer service, CRM systems are useful in identifying potential customers, CRM data ensures effective co-ordination of marketing campaigns. The study recommended that loan policy should clearly communicate the strategic goals and objectives of the SACCO, as well as define the types of loan exposures acceptable to the institution, loan approval authority, loan limits, loan underwriting criteria, and several other guidelines. SACCO should train members on communications; because the increasing diversity of today’s workforce brings a wide variety of languages and customs. Customer service; because increased competition in today’s global marketplace makes it critical that employees understand and meet the needs of customers. Customer relationship strategy should aim at governing how to satisfy customers beyond developing good products and services, help retain existing customers to maximize efficiencies and reduce the cost of acquisition and ensure customer satisfaction and a memorable brand experience.

scholarly journals ANALISIS CUSTOMER RELATIONSHIP MANAGEMENT DAN SERVICE QUALITY TERHADAP CUSTOMER VALUE MELALUI CUSTOMER SATISFACTION PADA BANK PEMERINTAH DI SURABAYA

2010 ◽  
Vol 6 (3) ◽  
Author(s):  
A.M. Kusnadi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Relationship Management ◽  
Customer Value ◽  
Structural Equation ◽  
Relationship Management ◽  
Sampling Technique ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Minimum Criteria

The aim of this study was to know and analyze : (1) Influence of customer relationship management  on Customer Satisfaction, (2) Influence of customer management on Customer Value , (3) Influence of service quality on Customer Satisfaction , (4) Influence of service quality on customer value, (5) Influence of Customer Satisfaction  on Customer Value , (6) Influences of customer relationship management  and service quality on Customer Value  through Customer Satisfaction, (7) Influence of customer relationship management  on Customer Value  through Customer Satisfaction , (8) Influence of service quality on customer value through customer satisfaction, (9) Influence of service quality  on customer relationship management .            The population in this study involved all customers of  current account, saving, and time deposit in Surabaya, with minimum criteria of 3 (three) months being  customers. Accidental sampling technique was used in this research and 400 customers were obtained. Structural equation modeling (SEM) was used  as analysis technique  by using AMOS 4.01 software.            The result of this study showed that customer analysis management and service quality provided significant influences on customer value through Customer Satisfaction in state banks in Surabaya  Keywords:  Customer    relationship    management,    service    quality,    Customer Satisfaction ,  value.

From “e” Retail to “omni” Channel Retail

2020 ◽  
Vol 7 (2) ◽  
pp. 54-68 ◽  
Author(s):  
Himanshi Agarwal ◽  
Shailja Dixit
Keyword(s):  
Customer Satisfaction ◽  
Scaling Up ◽  
Business Environment ◽  
Marketing Mix ◽  
Time Span ◽  
Private Labels ◽  
Organizational Growth ◽  
Short Time Span ◽  
Brighter Future ◽  
Short Time

To cope up with the ever-changing dynamic business environment, every organization needs to reinvent their marketing mix strategies by introducing some innovations and novel strategic changes. These transformations are very important for the organizational growth, survival and expansion. These transitions could be the need of the hour or a strategic move towards a brighter future. Several ecommerce players are already scaling up their offline presence to let customers experience the product before buying and to reach a larger market. Myntra is planning to be one of them by opening its physical stores across India to boost its private labels. The case attempts to examine those factors which prompted Myntra to sail against the tide. In spite of touching such heights in the online world in a short time span of just a decade is Myntra not convinced about the customer satisfaction and thus, reverting back to traditional retail.

scholarly journals Analisis Strategi Pemasaran di Toko Najwa Dalam Menciptakan Kepuasan Pelanggan

2021 ◽  
Vol 1 (1) ◽  
pp. 46-54
Author(s):  
Suci Larasati ◽  
Moh. Kadri
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Marketing Strategy ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Total Sample ◽  
Marketing Mix ◽  
Collection Method ◽  
Location Service ◽  
Quality Product

This study aims to determine the Marketing Strategy at Najwa Store in creating customer satisfaction. This type of research is descriptive quantitative, the total sample of 15 customers with a sampling technique that census. The data collection method is direct observation, interviews and by using a questionnaire. The results of this study indicate that in creating customer satisfaction at Najwa Store it is important to know the importance of the marketing mix that is the set of variables used by Najwa Stores to increase consumer satisfaction (buyers), wherein the variables of the marketing mix consists of seven variables: price, product completeness, promotion of goods, location, service quality, product quality, and facilities.

scholarly journals Analysis of The Use of Promotion In Social Media on The Performance of E-Commerce Marketing

2021 ◽  
Vol 14 (2) ◽  
pp. 136-144
Author(s):  
Zaenal Ariep
Keyword(s):  
Social Media ◽  
Cost Effectiveness ◽  
Customer Satisfaction ◽  
Communication Channel ◽  
Business Environment ◽  
Customer Relationship ◽  
Marketing Performance ◽  
Relationship Performance ◽  
Marketing Implementation ◽  
Marketing Operation

Social media is a new phenomenon that has changed the way the business environment operates. Through social media, businesses gain access to resources that are otherwise unavailable to the business owner. This research is a causality research, which aims to analyze the causal relationship and influence of two or more phenomena, through hypothesis testing. The population and sample in this study are SMEs who open e-commerce businesses on social media. The number of samples used in this study amounted to 154 respondents. Based on the analysis and discussion, it is concluded that the Marketing operation advantages variable has no significant effect on Marketing Performance, the Cost-effectiveness variable has a significant effect on Marketing Performance, the Customer Communication Channel variable has a significant effect on Cost-effectiveness, the Customer Communication Channel variable has a significant effect on Increased customer satisfaction, Customer The Communication Channel has a significant effect on Marketing operation advantages, the Customer relationship performance variable has a significant effect on Marketing Performance, the Increased customer satisfaction variable has a significant effect on Marketing Performance and the Social media marketing implementation capabilities variable has a significant effect on Customer relationship performance.

Sign in / Sign up

Export Citation Format

Share Document