Customer Relationship Management In The Case of Financial Service Sector

Pandey, Nidhi and Kamath, Vasanth and Pai, Rajesh R (2014) Customer Relationship Management In The Case of Financial Service Sector. International Journal of Advanced Information Science and Technology (IJAIST), 25 (25). pp. 87-91. ISSN 2319:2682

[img] PDF
Customer Relationship Management In The Case of Financial Service Sector.pdf - Published Version
Restricted to Registered users only

Download (210kB) | Request a copy

Abstract

Customer Relationship Management (CRM) and Service Quality (SQ) are considered to be very important factor for the company today to sustain in competitive business environment. Companies tries to identify different tools and methods to measure the constructs of CRM from the customers, so as to have a better understanding about the customer requirement about the product or services offered by the company. On the other side, Service Quality also measures the company quality of service by providing good quality services by reducing the cost parameters, and to maintain customer loyalty and retention. In this paper, an attempt has been made to find out the satisfaction level of customer in the case of service sector and applied the SERVQUAL model for measurement of service quality. In order to support this research, questionnaire was developed from SERVQUAL instrument and distributed using convenience sampling technique to customers of the company. Analysis is done for the sample size of 200 customers and concluded that, there is no proper interaction was happening with the company and the customers which is reported as not significance from hypothesis tests

Item Type: Article
Uncontrolled Keywords: Customer Relationship Management, Service Quality, Financial Service Sector, SERVQUAL Model
Subjects: Engineering > MIT Manipal > Humanities and Management
Depositing User: MIT Library
Date Deposited: 02 Jun 2016 09:41
Last Modified: 02 Jun 2016 09:41
URI: http://eprints.manipal.edu/id/eprint/146256

Actions (login required)

View Item View Item