CRM Strategies in Banking Sector : A Comparative Study of Private, Public and Foreign Bank in India

Author: Mukesh Kumar Jain

Abstract:
Purpose: The present study attempts to compare the effectiveness of CRM among selected private, public and foreign banks. Analytical and descriptive types of research have been carried out for the purpose of the study. Methodology: The majority of the study is conducted using primary data. Simple Random Sampling Method is used to gather the primary data. The sample for the research study is selected scientifically. A questionnaire has been used for the study to collect information from Customers. Factor Analysis is used as the main tools with average, standard deviation, student t-test and ANOVAs test. Findings: It can be summarised that there is significant difference between the groups of public and private sector banks whereas the difference is insignificant in the group of foreign sector bank with respect to the research variables from the respondents' points of view. Indeed, the respondents have assessed the situation of foreign sector banks better than private sector banks and much ahead than the public sector banks in relation to the research variables.

Keywords:Customer Retention Management; Customer Satisfaction; Customer Loyalty and Factor Analysis

DOI:

International Journal of Trade & Commerce (Vol: 7 Issue:2)