Customer Relationship Management: Factors Affecting Overall Rating of Private Banks

Author(s) : Prof. Vilas K. Chaudhari
ISSN : 0974 - 497
Year : February 2019 | Volume : 13 | Issue : 1/4

Abstract: Customer Relationship Management is no longer a business luxury, but it is a necessity which separates one organization from the other. Its application is very evident in the banking sector, especially private banks, where the success is measured by the number of loyal customers earned rather than the transactions and turnovers. In this paper, we have tried to see the impact of various factors on the overall customer satisfaction with his/her respective private bank in Pune district, and the impact of online, internet and mobile-based services on the customer relationship management. We also briefly touched upon electronic customer relationship management or eCRM, which will surely be the future of banking services.


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