Volume : III, Issue : XII, December - 2013

An Impact of e–Customer Relationship Management on the Service Quality of Indian Banking Sector

Mr. Girinath, Dr. A. Ravi

Abstract :

The Customer Relationship Management (CRM) is essential and vital function of customer oriented marketing. Its functions include gathering and accumulating customer–related information in order to provide effective services. e–CRM is a combination of IT sector but also the key strategy to electronic commerce. e–CRM is a combination of software, hardware, application and management commitment. Aim of e–CRM system is to improve customer service, develop a relationship and retain valuable customers. e–CRM is a concern for many organizations especially banking sector. The purpose of this study is to gain a better understanding of the benefits e–CRM to customers and organization in banking industry. CRM is a strategy where banks to build and manage long–term relationships with their customers. Researchers have shown that CRM implementation can provide better customer service, as well as improvement and management of customer expectations and loyalty. Our finding indicates that with the implementation of e–CRM and the latest technologies banks have ensured full security for the transactions of their customer’s. e–CRM facilitates the organizations to provide one to one services and also maintain the transaction security of the customers.

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Article: Download PDF   DOI : 10.36106/ijar  

Cite This Article:

Mr. GIRINATH, Dr. A. RAVI An Impact of e-Customer Relationship Management on the Service Quality of Indian Banking Sector Indian Journal of Applied Research, Vol.III, Issue.XII Dec 2013

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