Volume : IV, Issue : V, May - 2015

CUSTOMER PERCEPTION ON SERVICE QUALITY TOWARDS CRM AMONG SELECTED BANKS IN MADURAI CITY

Dr. K. Malik Ali

Abstract :

 Customer satisfaction is the sum total of customer expression of the service quality. To make prompt, adequate  and continuous service to their customers. Banks should know the perception of customers on service quality to enable for improvement of quality of services. This paper focus on customer perception on service quality towards CRM among selected banks  in Madurai city, Tamil Nadu. The main objective of this paper is to analyze the perception of customers on service quality towards CRM. The  required primary data were collected through structured questionnaire and the sample size of respondents was taken from eight selected  banks at the rate of sixty customers from each bank. The findings reveal that empathy related variables were accounted for first position factors to decide the service quality perception of customers towards CRM.

Keywords :

Article: Download PDF   DOI : 10.36106/ijsr  

Cite This Article:

Dr. K. MALIK ALI CUSTOMER PERCEPTION ON SERVICE QUALITY TOWARDS CRM AMONG SELECTED BANKS IN MADURAI CITY International Journal of Scientific Research, Vol : 4, Issue : 5 May 2015

Number of Downloads : 942

References :