References (17)



Customer Relationship Management in Indian Banks

G. S. Popli

Delhi School of Business

D. N. Rao

Suresh Gyan Vihar University

April 6, 2009

Indian Banks have recorded a phenomenal growth in the past decade with the initiation of Economic Reforms. The banks, both Public and Private, have transformed themselves into profit-oriented business organizations besides playing a developmental role in the economy. In an attempt to be more profitable, the banks have become competitive and more customer-oriented. This new orientation has compelled them to take a more pragmatic approach for conducting the business. In the backdrop of this scenario, the study reviewed implementation of Customer Relationship Management (CRM) and the impact of CRM on service quality and customer retention in ten public and private sector banks of India.

It was found that the Private Sector Banks have been able to implement the CRM practices more effectively as compared to their Public Sector counterparts. This fact has further been corroborated by the findings of the service quality level being provided by these banks. Further, it was observed both the public and private sector banks scored the least on responsiveness and empathy factors. Public Sector Banks have fared better in terms of reliability and assurance whereas the Private Sector Banks have fared better in terms of tangibility, reliability and assurance.

Further, the results suggest that the banks (whether public or private) are equally affected by CRM initiatives they undertake to retain the customers.

Number of Pages in PDF File: 16

Keywords: Customer Relationship Management, Retention, Service Quality, Banks, Competition, Implementation

JEL Classification: FEN, MRN

Open PDF in Browser Download This Paper

Date posted: April 6, 2009  

Suggested Citation

Popli, G. S. and Rao, D. N., Customer Relationship Management in Indian Banks (April 6, 2009). Available at SSRN: https://ssrn.com/abstract=1373592 or http://dx.doi.org/10.2139/ssrn.1373592

Contact Information

Gurmukh Singh Popli
Delhi School of Business ( email )
VIPS - Technical Campus
AU Block, Outer Ring Road
Delhi, 110034
Dabbeeru Neelakanteswar Rao (Contact Author)
Suresh Gyan Vihar University ( email )
Jaipur, Rajasthan 302017
+919799040999 (Phone)
Feedback to SSRN

Paper statistics
Abstract Views: 12,334
Downloads: 3,396
Download Rank: 2,036
References:  17