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2012 - International Conference on Management Issues in Emerging Economies (ICMIEE)

ICMIEE-2012 International Conference on Management Issues in Emerging Economies [Cover]

2012 International Conference on Management Issues in Emerging Economies (ICMIEE) - Table of content

Effectiveness of information disclosure of banks operating in India on their web sites — An empirical study

Supervisory competencies and its impact on organizational performance — A pragmatic study

Antecedents to customer purchase intention — An empirical study of Service quality and customer satisfaction in food services in the Indian milieu

A study on the employee engagement with special reference to CPCL

Women in informal sector: A case of women street vendors in Thanjavur, Tamil Nadu

Financial Inclusion — Status, impetus and impediments

An empirical study on emotional intelligence of professional students

Measurement of service delivery performance of and Indian private sector bank — Mystery shopping as a tool

Study on customers' attitude & expectations towards various broadband service providers with reference to BSNL

Assessing customer satisfaction of an Indian public sector bank using customer relationship management

Accelerating organisational learning in the backdrop of knowledge hoarding: A case study with reference to eco-tourism destinations

Influence of perceived job satisfaction and its impacts on employee retention in Gulf Cooperation Countries

Learners' preferences and influencing parameters in E-learning

Engineering analogs for conservational decisions in restoring abandoned traditional rice varieties in Tamil Nadu

Sustainable development and Intellectual Property Rights — A case study of the Indian patent system

An empirical study on CRM as a tool to assess customer satisfaction for banks — A comparison of Public sector bank with a Private sector bank

The influence of Customer Relationship Management system in marketing telecom broadband services: A case study on Bharat Sanchar Nigam Limited

Individual investor's perception and decision making — Review

Gaussian kernel based HMM for time series data analysis

Employee engagement — Need of the hour — A special focus on bank employees

Customer awareness on electronic banking in Thanjavur town — An empirical study

Ascertaining customer retention through brand reputation — A descriptive study with two-wheeler brands

Application of opinion mining technique in talent management

Training in banking sector: A study to identify training needs among employees in Public sector bank

Incorporation of meaning to business management using vedic analogies

The contribution of Frugality and Material Values to Product Disposition: An exploratory study

A fuzzy approach in exploring the style of investing of equity investors

Author index

ICMIEE-2012 [Back cover]

Assessing customer satisfaction of an Indian public sector bank using customer relationship management

Content Provider	IEEE Xplore Digital Library
Author	Sujatha, V. Nalini, R.
Copyright Year	2012
Description	Author affiliation: Cauvery college for women, Annamalai nagar, Thiruchirappalli - 18, TamilNadu, India (Sujatha, V.; Nalini, R.)
Abstract	In the present day, the concept of banking is not simply confined to accepting deposits, lending and money transmissions but also to insurance, advisory service, merchant banking, factoring and the like. To meet the competition in the market, the banks have to plan marketing strategies to achieve customer satisfaction by providing the customer with what he wants, when he wants and where he wants. Customer relationship management (CRM) integrates customers, service processes and technology to maximize relationship with all customers, distributional channel numbers, internal customers and suppliers. CRM results in better margins with enhanced customer satisfaction and reduced administrative costs. Random sampling method is adopted for the collection of data from the respondents. In Thiruchirappalli regional office of State Bank of India, area operations are selected within 10 kilometer radius from the Main branch and 60 questionnaires per branch have been distributed in 10 branches. Out of 600 questionnaires, 109 are found incomplete and 491 are fully complete with 81.83% of response rate. The data collected were analysed with the help of ANOVA single factor and weighted ANOVA by using SPSS Package. The respondents are satisfied with the attitude of the bank towards them and the information provided by the bank regarding the products and services.
Starting Page	58
Ending Page	62
File Size	82885
Page Count	5
File Format	PDF
ISBN	9781467320443
e-ISBN	9788184247596
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	2012-08-17
Publisher Place	India
Access Restriction	Subscribed
Rights Holder	SASTRA UNIVERSITY
Subject Keyword	Price staff Customer satisfaction Banking Organizations Technical and promotional factors Educational institutions Routine Analysis of variance CRM
Content Type	Text
Resource Type	Article

Sl.	Authority	Responsibilities	Communication Details
1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
3	National Digital Library of India Office, Indian Institute of Technology Kharagpur	The administrative and infrastructural headquarters of the project	Dr. B. Sutradhar bsutra@ndl.gov.in
4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
5	Website/Portal (Helpdesk)	Queries regarding NDLI and its services	support@ndl.gov.in
6	Contents and Copyright Issues	Queries related to content curation and copyright issues	content@ndl.gov.in
7	National Digital Library of India Club (NDLI Club)	Queries related to NDLI Club formation, support, user awareness program, seminar/symposium, collaboration, social media, promotion, and outreach	clubsupport@ndl.gov.in
8	Digital Preservation Centre (DPC)	Assistance with digitizing and archiving copyright-free printed books	dpc@ndl.gov.in
9	IDR Setup or Support	Queries related to establishment and support of Institutional Digital Repository (IDR) and IDR workshops	idr@ndl.gov.in

An empirical study on CRM as a tool to assess customer satisfaction for banks — A comparison of Public sector bank with a Private sector bank

Importance of Customer Relationship Management (CRM) in the Banking Sector: An Indian Perspective

Impact of Customer Relationship Management CRM on Customer Satisfaction and Loyalty in Indian Banking

A COMPARATIVE STUDY ON THE CUSTOMER PERCEPTION OF THE CRM INITIATIVES OF PUBLIC AND PRIVATE SECTOR BANKS IN

An Integrated Approach of customer relationship of management in Indian Banking Sector

CRM Scorecard Measurement: The Case for the Banking Sector in Saudi Arabia

Measuring customer relationship management (CRM) and its relationship with customer satisfaction in the Egyptian Banking Sector

IMPACT OF E-CRM TECHNOLOGY IN INDIAN BANKING SECTOR: AN APPROACH TOWARDS DEVELOPMENT

Research on Customer Knowledge Management Based on CRM

Assessing customer satisfaction of an Indian public sector bank using customer relationship management

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