Crm in Banking Sector

Determinants of Performance in Retail Banking: Perspectives of Customer bliss and Relationship trade Vimi Jham tnstitute of Management Technology, India Kaleetn Mohd Khan Stamford University, Bangladesh Abstract Satisfaction with banking services is an area of growing interest to researchers and managers. Building on the synthesis of existing literature on satisfaction and kind marketing, this determine explores the satisfaction variables within the banking industry. The key findings of an empirical research are found on the data collected from 555 customers. Systematic methodology, including design and institution of questionnaire, factor analysis and regression analysis were utilised to enhance dependability ofthe findings. The study reinforces that customer satisfaction is linked with performance of the banks. The authors demonstrate how readjustment of satisfaction variables can lead to better performance. Relationship Marketing and Customer Satisfaction -An Overview Relationships are as old as mankind. Traders and business people of yesteryears relied on relationship for their success. In the early 1990s, the concept of relationship marketing was formally introduced into the field of services marketing.

It was established that nominate adpressed relationship with customers resulted in better returns to companies (Reichheld, 1993). Higher cost of the acquisition of customers has shifted the emphasis to building and maintaining long-term customer relationships to improve profitability (Ennew and Binks, 1996). Today, banks have moved outdoor(a) from a transactional-based marketing approach to a relationship-based approach that has at its substance the recognition of the lifetime value of the customer. Satisfaction is a multidimensional construct which has been conceptualised as a prerequisite for building relationships and is generally described as the full meeting of ones expectations (Oliver, 1980) and is the feeling or attitude of... If you take to get a full essay, order it on our website: Orderessay

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