A Study On Customer Relationship Management Practices In Canara Bank Branches In Tamil Nadu

Anbuoli Parthasarathy¹, Thiruvenkatraj Ramasamy²

¹Anna University Regional Office Madurai
²Bharath Nikethan College of Engineering, India

Abstract

The purpose of this study was to examine the various facets of customer relationship management practices adopted by Canara bank in Tamil Nadu. The research design in this study will consist of exploratory research whereby different aspects with regards to CRM in the Canara bank have been extracted from existing studies and tested on a sample of customers. This study examined demographic profile of customers, customer awareness on CRM policies, customer perception on CRM practices, factors influencing CRM practices and role of E-CRM measures of Canara bank in customer satisfaction. This study utilized 100 samples in various parts of Tamil Nadu. The data for the study have been collected through questionnaire. The statistical tools like simple percentage, chi-square, t-test, cronbach alpha, factor analysis and multiple regression analysis was used in this study.This study revealed that the customer relationship management practices followed in Canara bank is satisfactory to the customers.

Keywords

• Customer perception, Customer relationship management, CRM Policies, CRM practices, Customer awareness, Canara bank

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Cite this Article as Follows

Anbuoli Parthasarathy, Thiruvenkatraj Ramasamy. A Study On Customer Relationship Management Practices In Canara Bank Branches In Tamil Nadu.. International Conference on Inter Disciplinary Research in Engineering and Technology 2015. Vol. 1. Chennai: Association of Scientists, Developers and Faculties, 2015. 1-10. Print.