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DC Field | Value | Language |
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dc.contributor.author | Dr S, Kavitha | - |
dc.date.accessioned | 2021-10-05T04:23:06Z | - |
dc.date.available | 2021-10-05T04:23:06Z | - |
dc.date.issued | 2014-01 | - |
dc.identifier.issn | 2320-5083 | - |
dc.identifier.uri | https://www.jiarm.com/July2014/paper15232.pdf | - |
dc.identifier.uri | http://localhost:8080/xmlui/handle/123456789/2504 | - |
dc.description.abstract | In recent days ECRM – Electronic Customer Relationship Management has attracted many people and companies have started using e-CRM in order to attract new customers and retaining their existing customers. Service industries especially the banks are taking lot of initiatives to make the best use of e-CRM tools and techniques. This research is an attempt to identify what are the features of e-CRM which make the customers satisfied regarding the eCRM usage. A questionnaire was constructed and circulated among 250 respondents to identify their satisfaction on various features of e-CRM in banks. A model is developed and analyzed using regression analysis. The study revealed that customer satisfaction is a function of different features of e-CRM like Implementation, Security, Maintenance, Training, performance and Reliability. The study recommended the regression model for banks to determine the customer satisfaction on e-CRM. | en_US |
dc.language.iso | en | en_US |
dc.publisher | Journal of International Academic Research for Multidisciplinary (JIARM) | en_US |
dc.subject | Customer Relationship Management | en_US |
dc.subject | Electronic Customer Relationship Management | en_US |
dc.subject | Features | en_US |
dc.subject | Customer Satisfaction | en_US |
dc.subject | Banks | en_US |
dc.title | Features determining success of e-CRM – An Empirical investigation in banks | en_US |
dc.type | Article | en_US |
Appears in Collections: | International Journals |
Files in This Item:
File | Description | Size | Format | |
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Features determining success of e-CRM – An Empirical investigation in banks.docx | 10.44 kB | Microsoft Word XML | View/Open |
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