The aim of this paper is to develop a reliable and valid CRM (Customer relationship management) scale specifically catering to Indian banking sector. An exhaustive review of literature on CRM was followed by depth interview and questionnaire survey. Exploratory factor analysis was followed by confirmatory factor analysis, which was presented in three forms; the single factor model, covariance m...

The Indian banking sector has undergone rapid transformation since 1991—the year India started a series of economic reforms. As part of the reforms, along with public sector banks, private sector banks started operations in the country. Due to the rapid reforms of the banking sector and the increased competition, Indian banks are now featured prominently on the global stage. Estimates indicate ...

When developing a new marketing strategy, the customer is king, and protagonist. Customers are at heart of any successful strategy. Banking field has unique relationship between bank. However, due to various reasons such as lack education, technical skills, financial goals risk failure, some banks use traditional methods while others adopt CRM. With this in mind researchers undertook modest att...

Combating with immense competition now a day‟s banks are focusing upon customer satisfaction rather than merely rendering their services in the Indian banking industry. Due to the tough competition in banking sector, paradigm changes are seen in this sector. Various innovations are witnessed in this field, because banking sector is adopting innovative ways to improve their services & to win the...

The Indian service sector forms a backbone of social and economic growth of the country and emerged as the largest and fastest developing sector. Apart from the several service industries in this sector, two major functional pillars of this sector are information and communication technology (ICT) and banking industries. These two service industries have been making continuous efforts to stand ...

present paper intends to measure the determinants of performance of indian financial sector. the performance variables of banking sector and microfinance institutions in india are studied over a study period of six years i.e. 2006-07 to 2011-12. the financial sector of india is gaining strength over the years and its contribution to growth is overwhelming. banks are considered the main componen...

The purpose of the chapter is to discuss the evolution of the Indian banking industry and the role of innovation within the industry. It explores the motivations for innovation, types, actors involved, investments made and protection issues of banking innovations. The study showcases the current situation while also instigating future possibilities of research for the topic. To meet the objecti...

Present paper intends to measure the determinants of performance of Indian financial sector. The performance variables of banking sector and microfinance institutions in India are studied over a study period of six years i.e. 2006-07 to 2011-12. The financial sector of India is gaining strength over the years and its contribution to growth is overwhelming. Banks are considered the main componen...

Indian banking industry has transformed in recent years due to the globalization market which has resulted in fierce competition. This new competitive environment has resulted in new challenges for the Indian banks especially for public sector banks to retain their share. The present paper is mainly concerned with the analysis of factors that influence the performance of banks. The paper examin...

A Sound Banking System is essential for the future growth of any economy. In India, among the banking institution in the organized sector, the commercial banks are the oldest institutions having a wide network of branches, commanding utmost public confidence and having the lion’s share in the total banking operations. The Financial Sector Reforms were implemented in our country during 1991-92 w...