Financial consumer protection and customer satisfaction. A relationship study by using factor analysis and discriminant analysis

This paper tries to make an attempt to study the relationship between the financial consumer protection and customer satisfaction by using factor analysis and discriminant analysis. The main objectives of the study are to analyze the financial consumer protection in commercial banks, to examine the customer satisfaction of commercial banks and to identify the factors of financial consumer protection lead customer satisfaction. There are many research work carried out on financial consumer protection and financial literacy, but the identification of factors which lead the financial consumer protection and the relationship between financial consumer protection and the customer satisfaction is very important, Particularly for banks to improve its quality and increase the customer satisfaction. Therefore this study is carried out with the aim of identifying the factors of financial consumer protection and its influence on customer satisfaction. This study is both descriptive and analytical in nature. It covers both primary and secondary data. The primary data has been collected from the customers of commercial banks using pre-tested interview schedule and the secondary data has been collected from standard books, journals, magazines, websites and so on

Analysis of E-CRM Services of Banks: From the View of Bankers

In this article the researcher has analyzed the E-CRM services of banks in Virudhunagar District in the point of view of employees. The main objective of the study is analyzing the opinion of bank employees about e-CRM services of banks in Virudhunagar District and also offers suitable suggestions on the basis of findings of the study. The data required for the study has been collected during the year 2014. This study is both descriptive and analytical in nature. This study covers both Primary data and Secondary data. The Primary data have been collected from 83 bank officials in Virudhunagar District with the help of pre–tested interview schedule and questionnaire respectively. The Secondary data have been collected from the records of banks, published books, journals, reports and circulars issued by the Reserve Bank of India, encyclopedia and through web sites. The researcher has used the percentage analysis throughout the report to express the opinion of the respondents and in order to test the opinion of the bank employees about the e-CRM services with the help of Kolmogorov Smirvo Test.&nbsp

Comparison of Customer Satisfaction in SBI and ICICI- Application of Mann-Whitney Rank Sum U-Test

Customers have become the lifeblood of any organization. Without customers, organizations would not exist let alone survive in this competitive global environment. Banks depend on sufficient and sustaining profitability to survive in the global business world. Customers are the source of banks’ profitability. By satisfying the customer, the bank is able to retain the customer and reap maximum benefits from the relationship which ultimately leads to higher profitability. Customer satisfaction has therefore evolved as a strategic business initiative which banks cannot ignore and retention of the bank customer has become one of the most important objectives of the overall marketing strategy of any bank. Customer satisfaction has been one of the main concerns of banks of late. This has been necessitated by the stiff competition in the banking industry. Banks are striving hard to offer quality services and products in a bid to maintain existing customers and woo new ones as well. Customers on the hand want the best value for their money so they are always coming around to get the best services

Analysis of E-CRM Services of Banks: from the View of Bankers

In this article the researcher has analyzed the E-CRM services of banks in Virudhunagar District in the point of view of employees. The main objective of the study is analyzing the opinion of bank employees about e-CRM services of banks in Virudhunagar District and also offers suitable suggestions on the basis of findings of the study. The data required for the study has been collected during the year 2014. This study is both descriptive and analytical in nature. This study covers both Primary data and Secondary data. The Primary data have been collected from 83 bank officials in Virudhunagar District with the help of pre–tested interview schedule and questionnaire respectively. The Secondary data have been collected from the records of banks, published books, journals, reports and circulars issued by the Reserve Bank of India, encyclopedia and through web sites. The researcher has used the percentage analysis throughout the report to express the opinion of the respondents and in order to test the opinion of the bank employees about the e-CRM services with the help of Kolmogorov Smirvo Test