CUSTOMER RELATIONSHIP MANAGEMENT (CRM) IN THE PUBLIC AND PRIVATE SECTOR BANKS IN BIHAR: A COMPARATIVE STUDY

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dc.contributor.authorKumar, Indrajit
dc.contributor.authorShome, Mihir Kumar
dc.contributor.authorVerma, Jainendra Kumar
dc.contributor.authorKumar, Arun
dc.date.accessioned2024-01-21T10:57:45Z
dc.date.accessioned2024-08-14T08:48:51Z
dc.date.available2024-01-21T10:57:45Z
dc.date.available2024-08-14T08:48:51Z
dc.date.issued2021-12-27T00:00:00
dc.description.abstractCustomer relationship management (CRM) plays a crucial role in any organization because success or failure depends on a company�s relationship with its customers. The objective of this study is to see how CRM can play an important role in the public and private sector banks in Bihar, India. The sample for the study consists of 250 bank managers from both public and private sector banks in Bihar. A CRM questionnaire developed by the researchers was used to measure CRM in the banking sector. Data were analyzed using SPSS software. Inferential statistics including t-test and analysis of variance (ANOVA) were used to analyze the data. The t-test results show that both the public and private sector banks differ significantly in the variables of customer contact by phone/e-mail, customer care, and innovation and quality. The ANOVA results showed that the four groups (public sector males, public sector females, private sector males, and private sector females) differed significantly in the eight variables (commitment; citizenship behavior; customer contact by phone/e-mail; planning; improved retention & better targeting of new customers; top management support; innovation and quality; and technological readiness. � 2021 Conscientia Beam. All Rights Reserved.en_US
dc.identifier.doi10.18488/journal.11.2021.104.114.122
dc.identifier.issn23069856
dc.identifier.urihttp://10.2.3.109/handle/32116/4431
dc.identifier.urlhttps://archive.conscientiabeam.com/index.php/11/article/view/1096
dc.language.isoen_USen_US
dc.publisherConscientia Beamen_US
dc.subjectBanking sectoren_US
dc.subjectCustomer relationshipen_US
dc.subjectDescriptiveen_US
dc.subjectInferential statisticsen_US
dc.subjectManagement (CRM)en_US
dc.subjectPerceptionsen_US
dc.titleCUSTOMER RELATIONSHIP MANAGEMENT (CRM) IN THE PUBLIC AND PRIVATE SECTOR BANKS IN BIHAR: A COMPARATIVE STUDYen_US
dc.title.journalInternational Journal of Management and Sustainabilityen_US
dc.typeArticleen_US
dc.type.accesstypeOpen Accessen_US

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