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Impact of customer relationship management on customer satisfaction: a study of Nepalese commercial banks / Basant Shah
Title : Impact of customer relationship management on customer satisfaction: a study of Nepalese commercial banks Material Type: printed text Authors: Basant Shah, Author Publication Date: 2017 Pagination: 101p. Size: GRP/Thesis Accompanying material: 9/B Languages : English Descriptors: Customer satisfaction
Banks and bankingKeywords: 'behavior of the employees customer convenience customer relationship management' Class number: 658.812 Abstract: Banking industries are very competitive, and it is difficult for banks to provide unique banking services as required by clients. To overcome this challenge banks can benefit from superior customer relationship management, because the clients focus on the service aspect of the bank and the level of interaction when evaluating a service firm. Firm's and customer relationships in service industries are important as they influence the satisfaction of customer.
Customer relationship management has received much attention in both academy and practice areas in the last few decades. Over the last decadecustomer relationship managementbegan to dominate the banking field. Customer relationship management is concerned about building customer satisfaction and loyalty by providing value to all the parties involved in the relational exchanges as, customer satisfaction is the final goal of customer relationship management.
Business environments are characterized by increasingly saturated markets, caused by changes in the nature of competition and an ever-growing imperative to attain a comprehensive appreciation of customer needs. Matching the growing complexity of the business environment has led to an ever-more diversified and demanding customer base.
Customer relationship management is about managing customer knowledge to be understood and serve them and it is a multi-dimensional concept which places customers at the center of an organization where customer service is an important component of customer relationship management, however this notion is also concerned with coordinating customer relations across all business functions.
Customer loyalty is winning the confidence of the customers in favor of an organization such that the relationship becomes a win-win situation for both the organization as well as the customer. For this reason, it is pretty important in intensively competitive environment to be in regular contact with the customers and to follow the changes in them closely.
The major purpose of this study is to analyze the impact of customer relationship management on customer satisfaction in Nepalese commercial banks.This study includes 20 commercial banks within Kathmandu valley. Total number of observation for the study consists of 180 respondents for analyzing the relationship between the CRM practices and customer satisfaction. For the selection of the sample respondent, convenience sampling has been used.
The result shows that service quality is positively correlated tocustomer satisfaction. It means that higher the level of service quality, higher would becustomer satisfaction. Similarly, behavior of the employee is positively related to customer satisfaction. It indicates that better the behavior of the employee, higher would be the customer satisfaction. Likewise, customer convenience is positively related to customer satisfaction, which indicates thathigher the feel of convenient services, higher would be the customer satisfaction. Also, the result shows that pricing is positively correlated tocustomer satisfaction. It means that better the fair pricing policy, higher would be the customer satisfaction. Similarly, offers and benefits is positively correlated to customer satisfaction. It means that higher the level of offers and benefits,higher would be the customer satisfaction.
The regression results show that beta coefficient of service quality ispositive. It indicates that higher the level of service quality, higher would be the customer satisfaction. The beta coefficient for behaviour of the employee is positive with customer satisfaction.This indicate that better the behavior of the employee, higher would be the customer satisfaction. Likewise, the result shows that beta coefficient for customer convenience is positive. This indicate that higher the feel of convenient services, higher would be customer satisfaction. Likewise, the results show that beta coefficient for pricing is also positive. It indicated that higher the fair pricing policies for the customers, higher would be the customer satisfaction. Similarly the beta coefficient for offers and benefits is positive. It indicate that higher the level of offers and benefits, higher would be the customer satisfaction.
Impact of customer relationship management on customer satisfaction: a study of Nepalese commercial banks [printed text] / Basant Shah, Author . - 2017 . - 101p. ; GRP/Thesis + 9/B.
Languages : English
Descriptors: Customer satisfaction
Banks and bankingKeywords: 'behavior of the employees customer convenience customer relationship management' Class number: 658.812 Abstract: Banking industries are very competitive, and it is difficult for banks to provide unique banking services as required by clients. To overcome this challenge banks can benefit from superior customer relationship management, because the clients focus on the service aspect of the bank and the level of interaction when evaluating a service firm. Firm's and customer relationships in service industries are important as they influence the satisfaction of customer.
Customer relationship management has received much attention in both academy and practice areas in the last few decades. Over the last decadecustomer relationship managementbegan to dominate the banking field. Customer relationship management is concerned about building customer satisfaction and loyalty by providing value to all the parties involved in the relational exchanges as, customer satisfaction is the final goal of customer relationship management.
Business environments are characterized by increasingly saturated markets, caused by changes in the nature of competition and an ever-growing imperative to attain a comprehensive appreciation of customer needs. Matching the growing complexity of the business environment has led to an ever-more diversified and demanding customer base.
Customer relationship management is about managing customer knowledge to be understood and serve them and it is a multi-dimensional concept which places customers at the center of an organization where customer service is an important component of customer relationship management, however this notion is also concerned with coordinating customer relations across all business functions.
Customer loyalty is winning the confidence of the customers in favor of an organization such that the relationship becomes a win-win situation for both the organization as well as the customer. For this reason, it is pretty important in intensively competitive environment to be in regular contact with the customers and to follow the changes in them closely.
The major purpose of this study is to analyze the impact of customer relationship management on customer satisfaction in Nepalese commercial banks.This study includes 20 commercial banks within Kathmandu valley. Total number of observation for the study consists of 180 respondents for analyzing the relationship between the CRM practices and customer satisfaction. For the selection of the sample respondent, convenience sampling has been used.
The result shows that service quality is positively correlated tocustomer satisfaction. It means that higher the level of service quality, higher would becustomer satisfaction. Similarly, behavior of the employee is positively related to customer satisfaction. It indicates that better the behavior of the employee, higher would be the customer satisfaction. Likewise, customer convenience is positively related to customer satisfaction, which indicates thathigher the feel of convenient services, higher would be the customer satisfaction. Also, the result shows that pricing is positively correlated tocustomer satisfaction. It means that better the fair pricing policy, higher would be the customer satisfaction. Similarly, offers and benefits is positively correlated to customer satisfaction. It means that higher the level of offers and benefits,higher would be the customer satisfaction.
The regression results show that beta coefficient of service quality ispositive. It indicates that higher the level of service quality, higher would be the customer satisfaction. The beta coefficient for behaviour of the employee is positive with customer satisfaction.This indicate that better the behavior of the employee, higher would be the customer satisfaction. Likewise, the result shows that beta coefficient for customer convenience is positive. This indicate that higher the feel of convenient services, higher would be customer satisfaction. Likewise, the results show that beta coefficient for pricing is also positive. It indicated that higher the fair pricing policies for the customers, higher would be the customer satisfaction. Similarly the beta coefficient for offers and benefits is positive. It indicate that higher the level of offers and benefits, higher would be the customer satisfaction.
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Barcode Call number Media type Location Section Status 379/D 658.812 SHA Thesis/Dissertation Uniglobe Library Technology Available Impact of customer relationship management on customer satisfaction of Nepalese commercial banks / Ranjeeta Khadka
Title : Impact of customer relationship management on customer satisfaction of Nepalese commercial banks Material Type: printed text Authors: Ranjeeta Khadka, Author Publication Date: 2015 Pagination: 81p. Size: GRP/Thesis Accompanying material: 5/B General note: Including bibilography Languages : English Descriptors: Customer satisfaction
Banks
Banks and banking
Service qualityKeywords: 'behavior of the employees customer convenience customer relationship management' Class number: 658.812 Impact of customer relationship management on customer satisfaction of Nepalese commercial banks [printed text] / Ranjeeta Khadka, Author . - 2015 . - 81p. ; GRP/Thesis + 5/B.
Including bibilography
Languages : English
Descriptors: Customer satisfaction
Banks
Banks and banking
Service qualityKeywords: 'behavior of the employees customer convenience customer relationship management' Class number: 658.812 Hold
Place a hold on this item
Copies
Barcode Call number Media type Location Section Status 103/D 658.812 KHA Thesis/Dissertation Uniglobe Library Technology Available