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Permanent URI for this collectionhttps://dspace.psgrkcw.com/handle/123456789/182

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2011 - 20142

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Author: search.filters.author.Dr S, KavithaSubject: search.filters.subject.Customer Satisfaction

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    Influence of Demographic variables on Customer perception regarding e-banking – An empirical investigation
    (Issues in Information systems, 2011-01) Dr S, Kavitha; Dr A, Lakshmi
    Today banking industry has undergone a sea change. Bank employees need to provide quality information at the branch at his/her finger tips. It is also necessary that the information should be consistent with all branches and other direct access channels like ATM’s. Phone Banking, Mobile banking and Net banking throughout the country. The banking industry should always adapt to the new technology today and basically make the necessary adjustments to gain competitive advantage with other competing banks. E-banking is one such technology and the bank which implement this technology in their organization can definitely survive in this era of intense competition. The main objective of this study is to identify the overall satisfaction of customer regarding the e-banking transactions. The study also aims at knowing whether demographic variables of the respondents have influence on customer satisfaction on E-banking
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    Features determining success of e-CRM – An Empirical investigation in banks
    (Journal of International Academic Research for Multidisciplinary (JIARM), 2014-01) Dr S, Kavitha
    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.