Customer Retention and Profitability: CRM Environment

Customer Retention and Profitability: CRM Environment

Service Quality has emerged as a predominant determinant of customer satisfaction, which in turn affects customer retention and long term profitability. The implementation of Customer Relationship Management philosophy revolves around this customer-centric ity where 'Service Quality' is a...

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Veröffentlicht in:SCMS journal of Indian management 2011-04, Vol.8 (2), p.66
Hauptverfasser: Parida, Bivraj Bhusan, Baksi, Arup Kumar
Format: Artikel
Sprache:eng
Schlagworte:
Automation
Banking industry
Branch banking
Brand loyalty
Corporate profits
Correlation analysis
Costs
Customer relationship management
Customer retention
Customer satisfaction
Customer services
Electronic banking
Internal customers
Internet
Perceptions
Profitability
Quality of service
Questionnaires
Retail banking
Structural equation modeling
Studies
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Beschreibung
Zusammenfassung:Service Quality has emerged as a predominant determinant of customer satisfaction, which in turn affects customer retention and long term profitability. The implementation of Customer Relationship Management philosophy revolves around this customer-centric ity where 'Service Quality' is a critical component. Over the years the dimensions of service quality have changed and there are instances where the existing service quality dimensions, including their factor components, have partially or selectively merged to generate new dimensions. This study conducted on State bank of India (SBI) proposes some structural equation models (SEMs) to explore the relations hip between the State bank of India service quality, customer retention and profitability. [PUBLICATION ABSTRACT]
ISSN:0973-3167