A Study on Customer Relationship Management Practices Followed by State Bank of India Branches with Special Reference to Virudhunagar

Abstract

The purpose of this study was to examine the various facets of customer relationship management practices adopted by SBI in Virudhunagar. The research design in this study will consist of exploratory research whereby different aspects with regards to CRM in the SBI have been extracted from existing studies and tested on a sample of customers. This study examined demographic profile of customers, customer awareness on CRM policies, customer perception on CRM practices, and role of E-CRM measures of SBI in customer satisfaction. This study utilized 100 samples in various branches in SBI in Virudhunagar. The data for the study have been collected through questionnaire. The statistical tools like simple percentage, chi-square, t-test, was used in this study. This study revealed that the customer relationship management practices followed in SBI is satisfactory to the customers.