Relqual: A Tool to Measure Customer Relationship Quality in Banks

Abstract

Relationships are the essence of life. It is difficult to think about any society or organization to survive without relationships. Organizations are realizing the importance of the vital role played by relationships in achieving and maintaining the cutting edge at the market place. The present study focuses to develop a simple tool to measure customer relationship quality in Banks especially Public, Private and New private Sector banks. The study infers that even though the Public Sector banks are doing more business, it is comparatively week in customer Relationship management, they are lacking behind the other two groups of banks.