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Customer satisfaction towards CRM practices in State Bank of India with reference to Sivakasi town, Tamil Nadu, India

Author Affiliations

  • 1Department of Corporate Secretaryship, Ayya Nadar Janaki Ammal College, Sivakasi, Tamil Nadu, India
  • 2Department of Commerce, Ambai Arts College, Ambasamudram, India
  • 3Post Graduate and Research Department of Commerce, Ayya Nadar Janaki Ammal College, Sivakasi, Tamil Nadu, India
  • 4Department of Corporate Secretaryship, Ayya Nadar Janaki Ammal College, Sivakasi, Tamil Nadu, India

Res. J. Management Sci., Volume 6, Issue (3), Pages 13-23, March,6 (2017)


CRM is one of the significant strategies that can be employed by organization to develop competitive lead. Customer service management is a key component of business today. The rationale of this study was to examine the various facets of customer relationship management practices adopted by State Bank of India in Sivakasi. The research aim in this study has consist of investigative research whereby diverse aspects with regards to CRM in the State bank of India have been exposed from existing studies and tested on a sample of customers selection through convenient sampling technique. This study examined demographic profile of customers, opinion of customer’s satisfaction. This study utilized 100 samples in SBI customers in Sivakasi. The data for the study have been collected during interview schedule. The statistical tools like simple percentage, chi-square and Kruskal Wallis test was used in this study. This study revealed that the customer relationship management practices followed in State bank of India is satisfactory to the customers.


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