LIST OF TABLES. Table No. Title Page No.
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1 LIST OF TABLES Table No. Title Page No. 1.1 Number of Banks in Salem District Number of bank Branches in Salem District Number of Sample Size in Customers and Bank Executives in Salem District Pilot Study Result Opinion on Frequency of Transaction Opinion on Banks Accounts Opinion on Types of Accounts Opinion on Overdraft Facility Opinion on credit Card Opinion on Amount spend on Credit Card Opinion on Shopping Payment Opinion on Internet Connection at Home Opinion on Use the Internet Opinion on Customer Interaction Programme Opinion on Feel about Customer Interaction Programme Opinion on CRM on increased Number of Customers Opinion on Customer Complaint Cell Opinion on Complaint Cell Functioning (i) Opinion on Deposit Cash (ii) Opinion on Withdrawal of Cash (iii) Opinion on Open a New Account (iv) Opinion on Bank Draft Encashment (v) Opinion on New Cheque Book (vi) Opinion on Issue a Bank Draft (vii) Opinion on Pass Book Entries (viii) Opinion on Lockers Facility (ix) Opinion on Gold Loan 110
2 (x) Opinion on Local Cheque (xi) Opinion on Outstation Cheque Opinion on Current Account Opinion on Demat Account Opinion on Fixed Deposits Opinion on Recurring Deposits Opinion on Insurance Schemes Opinion on Daily Saving Schemes Opinion on Marriage Saving Schemes Opinion on Minor Saving Schemes Opinion on Term Loan Opinion on Cash Credit Opinion on Overdraft Opinion on Discounting Bills Opinion on Letters of Credit Opinion on Housing Loan Opinion on Car Loan Opinion on Educational Loan Loans to Small Scale Industries Opinion on Loans to SHGs Loans to Self Employed Persons Opinion on Loans to Staff Members Opinion on Collection of Negotiable Instruments Opinion on Safe Deposit Vaults Opinion on Telephone Banking Opinion on Mobile Banking Opinion on Internet Banking Opinion on Multi City Cheque Facility Opinion on Multi City Banking 129
3 Opinion on Safe Deposit Locker Facility Opinion on Safe Custody Service Opinion on Automated Teller Machine-ATM Opinion on Cash tree ATM Network Opinion on Anytime Banking Opinion on Anywhere Banking Opinion on Door Step Banking Opinion on Credit Cards Opinion on Debit Cards Opinion on Gift Card Opinion on Merchant Bankers Opinion on Travelers Cheque Opinion on Gift Cheque Opinion on Demand Draft Opinion on Telegraphic Transfer Opinion on Electronic Fund Transfer Opinion on Real Time Gross Settlement Opinion on Foreign Exchange Services Opinion on Bank Assurance Opinion on Mutual Funds Opinion on Depository Services Opinion on E-payments Opinion on Nomination Facility Opinion on Online Railway Ticket Booking Opinion on Core Banking Services Opinion on I-banking Opinion on Portfolio Management One sample Statistics- Initial Strategies One Sample Statistics- CRM Maintances Strategies 150
4 4.2.3 One sample Statistics-Technology on CRM One sample Statistics- Customer Satisfaction One sample Statistics - Impact of CRM KMO and Bartlett's Test for Initial Strategies Communalities for Initial Strategies Total Variance Explained of Initial Strategies Rotated Component Matrix (a) of Initial Strategies KMO and Bartlett's Test for CRM Maintenances Strategies Communalities of CRM Maintenances Strategies Total Variance Explained of CRM Maintenances Strategies Rotated Component Matrix (a) of CRM Maintenances Strategies KMO and Bartlett's Test of Technology on CRM Communalities of Technology on CRM Total Variance Explained for Technology on CRM Rotated Component Matrix (a) of Technology on CRM KMO and Bartlett's Test of Customer Satisfaction Communalities of Customer Satisfaction Total Variance Explained of Customer Satisfaction Rotated Component Matrix (a) of Customer Satisfaction KMO and Bartlett's Test of Impact of CRM Communalities of Impact of CRM Total Variance Explained of Impact of CRM Rotated Component Matrix (a) of Impact of CRM Final Cluster of CRM Initial Strategies Number of Cases in each Cluster for Initial Strategies Final Cluster of CRM Maintenance Strategies Number of Cases in each Cluster for CRM maintenance Strategies Final Cluster of Technology on CRM Number of Cases in each Cluster for Technology on CRM Final Cluster of Customer Satisfaction 176
5 4.8.8 Number of Cases in each Cluster for Customer Satisfaction Final Cluster of Impact of CRM Number of Cases in each Cluster for Impact of CRM Age of the Respondents Gender of the Respondents Income of the Respondents Education of the Respondents Occupation of the Respondents Influence of Gender on the various factors of CRM Influence of Age on the various factors of CRM Influence of Educational Qualification on the various factors of CRM Influence of Occupation on the various factors of CRM Influence of Annual Income on the various factors of CRM Influence of Nature of Bank on the various factors of CRM Influence of Tenure of Account holding on the various factors of CRM One sample Statistics-CRM Maintenance One sample Statistic-Strategies for CRM One sample Statistics-Technology on CRM One sample Statistics-Impact of CRM Age of the Executives Gender of the Executives Marital Status of the Executives Education of the Executives Family Size of the Executives Income of the Executives Department of the Executives Experience of the Executives Opinion on Customer Interaction Programme Types of Interaction Programmes 221
6 Interaction Programmes CRM increased the Number of Customers (i) Opinion on CRM increased the Number of Customers Opinion on CRM Strategies Opinion on Customer Complaint Cell (i) Opinion on Functioning of Complaint Cell 224
7 LIST OF CHARTS Chart Page Title No. No. 4.1 Age of the Respondents Gender of the Respondents Income of the Respondents Education of the Respondents Occupation of the Respondents Age of the Executives Gender of the Executives Marital status of the Executives Education of the Executives Family size of the Executives 218 LIST OF FIGURE Figure Page Title No. No. 5.1 A CRM Model of Banking Industry in Salem District 226
8 LIST OF ABBREVIATIONS 1. CRM - Customer Relationship Management. 2. CEM - Customer Experience Management 3. MRP - Manufacturing Resources Planning 4. TQM - Total Quality Management 5. QFD - Quality Function Deployment 6. EDE - Electronic Data Exchange 7. BRP - Business Process Reengineering 8. ERP - Enterprise Resources Planning 9. SCM - Supply Chain Management 10. CRM - Customer Relationship Marketing 11. KM - Knowledge of management 12. SFA - Source Force Automation Software 13. TCE - Total Customer Experience 14. LCL - Lasting Customer Loyalty 15. RBI - Reserve Bank of India 16. HRM - Human Resources Management 17. EFA - Exploratory Factor Analysis 18. CFA - Confirmatory Factor Analysis 19. CRL - Customer Relationship Loyalty 20. ATM - Automatic Teller Machine 21. CMR - Customer Managed Relationship 22. CRP - Customer Relationship Perception 23. RMI - Relationship Marketing Instrument 24. INFinet - Indian Financial Network 25. IPSS - Integrated Payment and Settlement Systems 26. RTGS - Real Time Gross Settlement 27. SPNS - Shared Payment Network System 28. SOW - Statement of Work 29. KYC - Know Your Customer
9 30. EFT - Electronic Fund Transfer 31. SBI - State Bank of India 32. MAB - Minimum Average Balance 33. NEFT - National Electronic Funds Transfer 34. NSDL - National Securities Depository Limited 35. CDSL - Central Depository Services 36. E-Payment - Electronic Payment 37. I-banking - Internet Banking 38. PMS - Portfolio Management Services 39. HRP - Human Resources Policies 40. FUD - Fear, Uncertainty, Doubt 41. ANOVA - One Way Variance 42. SPSS - Statistical Package for Social Science 43. NCAER - National Council of Applied Economic Research 44. NIBM - National Institute of Business Management 45. ROI - Rate of Interest 46. ABC - Activity Based Costing 47. CGB - Customer Satisfaction Parameter 48. ICICI - Industrial Credit and Investment Corporation of India. 49. RMIS - Risk Management Information Systems 50. LPG - Liberalization, Privatization, Globalization 51. EFT - Electronic Fund Transfer 52. ECS - Electronic Clearing Systems 53. MICR Cheques - Magnetic Ink Character Recognition 54. SWIFT - Society for Worldwide Interbank Financial Telecommunication 55. LC - Letters of Credit 56. SHG - Self Help Group 57. WAP - Wireless Application Protocol
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