RESEARCH PROJECT REPORT

ON
CUSTOMER RELATIONSHIP MANAGEMENT (CRM)
IN PUBLIC &PRIVATE SECTOR BANK
IN MEERUT DISTRICT

Submitted by: Submitted to:

Himanshi saxena Ms. Sarika
B.com (Hons.)(Asstt. Professor)
III Year AVGSIMC

ACHARYA VISHNU GUPT SUBHARTI COLLEGE OF

MANAGEMENT & COMMERCE
SWAMI VIVEKANAND SUBHARTI UNIVERSITY

i
CONTENTS

(iii)………………………………………………………………… Certificate
(iv) …………………………………………………………………Declaration
(v) ………………………………………………………………...Abstract
(vi) …………………………………………………………………Acknowledgement
1. Introduction……………………………………………… ……..7
a) Bank customer relationship
b) Classification of relationship
c) Meaning ( CRM )

2. Concept ofCustomer Relationship

Management………………………………………………………….23

3. Overview of BankingIndustry……………………………27
a. Axis Bank
b. HDFC Bank
c. Punjab NationalBank
d. State Bank of India

4. Literature Review……………………………………………… 41

5. ResearchProblem……………………………………………… 50

6. Relevance of theStudy……………………………………….51

7. Objectives of theStudy………………………………… …….52

8. Hypotheses………………………………………………….…….53

ii
9. ResearchMethodology……………………………………56
a. ResearchDesign…………………………………….
b. Universe………………………………………………..
c. SamplingMethod…………………………………..
d. SampleUnit…………………………………………..
e. SamplingFrame……………………………………
f. DataCollection………………………………………
g. Analysis ofData……………………………………..

10. Responses of Questionnaire ………………………………62

11. Limitation of study…………………………………..………..... 82

12. Finding of the study…………………………………………...83

13. Scope of study………………………………………… 84

14. Suggestion based on study………………………. 85

15. Conclusion………………………………………………. 86

16. Questionnaire………………………………………… 87

17. Bibliography…………………………………………… 93

18. Webography…………………………………………………95

19. References………………………………………………………..96

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CERTIFICATE

Ms.HIMANSHI SAXENA roll no. 60192is a student of B.COM (HONS.)

Shehave successfully submitted Hertitled CRM IN PUBLIC &PRIVATE

SECTOR BANK to the Department for evaluation.

MS. SARIKA

(Asstt. Professor)

AVGSIMC

iv
DECLERATION

I herewith declare that the project work entitled “CRM publicly &
personal SECTOR BANKS”submitted to Hindoo VIVEKANAND
SUBHARTI UNIVERSITY,is a record of an inspired work done by
American state underneath the steerage of MS. SARIKA, Asst.
academician of ACHARYA Hindu deity GUPT SUBHARTI
INSTITUTE OF MANAGEMENT &COMMERCE;, this abstract
report work is submitted within the partial fulfillment of the necessities
for the award of the degree of B.COM (HONOURS) in banking.

It’s supported my original study & has been submitted earlier for
award of any degree or to any establishment or university.

The work of alternative authors, whenever used has been

acknowledgement at applicable places.

______________________

PLACE: MEERUT CANDIDATE SIGNATURE

DATE: 25/03/2019 NAME: HIMANSHI SAXENA

ROLL NO. : 60192COURSE: B.COM(HONS.)

v
ABSTRACT

Banking sector is one in every of the quickest growing sectors and been
one of the foremost most popular avenues of employment in Republic of
India. Today’s banking sector is changing into additional advanced.

Further, most of the leading Indian banks are going world, fitting offices in
foreign countries, by themselves or through their subsidiaries.
Evaluating Indian banking sector performance isn't a simple task. There are
multiple factors to be thought of, whereas differentiating sensible banks
from dangerous ones.
To evaluate the performance of banking sector the artiodactyl mammal
model has been used that measures the performance of banks from every of
the necessary parameter like Capital Adequacy, Assets Quality,
Management potency, Earning Quality and Liquidity.

After deciding the model, the performance of forty two public and personal
sector nationalized banks is evaluated over a amount of 5 years (2009-
2013). in line with the importance of study every parameter is given equal
weights.
Results shown that on a median bank of Republic of India &
geographic area full service bank was at the highest most position followed
by bank of Baroda and Allahabad bank. it's additionally ascertained that
financial organisation of Republic of India was at the lowest most position.

Keywords: artiodactyl mammal approach, public and personal sector

banks

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ACKNOWLEGEMENT

“One pays back the load of gold, however one dies forever in debt to those
that were kind and helpful”
I have taken efforts during this client RELATIONSHIP BETWEEN
BANKER AND client (in non-public & public banks)However, it
might not are potential while not the type support and facilitate of the many
people and organizations. i might wish to extend my sincere because of all
of them.
Firstly I categorical my feeling to faculty member. (Dr.) A.K. TYAGI and
the project
Coordinator Prof. (Ms.) Sarika for their support.

I would wish to convey my project guide Prof. (Ms.) Sarika forgiving

Maine this and guiding me throughout my work patiently. She has taken
pain to travel through my project and build necessary corrections as and
once required. while not her steering and protracted efforts this project
wouldn't are potential.
I extend my thankfulness to my institute’s library and its members for his
or her support and devout because of all the school members of the faculty.
I additionally heartily convey the bank managers of all banks that used for
this study & amp; all branches also of MEERUT CITY for providing time
and knowledge required by Maine to create this project a much better one.
Last however not the smallest amount i might wish to convey my family
and my well-wishers. while not you all this project would are an overseas
reality.

vii
 INTRODUCTION

o The CRM Practices In Banks:

Relationship between client and banker; Depends on the activities

merchandise or services provided by bank to its customers.Therefore
the connection between a banker and client is that the transactional
relationship. Bank’s business depends abundant on the sturdy
bondage with the client. “Trust” plays a crucial role in building
healthy relationship between a banker and client.

In India, banking services are enjoying vital role within the completely
different dimensions of the economy. Banking organizations are
rendering their money services in several fields like education,
telecom, real state, medical, hotels, restaurant, transportation,
particularly in wholesale & retail trade.

Indian banking was started in Gregorian calendar month 1806 as Bank

of city existing as largest bank specifically depository financial
institution of Asian nation. bank of Asian nation was established in
1935 as financial institution to control the industry in India. Indian
government nationalizes fourteen banks in 1969 and half dozen
banks in 1980.

Now days, Indian banks are providing money services in several

constituents of economy to accelerate the expansion of development.
Deposits, loans, cash transferring etc. services are provided by Indian
banks.To make easier cheaper and quicker banking services, all the
banks are applying advanced telecommunication or electronic/ net
facilities and will increase level of customers’ satisfaction.

Customers’ satisfaction in Indian banks rely upon the varied factors like
8
 availableness of tangibles, reliableness of services, assurance of
services, responsiveness or temperament and sympathy of workers to
serve to the purchasers.
Customers’ satisfaction can retain the prevailing workers and tries to
draw in new customers and ultimately leading to improvement of
profit and sound money position. Customers satisfaction is that the
main issue and to blame for the expansion of any service sector and
same applicable in banking sector.

Profitability is that the relative measuring and measures the earning

capability of a company. money position reveals the financial
soundness of the priority. Growth of a company or company is rely
upon the multiplied turnover that is driven by customer’s satisfaction.
So, indirectly customer’s satisfaction will increase profit and
improves the money soundness of any organization.

THE BANKING laws ACT (B R ACT) 1949 doesn't outline the term
‘BANKER’ however defines what banking is? As per Sec.5 (b) of the B
R Act “BANKINGmeans acceptive, for the aim of loaning or
investment, of deposits of cash from the general public due on
demand or otherwise and withdraw "

a) Accepts deposits from public.

b) Lends or

c) Invests the cash so deposits.

d) permits withdrawals of deposits on demand or by the other means

that.

o KYC Policy In Banks :

9
It is banks right to open AN account. bank of Asian nation has stipulated
bound norms “Know Your Customer” (KYC) tips for gap account and
banks need to strictly follow them. additionally to the activities
mentioned in Sec.5 (b) of B R Act, banks can even do activities
mentioned in Sec. half dozen of the Act.

Know your client, or else referred to as understand your shopper or just

KYC is that the method of a business substantiative the identity of its
shoppers and assessing their quality, at the side of the potential risks
of misbr intentions towards the account.

The term is additionally wont to see the bank laws and anti-money wash
regulations that govern these activities. understand your client
processes are used by corporations of all sizes for the aim of making
certain their projected customers, agents, consultants, or distributors
are anti-bribery compliant.

Banks, insurers, export creditors and different money establishments

are progressively hard-to-please that customers offer elaborate due
diligenceinformation.
The objective of KYC tips is to stop banks from being employed, by
design or accidentally, by criminal parts for concealing activities.
connected procedures additionally alter banks to raised perceive
their customers and their money dealings. This helps them manage
their risks in a very well-judged manner. these days not solely the
banks however additionally completely different on-line businesses
will implement KYC.
they typically frame their KYC policies incorporating the subsequent
four key elements:-
1. client Acceptance Policy;
2. client Identification Procedures;
3. observation Of Transactions And;
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4. Risk Management.

The demanding restrictive atmosphere establishes KYC as a compulsory

and crucial procedure for money establishments. because it
minimizes the chance of fraud, by distinguishing suspicious parts
earlier on within the client-business relationship lifecycle. For the
needs of a KYC policy, a customer/user could also be outlined as:
an individual or entity that maintains AN account and/or encompasses
a account with the bank;
one on whose behalf the account is maintained (i.e. the useful owner);
beneficiaries of transactions conducted by skilled intermediaries like
stockbrokers, leased Accountants, or solicitors, as permissible
underneath the law; or
a person or entity connected with a money dealings which might
cause vital reputational or different risks to the bank.

o Relationship Between Banker And client :

Before we tend to take up relationship that exists between a banker and

his client, allow us to perceive the definitions of the term banker and
client. The definition of the business of banking and an oversized
range of activities permissible for banks are given within the Banking
Regulation Act 1949.The relationship between a banker and his client
depends upon the character of service provided by a banker.

The term client of a bank isn't outlined by law. Ordinarily, an individual

WHO has AN account in a very bank is taken into account its client.
Banking consultants and legal judgment within the past, however,
wont to qualify this statement by birthing stress on the amount that
such account had truly been maintained with the bank.

in step with SIR JOHN PAGET’S read ―to represent a client there should
be some recognizable course or habit of dealing within the nature of
11
 normal banking business.

In terms of Sec.131 Act, once a banker receives payment of a crossed

cheque in honestness and while not negligence for a client, the bank
doesn't incur any liability to verity owner of the cheque by reason
solely of getting received such payment. It clearly means to become a
client account relationship is should. Account relationship could be a
written agreement relationship.

it's typically believed that somebody or a company, that conducts

banking transactions with a bank, is that the client of bank. However,
there are several persons WHO do utilize services of banks, however
don't maintain any account with the bank.

Thus bank customers is categorised in to four broad classes as under:

• those that maintain account relationship with banks i.e. existing client.
• those that had account relationship with bank i.e. Former
Customers.
• those that don't maintain any account relationship with the bank
however often visit branch of a bank for availing banking facilities
like for getting a draft, encashing a cheque, etc. Technically they're not
customers, as they are doing not maintain any account with the bank
branch.

This definition of a client of a bank lays stress on the period of the

dealing between the banker and therefore the customer and is,
therefore, known as the period theory. in step with this read purpose,
12
 an individual doesn't become a client of the banker on the gap of AN
account; he should are aware of agitate the banker before he's
selected as a customer.

The word ‘CUSTOMER’ has been derived from the word ‘CUSTOM’,
which implies a ‘habit or tendency’ hurly burly bound things in a very
regular or a specific manner’s.

In terms of Sec.131 of legal document Act, once a banker receives

payment of a crossed cheque in honestness and while not negligence
for a client, the bank doesn't incur any liability to verity owner of the
cheque by reason solely of getting received such payment. It clearly
means to become a client account relationship is should. Account
relationship could be a written agreement relationship.

BANKER-CUSTOMER RELATIONSHIP

Banking could be a trust-based relationship. There are varied varieties

of relationship between the bank and therefore the client. the
connection between a banker and a client depends on the kind of
dealings. therefore the connection is predicated on contract, and on
bound terms and conditions.

The general relationship between banker and client is that of debtors

and creditors in step with the state of the customer‘s account i.e.
whether or not the balance within the account is credit or debit,
however there are bound extra obligations to be borne in mind and
these distinguish the connection type that of the conventional debtors
and creditors.

additionally to his primary functions, a banker renders variety of

13
 services to his client. Bankers additionally act as AN agent or trustee
of his client if the latter entrusts the previous with agency or trust
work. In such cases, the banker acts as a person, agent and a trustee
at the same time however in respect to the desired business

These relationships confer bound rights and obligations each on the a

part of the banker and on the client. However, the private relationship
between the bank and its customers is that the long lasting
relationship.

CLASSIFICATION OF RELATIONSHIP

The relationship between a bank and its customers is generally

categorised in to GENERAL RELATIONSHIP AND SPECIAL
RELATIONSHIP.

If we glance at Sec 5(b) of Banking Regulation Act, we'd notice that

bank’s business hovers around acceptive of deposits for the needs of
loaning.Thus the relationships arising out of those 2 main activities
are referred to as General Relationship.

xo GENERAL RELATIONSHIP

1.DEBTOR – CREDITOR:

When a 'customer' opens AN account with a bank, he fills in and signs

the account gap type. By language the shape he enters into AN
agreement/contract with the bank.
once client deposits cash in his account the bank becomes a person of
the customer and customer a mortal. the cash therefore deposited by
client becomes bank’s property and bank encompasses a right to use
the money because it likes.
14
The bank isn't certain to inform the investor the style of utilization of
funds deposited by him. Bank doesn't offer any security to the
investor i.e. debtor. The bank has borrowed cash and it's only the
investor demands, banker pays. Bank’s position is sort of completely
different from traditional debtors.
The person should follow the terms and conditions of bank aforesaid to
own been mentioned within the account gap type. within the past
whereas gap account a number of the banks had the follow of giving a
written broadside containing the terms and conditions of account at
the side of the account open type.

This follow has since been discontinued . For convenience and

knowledge of prospective customers some banks have uploaded the
account gap type, terms and conditions for gap account, rate charge in
respect of varied services provided by the bank etc., on their site.
The resources mobilized by banks are used for loaning operations.

In the case of any loan/advances account, the banker is that the mortal
and therefore the client is the person. the connection within the 1st
case once person deposits cash with the bank reverses when he
borrows money from the bank.

In addition to gap of a deposit/loan account banks offer style of services,

that makes the connection a lot of wide and sophisticated.

15
2. agent – BAILOR:

CONCEPT
OF
CUSTOMER RELATIONSHIP MANAGEMENT

Customer Relationship Management could be a method or methodology

wont to learn a lot of regarding customers' desires and behaviors so
as to develop stronger relationships with them. There are several
technological parts to client relationship management, however
pondering client relationship management in primarily technological
terms could be a mistake. The a lot of helpful thanks to trust client
relationship management is as a method that may facilitate pile up
several items of knowledge about customers, sales, promoting
effectiveness, responsiveness and market trends.

Fox and place (2001) prospering client relationship management

focuses on understanding the requirements and needs of the
purchasers and is achieved by putting these needs at the guts of the
business by integration them with the organization’s strategy, people,
technology and business processes.

The client Relationship Management method is one amongst the a lot of

vital topics within the world of business. Its impact and measuring
merely can not be denied.

while not correct client relationship management there's no thanks to

attract and keep customers to your business and it'll be unsuccessful
as a result. the method encompasses a few steps involved:–

16
• Establishing client relationship management goals,
• Educating different departments,
• grouping client info,
• planning the information model,
• vender study ,
• choosing the client relationship management answer,
• Establishing authority and responsibility,
• Pilot comes,
• Communication with customers through spam ,
• email correspondence etc.,
• client surveys,
• client satisfaction program,
• assortment of client info,
• Provision of client info to workers,
• Usage of client info within the business activities,
• Feedback,
• Analyze,
• Documenting a brand new method,
• Implementing final methodology.
Banker ANd client have a legal binding once they enter into an
agreement. This binding arises from Brobdingnagian types of services
provided by banks to depositors further as borrowers. every service
provided concerns a written agreement relationship.
There are bound terms and conditions that are applicable to each
parties- client and banker:-
• Such relationship is written agreement in nature and supported the
customs and usages of bankers. Courts in Asian nation have
recognized a number of these customs and usages. This makes the
connection as understood terms of contract.
• The terribly nature of contract between client and banker revolves
around 3 vital aspects

17
 (i) There are each understood and specific terms within the agreement
(ii) Duties owed by the bank towards the client, and
(iii) Duties owed by client towards bank.
• Besides the on top of, bank might have bound common law duty of
care. per se these duties might vary with the kind of relationship
between banker and client and therefore the nature of
activities/services availed from bank or provided by bank from time
to time.
• In follow besides legal relationship (financial relationship), bank
enters into AN emotional and social relationship with its customers.
• Such a relationship is generally long lasting however at an equivalent
time risk borne. Therefore, we must always get in the small print of
the client before participating during this banker and customer
relationship.
• Today’s business additionally demands that business of banking is to
draw in, acquire and retain right clients that makes it vital that we
must always perceive customer higher and thru understand Your
client (KYC) tips realize right and appropriate customer for extended
relationship.
• so as to grasp the connection, we've to grasp the definition of client
and banker.
o client relationship management ends up in the subsequent benefits:
a) offer higher customerservice
b) Increase customerrevenues
c) Discover newcustomers
d) Cross sell/Up Sell merchandise moreeffectively
e) facilitate staff shut dealsfaster
f) build decision centers moreefficient
g) change promoting and salesprocesses
 CRM IN BANKING:-

18
19
OVERVIEW OF BANKING INDUSTRY

For centuries banks have compete a crucial role in national economy of the
country. The important role continues even nowadays though the shape of
banking has modified today with dynamic want of the economy and people.
With growth of trade and commerce, the construct of banking gained
importance. The banking transcended from people to teams and later
tocompanies.

During the Mughal time the native bankers compete a really necessary role in
loaning cash and funding foreign interchange Asian nation. throughout
British rule the agency homes carried on the banking business. The industry
in Asian nation has 3 tiers. There are regular business banks; the regional
rural banks; and therefore the cooperative banks.
• within the organized section, industry occupies a crucial place in nation’s
economy.
• It plays a polar role within the economic development of a rustic and forms
the core of the cash market in a sophisticated country.
• The business banks in Asian nation comprise of each Public sector still as
non-public sector banks.
• There are total twenty eight Public sector and twenty seven non-public
sector banks are functioning within the country presently.
• Banks got to traumatize clients|many purchasers|many shoppers} on a daily
basis and render numerous kinds of services to its customer.

20
 OVERVIEW
OF
SOME
PUBLIC AND PRIVATE BANKS
IN
INDIA

21
 AXIS BANK

Axis Bank restricted, once UTI Bank, may be a monetary services firm that
had begun operations in 1994, once the govt of Asian country allowed new
personal banks to be established.

The bank modified its name to Axis Bank in Apr 2007 to avoid confusion with
alternative unrelated entities with similar name. The Bank's Registered
workplace is at Ahmedabad and its business office is found at urban center.
At the tip of Sep 2010, The Bank contains a terribly wide network of over
1281 branches and Extension Counters (as on thirty first Gregorian calendar
month, 2010).The Bank contains a network of over 5303 ATMs (as on thirty
first Gregorian calendar month, 2010).

Axis Bank one in every of the biggest personal sector financer in Asian
country for Agriculture loans ace Retail Agriculture, artifact & company
Agriculture.

UTI Bank opened its registered workplace in Ahmedabad and company

Officein urban center in Gregorian calendar month 1993.
The first branch was inaugurated on two Apr 1994 in AhmedabadBy
Dr. Man Mohan Singh, the then minister of Asian country.
UTI Bank began its operations in 1993, once the govt of allowed new personal
banks to be established.
The Bank was promoted in 1993 together by the Administrator of the:

• fund of Asian country (UTI),

• insurance Corporation of Asian country (LIC),
• General Insurance Corporation,(GIC)
22
• social insurance Company,(NIC)
• The New Asian country Assurance Company,
• The Oriental Insurance Corporation and
• United Asian country nondepository financial institution.

But the banking company of Asian country (RBI) withheld approval and zilch
came of this.
In 2015, Axis Bank opens its representative workplace in Dacca.
The bank has over fifty,000 staff (as of thirty one March 2016). The bank
incurred ₹26.7 billion (US$370 million) on worker edges throughout the FY
2012–13. the typical age of Associate in Nursing Axis Bank worker is twenty
nine years. The rate of attrition in Axis Bank is or so September 11 each year.

FIG.1HEAD OFFICE AXIS BANK (MUMBAI)

23
 HDFC BANK

Housing Development Finance Corporation restricted, additional

popularly called HDFC Bank Ltd, was established within the year 1994,
as a section of the easing of the Asian countryn industry by banking
company of India (RBI). it absolutely was one amongst the primary
banks to receive AN 'in principle' approval from tally, for fitting a bank
within the personal sector.

HDFC Bank caters to a large vary of banking services covering

industrial and investment banking on the wholesale facet and
transactional / branch banking on the retail side.

It has 88,253 permanent staff as of thirty one March 2018&has; a

presence in Bahrain, city and metropolis.
HDFC Bank is India’s largest personal sector investor by assets. it's the
most important bank in Asian country by capitalisation as of Feb 2016.
it absolutely was hierarchical 69th in 2016 Brands high one hundred
most useful world Brands.

24
PUNJAB commercial bank (PNB)

Established in 1895 in urban center, geographic area commercial bank

is one amongst of} the oldest banks in Asian country having a virtual
presence in every necessary center of the country. The bank has over
thirty five million customers through 4540 offices together with 421
extension counters, out of that 2/3 of its branches in rural and semi-
rural areas-the largest among nationalized banks, that makes it get
pleasure from one amongst the best penetration rates of banking
activities within the country.

It holds the excellence of being the primary Indian bank to own been
started entirely with capital of India. In 1969, it absolutely was
nationalized by the govt. of Asian country together with thirteen
different banks.
It is the second largest government-owned full service bank in Asian
country. geographic area commercial bank has one amongst the most
important branch networks in Asian country.

Bank caters to a large form of audience through spectrum of services

together with company and private banking, industrial finance,
agricultural finance and international finance. geographic area
commercial bank (PNB) is AN Indian international banking and
monetary services company.
It is a state-owned corporation based mostly in national capital, India.
The bank was supported in 1894.
PNB incorporates a banking subsidiary within the United Kingdom
(PNB International Bank, with seven branches within the UK), also as
branches in city, Kowloon, Dubai, and Kabul.
it's representative offices in city (Kazakhstan), metropolis (United
Arab Emirates), Shanghai (China), Oslo(Norway), and state capital
(Australia).

25
In Bhutan it owns fifty one of Druk PNB Bank, that has 5 branches. In
Asian country PNB owns 2 hundredth of Mt. Everest Bank restricted,
that has fifty branches. Lastly, PNB owns eighty four of JSC (SB) PNB
Bank in Kazakstan, that has four branches.
Punjab commercial bank could be a PSU operating below Central
Government of Asian country regulated by banking company of India
Act, 1934 and Banking Regulation Act, 1949.
Punjab commercial bank was registered on nineteen could 1894 below
the Indian firms Act, with its workplace in Anarkali Bazaar, Lahore, in
contemporary Asian country. The creation board was drawn from
completely different components of Asian country avowal different
faiths and of variable back-ground with, the common objective of
making a very commercial bank that might any the economic interest
of the country.
PNB has the excellence of being the primary Indian bank to own been
started entirely with capital of India that has survived to the current.
PNB has had the privilege of maintaining accounts of national leaders
like nationalist leader, Jawaharlal Nehru, Lal Bahadur Shastri, solon,
also because the account of the far-famed Jalianwala Bagh Committee.

As on thirty one March 2015, the bank had sixty eight,290 staff. As of
thirty one March 2013, it conjointly had 919 staff with disabilities on
constant date (1.45%). the common age of bank staff on constant date
was forty six years. The bank rumored business of authority eleven.65
crores per worker and net income of authority eight.06 lakhs per
worker throughout the FY 2012-13. the corporate incurred authority
five,751 crores towards worker profit expenses throughout constant
yr.

As of thirty one March 2019, the bank has over one hundred ten
million customers, 7001 branches (7,000 as on second Gregorian
calendar month, 2018) and 10681 ATMs across 764 cities. On one
Gregorian calendar month 1955, the Imperial Bank of Asian country
26
became the depository financial institution of India. In 2008, the govt.
of Asian country noninheritable the banking company of India's stake
in SBI therefore on take away any conflict of interest as a result of the
tally is that the country's banking administrative unit.
In 1959, the govt. passed the depository financial institution of Asian
country (Subsidiary Banks) Act.
This was at the time of the primary 5 Year arrange, that prioritized the
event of rural Asian country. the govt. integrated these banks into the
depository financial institution of Asian country system to expand its
rural reach. In 1963 SBI integrated depository financial institution of
Jaipur (est. 1943) and depository financial institution of Bikaner
(est.1944). On fifteen Feb 2017, the Union cupboard approved the
merger of 5 associate banks with SBI. What was unmarked, however,
were completely different pension liability provisions and accounting
policies for dangerous loans, supported regional risks.

The share of Officers, Associates and Sub-staff was thirty eight.6%,

44.3% and 16.9% severally on constant date. Around 13,000 staff have
joined the Bank in FY 2016–17. every worker contributed a net income
of ₹511,000 (US$7,100) throughout FY 2016–17.
SBI provides a variety of banking product through its network of
branches in Asian country and overseas, together with product aimed
toward non-resident Indians (NRIs). SBI has sixteen regional hubs and
fifty seven zonal offices that are set at necessary cities throughout
Asian country.
SBI has over 24000 branches in Asian country. within the yr 2012–13,
its revenue was ₹2.005 trillion (US$28 billion), out of that domestic
operations contributed to ninety five.35% of revenue. Similarly,
domestic operations contributed to eighty eight.37% of total profits for
constant yr.

27
 LITERATURE REVIEW

JOSEPH M. ET AL (1999)-The study investigates role of technology on

Australian banking sector and three hundred customers were
surveyed. The findings prompt that except from convenience/accuracy
and potency e banking services failed to match with importance rating
such by customers.

LASSAR, ET AL (2000)-The study compared 2 models, that is ,

SERVQUAL and technical/functional quality model of technology
mistreatment sixty five bank customers using SERPERF SCALE. The
findings discovered that technical/functional quality model was higher
than SERVQUAL as a result of latter was lacking technical dimensions.
a pair of models were having distinct and distinctive strength for
mensuration service quality aspects.

BAHIA, K AND J NANTEL (2000) - The paper prompt an alternate scale

for mensuration service quality in retail banking. The study developed
a scale known as as Banking Service Quality Scale that contained
factors like effectiveness and assurance, access, price, tangibles,
service portfolio and dependableness. This model was found to be
additional reliable than SERVQUAL.

JAMAL, A., NASER, K., 2002-The study examined key drivers of client
satisfaction mistreatment 167 customers and it absolutely was found
that core and relative performances had impact on client satisfaction
and there was negative relationship between customer experience and
client satisfaction.

28
SURESHCHANDAR ET AL (2002).-The study examined relationship
between service quality and client satisfaction in Indian banking
sector. These were found to be freelance however closely connected.
each constructs vary considerably in core services, human part, and
rationalisation of service delivery, tangibles and social responsibility.
GANI A, MUSHTAQBHATT (2003)-The study is conducted to try to to a
comparative study of service quality of economic banks and its
dimensionsin commercial banks. The study got wind that CITI bank
and customary chartered bank are sensible in tangibleness and in
dependableness conjointly they're good. In responsiveness parameter
Indian banks are inferior to foreign banks. In Assurance and fellow
feeling Indian banks are inferior.

NAVDEEP (2003)- This study essentially finds out the first dimensions
and sub dimensions of service quality. Informal structured interviews
are conducted with branch managers and academicians to formulate a
banking service quality model. The study got wind that service time
and private interactions are important together with atmosphere for
service quality.

ZHOU, L( 2004)-The study analyzed impact of service quality in banks

on client satisfaction in china’s retail banking and it absolutely was got
wind that dependableness and assurance were the first drivers of
customer satisfaction. it absolutely was conjointly got wind that there
have been important variations in expectations and perceptions in
customers.

ARORA S (2005)-This study analyzed factors influencing client

satisfaction publically sector, personal sector and foreign banks in
northern Asian country. three hundred clients got questionnaires that
discovered that important variations exist in customer satisfaction
level of shoppers in every cluster of banks concerning routine
operation and situational and interactive factors.
29
Foreign banks were found to be the leaders in mechanization and
automation.

DEBASHIS AND MISHRA(2005)-The study analyzed and measured

client satisfaction in branch services provided by nationalized banks in
northern Asian country. 1200 customers got questionnaires and it
absolutely was got wind that automation, accuracy in transactions,
angle of workers and availableness of staff influenced client
satisfaction. Least necessary issue was promotion of the product and
numerous schemes.

MUSHTAQ M BHAT (2005)-This study finds out service quality

parameters in bank through SERVQUAL and influence of demographic
variables. The study was restricted to SBI, PNB, Jammu and Cashmere
bank Citi bank and customary chartered Grind lay’s bank. Sample size
was 800 and study foundout that foreign banks are higher than Indian
banks. SBI was found to be comparatively poor on dependableness and
responsiveness. Banks in Old Delhi were relatively higher in
commission quality.

30
ALKA SHARMA, VARSHAMEHTA(2005)-The study focuses on service
quality of 4 leading banks and their comparison.

JOSHUA A J, V MOLI, P. KOSHI (2005)- The study evaluated and

compared service quality in recent and new banks mistreatment
sample size of 480. The study got wind that customers were happy in
dependableness, fellow feeling and value and for different parameters
the distinction between expectations and perceptions were smaller
than public sector banks.

MOHAMMAD ET AL(2005)- The study tries to develop a

comprehensive model of banking machine-driven service quality
taking into thought distinctive attributes of every delivery channel and
different dimensions that influence service quality.

RAUL AND AHMED(2005)-The study investigated client service

publically sector banks in three districts in Assam and it absolutely
was found that customers were discontented with the management,
technology and interactive factors together with high service charges.
Communication gap was the basis reason for poor service and repair
was completely different in rural and concrete sectors.

SHARMA AND SHARMA (2006)-The study analyzed client enjoyment

of urban shopper banking. The study got wind that customers were
happy with loan facilities, bank surroundings, routine work
procedures, location, interest rates etc. and were discontented with
loan formalities and promotion through media.

DASH ET AL(2007)- The study measured client satisfaction through

five service quality dimensions in Noida and Ghaziabad and findings
discovered that assurance was the foremost necessary dimension of
31
service quality followed by dependableness and responsiveness.
Tangible was found to be least necessary.

SHARMA S, ET AL (2007)-The study did a comparison of public and

personal banks with relation to perceptions of shoppers concerning
service quality it absolutely was got wind that service .

MOHAMMED SIDDIQUE KHAN, SIBA SANKAR MAHAPATRA(2009) -

The study was to spot necessary parameters moving service quality in
web banking. correlational analysis of the info collected finds seven
factors including factors like dependableness, access, user friendliness
privacy etc. Correlation analysis shows that a major correlation exists
between factors. conjointly it absolutely was got wind that business
category differs from different categories in perception.

PADHY P K AND B N SWAR (2009)- the paper investigated role of

technology in banking and its impact on perceived service quality
publically, personal and foreign banks in province employing a s ample
size of three hundred customers. Foreign bank was found to be terribly
getting ready to expectations of shoppers followed by ICICI and AXIS.
Service quality publically sector banks was found to be terribly low.

ROD ET AL(2009)-The study targeted on relationship between service

quality, overall web banking service quality and client satisfaction in
New island. The study got wind that on-line client service quality and
online info systems were considerably and completely associated with
overall customer web banking service quality. Overall web banking
service quality and client satisfaction were completely correlate.
32
SANDIP KHOSH HAZRA, DR.KAILASH SRIVATAVA (2010)-The study
was done to seek out out the association between service quality,
customer satisfaction, loyalty and commitment. SERVQUAL is
employed and also the study finds out that in camera banks
dimensions of service quality, assurance and dependableness are
important for satisfaction of shoppers, loyalty and commitment. The
banks taken differed in these parameters.

AKIKO UENO(2010)- The paper talks concerning the importance of

quality. The study finds out the options that are elementary in
supporting service quality. The secondary analysis finds out the human
resource functions like enlisting, cooperation etc. in maintain service
quality.

MONICA BEDI(2010)-The study investigates relationship between

service quality, client satisfaction and activity intentions. The findings
conjointly indicated the importance of service quality. The study
conjointly got wind that banks differed within the service quality
parameters.

FULBAG SINGH, DAVINDER KAUR(2010-11)-The study combines all

literature review drained service quality And connected areas in
banking until 2010. It contains the works of Cronin& Taylor,
Bahia and Nantel et al. on this space.

DR RAVICHANDRAN ET AL(2010)-The paper analyses existing study

and check out to grasp socio demographic and rational profile of public
retail banking shoppers. It conjointly finds out the importance of
33
service quality dimensions to predict the flat model of activity
intentions among public sector shoppers in Asian country. Loyalty was
found to be influenced by in operation hours, fashionable
instrumentation, error free records etc. Service quality parameters like
tangibleness, responsiveness and fellow feeling dimensions were
conjointly found to be important.

DAVOOD FEIZ ET AL(2010)-The study uses hypothesis to seek out out

service quality in Asian nation railways. it absolutely was got wind that
perceived.

34
 RESEARCH PROBLEMS

The passage of a lot of and a ton of outdoor banks and new personal
division banks, with lean and deft flat-footed structure, higher
innovation, advertise direction and price self-made measures, have
extraordinary the challenge within the Indian business.

Financial institutions have to boot started stepping into the domain of

banks. In recent years, the share of business of public sector banks has
declined considerably. therefore there's a compelling wish for the
Indian business to vary its commercialism strategy to attract the
purchasers and to resist the stiff competition from foreign banks and
new personal sector banks.

Thus it's imperative to hunt out the factors that unit in charge of the
success of shopper Relationship Management in banks.

35
RELEVANCE OF THE STUDY

.• There is extreme challenge among the personal Sector Banks,

Public Sector Banks and Foreign Banks and that they are for the
foremost half finding the simplest way to attract and hold the
shoppers. New innovations, cross-check offices, globalisation of
administrations, the surge of latest things and also the plan of the
sizable range of offices below one top to present higher consumer
administration prompting client enchant. during this approach, it's
vital to understand the variables guilty of the accomplishment of
consumer relationship management.

• the purchasers in industry these days are well educated. If a Bank

desires to possess a lot of customers, it ought to develop a decent
relationship with its gift customers and check out to take care of
identical within the future additionally. client relationship
management is a very important tool, that a bank should select in such
asituation.

within the gift state of affairs, whole dedication is on decay. The

shoppers are ever-changing over abundant of the time to profit the
higher offices from totally different banks. a lot of up so far and
unequalled things and administrations are being given perpetually
within the market. With the help of consumer relationship the
executives, solid consumer steadfastness and a good image for the
association are often developed.

within the powerfully centered monetary trade, maintenance of

existing shoppers is important, which might be accomplished through
the fruitful procedure of consumer relationship management.
36
• In today’s competitive situation, the challenge is to make a secure
and sound industry for a vivacious economy, that effective client
relationship management is that the resolution. thus the study goes to
be terribly useful to find out the factors that are answerable for the
success of client relationship management in banks.

37
OBJECTIVES OF THE STUDY

 To analyze the customer relationship management process in

selected banks.

 To identify the role of customer relationship management in

customer retention.

 To assess importance of customer relationship management in

delivering quality service inbanks.

 To explore the role of employees in the successful

implementation of customer relationshipmanagement.

38
 HYPOTHIESES
o The Hypotheses of the study are as under:
H₀1: There is no significant difference in the Customer Relationship
Management in Private and Public Sector Banks.
HA1: There is significant difference in the CRM at Private and Public
Sector Banks.

H₀2: The Public & private sector banks provide a fast mechanism for
handling problems and complaints of customers.
HA2: The public & Private sector banks provide a fast mechanism
for handling problems and complaints of customers.

H₀3: The Public & private sector banks ensure the maximum
utilization of IT- enabled services for offering customers the best
and timelyservices.
HA3: The public & Private sector banks ensure the maximum
utilization of IT- enabled services for offering customers the best
and timelyservices.

H₀4: The Public& private sector banks offer services according to

the requirementsand expectations of each individualcustomer.
HA4:The public & Private sector banks offer services according to the
requirements and expectations of each individualcustomer.

39
 H₀5:The Public& private sector banks employees are quite efficient
and skilled for customer relationshipmanagement.
HA5:The Public & Private sector banks employees are quite
efficient and skilled for customer relationshipmanagement.

H₀6:The environment provided by public& private sector banks is

more elegant and customer-friendly than private sector banks.
HA6:The condition given by open &private area banks is more rich
and client amicable than open segment banks.

H₀7:The Public and private area banks decisively survey the

necessities, premiums and purchasing propensities for clients.

HA7:The open and Private part banks definitely survey the

requirements, premiums and purchasing propensities of customers

40
 RESEARCH METHODOLOGY

 RESEARCH DESIGN:

Research design here means to the efficient methodology consisting of

enunciating the matter, formulating a hypothesis, assembling the facts or
knowledge, analyzing the facts and reaching bound conclusions either
within the sort of solutions towards the involved drawback or in bound
generalizations for a few theoretical formulation. The study is descriptive
in nature, so it follows descriptive researchdesign.

 UNIVERSE:

The universe of the study consists of all the non-public and public sector
banks operative in Meerut town region.

 SAMPLING METHOD:

The sample to be studied is chosen through Multi-Stage Sampling. first of

all the non-public and public sector banks area unit chosen on the idea of
Convenience Sampling. Secondly, branches to be studied area unit chosen
through Cluster methodology.

41
  SAMPLE UNIT:

The study can collect data on client relationship management of banks

chosen to represent the general public and personal sector banks. The
banks that area unit elect for the aim of study area unit “Punjab National
Bank” and “State Bank of India” publically sector and “Axis Bank” and
“HDFC Bank” in camera sector from Meerut districtregion.

 SAMPLING FRAME:

The information on client relationship management is collected from one

hundred fifty customers of every elect bank and fifteen workers of every
elect bank.

Itsrepresent the non-public Sector Banks (PRBs) all the 2 Meerut primarily
based recent non-public Sector Banks

(i) AXIS bank.

(ii) HDFC Bank.

Itrepresent Public Sector Banks (PSBs), all 2 Meerut primarily based recent
public sector bank (PSBs) having massive network in viz.

(i) PNB bank.

(ii)SBI bank.

A sample of one hundred fifty respondents having various socio-

economic and activity standing, academic profile, beneath totally
different age teams.
A structured form was designed to gather the primary information.
42
DATA COLLECTION

Both primary and secondary sources are to be WANT TO

collect the information.
Primary data:
It’ll be collected through interview conducted to get data on
client relationship management (CRM) from selected banks
and form is meant to assemble

a) QUESTIONNAIRE: -This technique of knowledge collection

quite widespread, notably just in case of massive enquiries.
Here in our analysis we tend to set twenty straightforward
queries the respondents to answer these queries with correct
data.

Secondary data:
A ton of knowledge associated with selected banks and client
relationship management are going to be collected through
internet sites, journals books, magazines etc.

ANALYSIS & INTERPETATION

Data therefore collected are going to be tabulated

appropriately for the aim of theanalysis.
Appropriate applied math tools like chart are going to be used
for the analysis and interpretation ofdata.

QUESTIONNAIRE RESPONSES OF RESPONDENTS

43
I. PERSONAL INFORMATION:

1. AGE:-

AGE

below 25
26 to 35
36 to 45
46 to 55
above 55

Table no. 1: AGE of Respondents

Particular No. Of Respondents
1. Below 25 15
2. 26 to 35 45
3. 36 to 45 35
4. 46 to 55 30
5. Above 55 25
o Analysis & interpretation of data:

From the above result we come to know that out of 150 respondents, 15
are below 25; 45 belongs to 26 to 35; 35 belongs to 36 to 45; 30 belongs to
46 to 55 and 25 belongs to 55 & above years of age. This shows that
majority of our respondents are young people between the age 26 to 35.
2. GENDER:-

44
 GENDER

MALE
FEMALE
TRANS GENDER

Table no. 2: GENDERof Respondents

Particular No.of Respondents

1. MALE 70
2. FEMALE 50
3. TRANS GENDER 30

o Analysis & interpretation of data:-

From the above result it can be interfered that majority of our

respondents are male, no. being 70 as compared to 50 females & 30
transgender in a total of 150

3. MARITAL STATUS:-

45
 marital status

married

unmarried

divorcee

Table no. 3: marital status of respondents

Particular No .of respondents

1. Married 52
2. Unmarried 68
3. Divorcee 30

o Analysis & Interpretation of data:

From the above result we come to know that out of 150 respondents, 52
are married, 68 unmarried, and 30 divorcees.
That shows that majority of our respondents are unmarried people at
45% as compared to 35% are married & 20% are divorcees.

4. EDUCATIONAL STATUS:-

46
 educational status

SCHOOL
GRADUATE
POST GRADUATE
PROFESSIONALQUALIFICATION
OTHERS

Table no. 4: educational status of respondents

Particular No. of respondents

1. School 30
2. Graduate 45
3. Postgraduate 40
4. Professional qualification 35
5. Others 10

o Analysis &interpretation of data:-

From the above result it can be inferred that majority of our
respondents are graduate, no. being 45, while the secondmost
respondents are post graduates with no. being 40. Others are 10
&upto school are 30 & professional qualification is 35 in our total
tally of 150 respondents.

5.OCCUPATION:-

47
 occupation
agriculture
profession
employee in govt.
employee in pvt.
businessmen
pensioner
housewife
student
others

Table no.5: occupations of respondents

Particular No. of respondents

1. Agriculture 10
2. Profession 15
3. Employee in pvt. 25
4. Employee in govt. 35
5. Businessmen 15
6. Pensioner 18
7. Housewife 20
8. Student 8
9. Others 4
o Analysis & interpretation of data:-
The above result shows that 35 of our respondents are govt. employees
while the second most respondents are employees in pvt. No. being 25.
Agriculture -10,profession-15,businessmen15, pensioner-18, student-8,
and housewifecomprise 20 & others-4 in our total respondents of 150.

6. MONTHLY INCOME:-

48
 monthly income
upto 5000

5000 - 7500

7500 -10000

10000 -50000

50000 -100000

above 100000

Table no. 6: monthly income of respondents

Particular No. of respondents

Upto 5000 5
5000 – 7500 10
7500 -10000 30
10000 -50000 45
50000 -100000 50
Above 100000 10

o Analysis & interpretation of data:-

From the above result it can be interfered that majority of our

respondents are50000 - 100000, no. being 50 as compared to others
&the minority of our respondents are upto 5000, no. being 5 in a total
of 150.

49
7. FAMILY SIZE:-

no. of respondents

small
average
big / joint

Table no.7: family size of respondents

Particular No.of respondents

Small 75
Average 40
Big / Joint 25

o Analysis & interpretation of data:-

From the above result it can be interfered that majority of our

respondents are small, no. being 75& the average are 40 and
Big/ joint are 25 out of 150respondents.

50
II. BANKING SECTOR INFORMATION:

8.BANKING EXPERIENCE:-

banking experience

less than 5
5 - 10 years
11 - 15 years
16 -20 years
above 20years

Table no. 6 banking experiences of respondents

Particulars No.of respondents

Less Than 5 25
5 - 10 Years 30
11 - 15 Years 30
16 -20 Years 35
Above 20years 40

o Analysis & interpretation of data:-

from the above result it can be inferred that majority of our respondents
are above 20 years, no. being 40 out of 150, while less than 5 are 25, 5-
10years are 30, 11-15 years are 30, 16-20 years are 35.

51
9. DOMICILE PLACE:-

domicile place

urban area
rural area

Table no. 7 domicile place of respondents

Particular No. of respondents

URBAN AREA 85
RURAL AREA 65

o Analysis & interpretation of data:-

From the above result it can be inferred that majority of our

respondents are urban people, no. being 85out of 150, while rural
people are 65.

52
 10. BANK ACCOUNT:-

BANK A/C

nationalized bank
private bank

Table no.7: bank A/C of respondents

Particular No. of respondents

1. Nationalized bank 88

2. Private bank 62

o Analysis & interpretation of data:-

From the above result it shows that majority of bank A/C in nationalized
bank, no. being 88 out of 150 respondents, while private bank are 62.

53
11.TYPE OF BANK A/C:-

TYPE OF A/C

saving A/C
F.D. A/C
R.D. A/C
current A /C

Table no.11: type of A/C of respondents

Particular No. of respondents

1. Saving A/C 55
2. F.D. A/C 45
3. R.D. A/C 30
4. Current A /C 20

o Analysis & interpretation of data:-

From the above result it shows that majority of type of A/C in saving
A/C , no. being 55, while others is F.D A/C are 45, R.D. A/C is 30, &
current A/C is 20out of 150 respondents in Meerut district.

54
12. PREFERRED BANK:-

PREFERRED BANK

SBI
PNB
AXIS
HDFC
OTHERS

Table no.7: Preferred bank of respondents

Banks No.of respondents

1. SBI 40
2. PNB 35
3. AXIS 30
4. HDFC 25
5. OTHERS 20

o Analysis & interpretation of data:-

From the above result it shows that majority of preferred bank in SBI,
no. being 40, while PNB is 35, AXIS BANK is 30, HDFC is 25 & OTHERS
are 20out of 150 respondents.

55
13. REASON FOR CHOOSING PSB BANKS:-

CHOOSING PSB BANK

friendly bheaviour of staff

trust/reliability
quick &fast responses
location

Table no.13: Choosing PSB bank of respondents

Reasons No. of respondents

1. Friendly Behavior of Staff 35

2. Trust/Reliability 55
3. Quick &Fast Responses 45
4. Location 15

o Analysis & interpretation of data:-

From the above result it shows that majority of reasons for choosing
PSB bank in TRUST/RELIABILITY, no. being 55,out of 150 respondents.

56
14. SATISFACTION LEVEL:-

satisfation level

public
private
both

Table no.13: satisfaction level of respondents

Particular No.of Respondents

1. Public 75
2. Private 60
3. Both 15

o Analysis & interpretation of data:-

From the above result it shows that majority of satisfaction level in

public sector bank, no. being 75 out of 150 respondents, while private
bank are 60 & both are 15.

57
 15. CHANGING BANK FOR BETTER SERVICES:-

changing bank for better services

YES
NO
NOT SURE

Table no.15: changing banks or not by respondents

Particular No.of respondents

1. YES 77
2. NO 45
3. NOT SURE 28

o Analysis & interpretation of data:-

From the above result it shows that majority for YES in changing banks
for better services, no. being 77 out of 150 respondents, while 45 for
NO,&28 for NOT SURE.

58
16.SERVICES AVAILED:-

SERVICES AVAILED

ATM CARD
CREDIT CARD
LOAN SERVICES
INTERNET BANKING

Table no.16: Services Availed By respondents

Particular No. of respondents

1. ATM 65
2. CREDIT CARD 45
3. LOAN SERVICES 30
4. INTERNET BANKING 10

o Analysis & interpretation of data:-

From the above result it shows that majority of services availed in bank
is ATM, no. being 65 out of 150 respondents, while CREDIT CARD is45,
LOAN SERVICES is 30, & INTERNET BANKING is 10.

59
17. FREQUENCY OF TRANSACTION:-

FREQUENCY OF TRANSACTION

1-2 TIMES
3-5 TIMES
6-8 TIMES
ABOVE 10 TIMES

Table no.17: Frequency of transaction by respondents

Frequency of Transaction No. of respondents

1. 1-2 TIMES 50
2. 3-5 TIMES 55
3. 6-8 TIMES 25
4. ABOVE 10 TIMES 20

o Analysis & interpretation of data:-

From the above result it shows that majority of frequency of transaction

in3 – 5 TIMES, no. being 55 out of 150 respondents in banks.

60
18. ACCOUNT HAVING IN BANKS:-

HAVING A/C

1
2
3
4
ABOVE 4

Table no.18: Having account of respondents

Having A/C No. of respondents

i. 1 A/C 20
ii. 2 A/C 35
iii. 3 A/C 30
iv. 4 A/C 20
v. ABOVE 4 A/C 45

o Analysis & interpretation of data:-

From the above result it shows that majority of having A/Cs in bank is
ABOVE 4 A/C, no. being 45 out of 150 respondents, while 1 A/C is 20,
2 A/C are 35, 3 A/C are 30, 4 A/C are 20 in Meerut district.

61
19.AWARENESS:-

AWARENESS

YES
NO
PARTIALLY

Table no. 19: Awareness of respondents

Particular No. of respondents

1. YES 76
2. NO 44
3. PARTIALLY 30

o Analysis and interpretation of data:-

From the above result we can said that regarding the awareness
between private & public sector banks with respect to differences,
The responses are mixed. 76 respondents are aware of the difference
which comprises 51% of the tally while 44 people don’t know the
differences between PUBLIC & PRIVATE sector banks. And 30 are
those who are not sure.

62
 20.BANKING SERVCES AVAIL:-

BANKING SECTOR

PUBLIC
PRIVATE
BOTH

Table no. 20: banking sector services availed by respondents

Particular No. of respondents

PUBLIC 66
PRIVATE 54
BOTH 30

o Analysis & interpretation of data:-

From the pie- Chart it can be inferred that majority our respondents
avail public sector banks. 66 respondents out of 150 avail public sector
services, which in itself is very thumping no. the no. of private sector
respondents is 54 and both sectors users are minimal, no. being 30.

63
LIMITATIONS OF THE STUDY

 The sample taken for the study is restricted to a particularregion.

 Bias of the interviewee may also effects the results of thestudy.

 Bias of the respondents may effects the results of thestudy.

64
FINDINGS OF THE STUDY

 Public sector banks are also more sincerein solving and handling of
customers’ complaints.

 Staffs of public sector banks also have better courtesy and willingness to
help customers, more knowledgeable and more effective in replying to
customers’ questions.

 Now days, the staff of public sector banks are also more attentive to
their customer compared to private sector banks.

 Finally, the study found that now days, the customers of public sector
banks are more satisfied with their accounts and deposits of the banks
than private sector banks.

65
SCOPE OF STUDY
The scope of this analysis is to spot the service quality of public sector banks
that area unit provided to their customers in currently days. This analysis is
predicated on primary and secondary information. This study solely focuses
on the size of service quality of PSB to their customers.

It aims to know the talent of the banking establishments within the area
unitas of service quality of PSB to their customers that are playing well and
shows those areas that need improvement.

The study was done taking 2 branches of public sector banks i.e. PNB BANK
& SBI BANK against 2 branches of private sector banks i.e. AXIS BANK &
HDFC BANK into thought.

The survey was restricted to the bank Customers and workers in Meerut
district solely.

66
SUGGESTIONS ON STUDY
Based on the study findings, the subsequent area unit the suggestions created
by the authors for increased client service and competiveness of banks:

• Implement a client – central method in banks.

• Banks, significantly the general public sector banks have to be

compelled to any improve their counter services.

• Client complaints ought to be handled quickly & their satisfaction area unit
accorded prime priority.

• Workers ought to run coaching to boost their angle to customers, behaving

with courtesy to them and thus guaranteeing client loyalty.

• It’s well that banks keep a separate grievance – semen – suggestion

box/book to alter customers to supply suggestions and complaints.

• Provision for separate inquiry counter at banks is well particularly to the

illiterate customers. An efficient, knowledgeable, competent, versatile, front-
line employee is needed for banks.

• The banks should attempt to determine the precise wants of various

customers, so appropriate package of services will be offered to them.

67
CONCLUSION
Customer relationship management is one in all the good challenges for the
banking sector, since the client satisfaction level in private sector isn't
satisfactory compared with public banks. Analysis provides some concepts to
banking sector a way to retain their client and additionally explained a
number of the advantages to client that area unit maintained by banking
sector. thus currently on a daily basis CRM with client by banking sector wont
to get client information, client satisfaction level, client loyalty, very long time
service, client retention, to spot profitable client for his or her bank,
determine non profitable client of bank and non-performing assets.

From the on top of study we are able to conclude that the folks of Meerut
district have a lot of religion on public sector banks than non-public sector
banks as a result of it maintains security & loyalty for his or her customers.

• Major last steps for CRM overall study as follows:-

a) Although we are able to some public sectors banks have higher enforced
CRM factors compare to personal sector banks.

b) Based on findings we tend to conclude that public sector banks maintain

CRM okay compare to their counterparts.

c) Here we tend to ascertained that public sector banks have obligatory

CRM Technology domineeringly to personal sector banks.

d) Analysis reviles that there area unit a lot of Impacts of CRM on public
sector banks customers compare to personal sector banks customers.

68
CUSTOMER RELATIONSHIP MANAGEMENT IN BANKING
INDUSTRY IN MEERUT CITY
Questionnaire

I. PERSONAL DATA:-

1. Name:___________________________ Last name: __________________________________

2. Age:-

a) Below 25( ) b) 26 to 35 ( ) c) 36 to 45 ( )

d) 46 to 55 ( ) e) Above 55 ( )

3. Gender:-

a) Male ( ) b) female ( ) c) transgender ( )

4. Marital status:-

a) Married( ) b) unmarried ( ) c) divorcee ( )

5. Educational Qualification:-

a) School ( ) b) graduate () c) Post graduate()

d) Professional qualification ()

e) Others (specify) ()____________________

69
6. Your present occupation:-

a) Agriculture () b) business () c) Profession()

d) Employed in private () e) employed in govt. ( )

f) Pensioner()g)House wife () h) student()

i) Others (specify) () _______________________

7. Monthly income:

 Rs.(specify):- _________________________________________________

a) Below 5000 ( ) b) 5000-7500 ( ) c) 7500- 10000 ( )

d) 10000- 50000 ( ) e) 50000-100000 ( ) f) above 100000 ( )

8. Family size:

 (No. of member’s):- ____________________________

a) Small family ( ) b) average family ( ) c) big /joint family ( )

70
II. BANKING SECTOR INFORMATION:-

9. Mention your preferred bank:

a) SBI BANK ( ) b) PNB BANK ( ) c) AXIS BANK ( )

d) HDFC BANK ( ) e) OTHERS ( )

10. Satisfactionlevelfor bank towards customers?

Particular
respondents
a) public sector banks ( )
b) private sector ( )
c) both ( )

11. What is your domicile place?

o Please tick the (√ )correct answer

a) Urban area _________________

b) Rural area _________________

12. Having bank account with:-

a) Nationalized bank ( ) b)privatebank ( )

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 13.Whichtype of A/C you have in your banks:-

Types of account Yes No

1. saving account

2.fixed deposit account

3.recurring deposit account

4.current account

14.Why you choose public sector bank for which reasons:

Particular YES NO

a) FRIENDLY BHEAVIOUR OF STAFF ( ) ( )

b) TRUST/RELIABILITY ( ) ( )
c) QUIKE & FAST SERVICE ( ) ( )
d) LOCATION ( ) ( )

15. Will you think of changing your bank if better services are provided?

a) YES ( ) b) NO ( ) c) NOT SURE ( )

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16. State your frequency of transaction in the bank in a month:-

a) 1-2 times ( ) b) 3-5 times ( ) c) 6-8 times ( )

d) > 10 times ( )

17. In how many banks do you have account?

a) 1 ( ) b) 2 ( )c) 3 ( )

d) 4 ( )e) >4 ( )

18. Services offered by your bank and availed by you:-

 Please Tick [√ ] the appropriate box

Availed
Services offered

1.ATM ( )

2.credit card ( )

3.loan services ( )

4.internet banking ( )

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19. Aware the difference between PSBs & PRBs banks:-

Particular No. of respondents

YES NO Not
sure
1. Public sector bank ( ) ( ) ( )

2. Private sector bank ( ) ( ) ( )

20. Which banking services you availed?

BANKING SECTOR NO. OF RESPONDENTS

1. PUBLIC ( )
2. PRIVATE ( )
3. BOTH ( )

74
Bibliography
 Mohamed H. Peeru, Sagadevan A, “Customer Relationship
Management (A Step-by-Step Approach)” , Vikas Publishing
House Pvt.LTD,2002

 Malhotra k. Naresh, Dash Satyabhusan, “Marketing Research –

An Applied Orientation”,Pearson,FifthEdition,pp.795-802

 Dave Kathie, “Relationship Marketing Strategies and Customer

Perceived Service Quality in Banking Sector”, The Journal of
Commerce, Vol.62.No.1, Jan-Mar 2009, pp.71-79

 Singh Shamsher, “Internet Banking Services as Tool of CRM: A

study in the National Capital Region” ,NICE Journal of
Business.Vol-5.No.1.Jan – June,2010,pp.87-96

 Agnes R.Ruma, “CRM Practices in Asia Pacific Industry:A

conceptual study”,Indian Journal
ofMarketing.Vol.40.No.11.Nov.2010,pp.14-27

 Kailash, Gosh Hazra Sandeep Srivastava B.L, “Impact of Service

Quality on Customer Satisfaction, Loyalty and Commitment in
the India Banking Sector” ,Indian Journal
ofMarketing.May.2010.pp.23-34

 Jasmine A. , “Emerging Trends in CRM”, Monthly Public Opinion

Surveys,April,2010.pp25-28

 Kumar M. Selva , Ramar E.L, “Customer Relationship

75
Management inBanking Sector” ,Monthly Public
Opinion Surveys
.Vol.LVINo.2.Nov.2010.pp.24-26

76
Webography

 Dar Rahman Ijaz,Yongchao Hu Yongchao , “How Banks Manage

CRM – A B2B Perspective”, http://ep461.Itu.se/1404-
5508/2005/065/LTU-SHU-EX— 05065-SE.pdf(accessed
on09Dec2010)

 ViswanathanGomati, “Emerging Trends In Customer

RelationshipManagement”,
http://EzineArticles.com/?expert=Dr._Gomathi_Viswanatha n
(accessed on 14thDec.2010)

 Popli G.S, Rao D.N, “Customer Relationship Management in

IndianBanks”
, http://papers.ssrn.com/so13/papers.cfm?abstract-
id=137359? &rec=1&scrabs=1412739(accessed on
12thNov.2010)

 Gopal V.V, “7 Advantages of CRM to Any Business”, 8

oct 2010,http://www.sooperarticles.com/business-art

 Sudhir H. Kale, “Appreciatingthe Role of

Change Management in
CRM”,http://www.palgrave-journals.com/jibs/j

77
REFERENCES

Books:

o SULTAN CHAND & SONS:

 Banking law and practices:

 Author: P.N.Varshney
 Topic:Banker& customer (part II)
 page no.:from 3.3 to 5.32

o MACMILLAN:

 Principles& practices of Banking:

 Author:O.P. Agarwal
 Topic: functions of banks (module B)
 Page no.: from 105 to 255

Websites:

 www.macmillianindia.com
 www.sultanchandandsons.com

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79