Inter-relationship of ISO , ISO , ISO and ISO in. customer-related processes. Source: Based on International standard ISO/TS Quality management — Customer Job satisfaction may lead to cost reduction by reducing absences, task errors, conflicts at work and turnover. As work is an important aspect of people’s lives and most people spend a large part of their working lives at work, understanding the factors involved in job satisfaction is crucial to improving employees ‘performance and productivity The expression, Customer Relationship Management (CRM), has been in use since the early The ‘third sector’, the not-for-profit community In the thesis work, a theoretical analysis of
What is Customer Satisfaction? | ASQ
PDF Version View Text Only Version. development of an economy. A strong banking sector can be termed as lifeline of an economy.
Therefore it is not wrong to say that present and future of an economy entirely depends upon the success and development of banking industry of that economy. In todays era of information and technology an economy cannot achieve the target of sustainable development by following traditional banking method.
So it has become mandatory for developing country like India to increase automation in banking industry. The transformation from traditional banking started from use of automatic teller machine ATMdirect bill payment, electronic fund transfer EFT. The revolutionary online banking is being accepted by the customers with growing awareness and education.
E- banking is a process of banking services and products thesis on customer relationship management in banking sector electronic channels such as telephone, thesis on customer relationship management in banking sector, internet, cell phones etc.
today many people are moving towards e-banking as buy its use it become easy for customers to manage their account from an place and at any time and this charge very nominal cost. it is not wrong to say that e-banking is one of the most popular and latest technological wonder in field of banking which has given a banking sector a new dimension for growth.
Ebanking has helped the banking industry in several new ways but the biggest advantage that it has imparted to this sector in developing countries especially country like INDIA is related to improving customer relations. In India e- banking was introduce in instantly after the recommendations of Narsimham Committee. The introduction of IT in banking sector of India made banking more reliable and sophisticated, now because of e- banking the remote areas of India are also connected to all banks branches even though they are in metropolitan cities.
According to expert studies by average of India will thesis on customer relationship management in banking sector 29 year and these young Indian consumers are entirely base on internet banking. Therefore Indian banks are in desperate need to do innovation and provide Indian consumers a world class internet banking capability.
The present paper mainly focused on the need of innovation in India in field of e-banking and also try to put light on the available benefits, opportunities and current challenges faced by banking sector to boost up E-banking in India.
In Thesis on customer relationship management in banking sector innovation in baking sector was began since with introduction of liberalization and globalization processes as result of it E- Banking came into progress.
This Information Technology revamps the entire banking sector. E- banking drastically and rapidly altered the way of client banking, banks started providing different services related to cash deposits, cash withdrawals that to through electronic means. Due to this I. T revolution the number of electronic transactions are increasing day by day and world has emerged as a cyber world where each and everyone is connected through internet.
E- Banking made the mobility of foreign funds and investment possible which turned world into global market and this market is growing so fast that it has almost abolished the effect of national boundaries. It is not wrong to say that this I. T innovation in baking sector in form of E-banking has introduced new business paradigm in country like in India. In past three decades the operational efficiency of Indian banks has increased to several folds, now the time taken by the banks in performing different transaction has been reduced, with this advancement competition among banks has also increased.
Every bank is trying to use as much latest technological innovations in order to facilitate its customers. One of the key features in this regard is innovation banking or e- banking, thesis on customer relationship management in banking sector, which a lot of banks are currently providing in India.
Internet Banking or E- Banking refers to a system that allowing individual customers to perform various banking activities from different sites like their home, office and other locations via internet based secured networks. Through Internet or online banking traditional banks are enable customers to perform all routine transactions, such as account transfers, balance inquiries, bill payments and stop-payment requests, and some even offer online loan and credit card applications.
Internet banking is a web-based service that enables the banks authorized customers to access their account information. It permits the customers to log on to the banks website with the help of banks issued identification and personal identification number PIN. The banking system verifies the user and provides access to the requested services, the range of products and service offered by each, thesis on customer relationship management in banking sector.
bank on the internet differs widely in their content. The popular services provided by E-banking are ATMs, telebanking, internet banking, mobile banking, anywhere and anytime banking etc. Technology adoption in banks has shifted banking more of a capital intensive, fixed cost industry from a labour intensive, variable cost industry. The concept of e-banking is till date evolving, it still involves lot of innovation that are taking place every day.
There are many opportunity and challenges which are available in e- banking in Indian banking systems. Electronic banking is defined as Delivery of banks services to a customer at his office or home by using Electronic technology can be termed as Electronic Banking.
Finland was the first country in the world who took a lead in E-banking. In India, ICICI bank thesis on customer relationship management in banking sector the first bank that initiated E-banking as early as under the brand name Infinity.
Online Banking or E-based banking is also known as Cyber banking, home banking, and virtual banking and includes various banking activities that can be conducted from anywhere. E-banking allows customers to do financial transactions on a secured website operated by the institution, which can be a retail bank, virtual bank, thesis on customer relationship management in banking sector, credit union, building society, it also includes RTGS, NEFT, ECS, Credit cards and debit cards, Cheque truncation, ATM, Tele banking, Internet banking and Mobile banking.
According to Daniel electronic banking can be simple define as the delivery of bank's information and services by banks to customers via different delivery platforms that can be used with different terminal devices such as a personal thesis on customer relationship management in banking sector and a mobile phone with browser or desktop software, telephone or digital television.
The following is brief review of literature done by different researchers worldwide in the area of e-commerce. Maiyaki and Mokhtas shown in their research that there is no relation in between population statistics and choice of banks.
It was also found that statistically there is a significant relationship between age and choice of banks. Selvam and Nanjappain their study, examined customers awareness and satisfaction about e-banking of.
ICICI bank on the basis of vital statistics of the E-banking users. It depicted that college students are more awareness level compares to other education groups. The study reveale that awareness level of income group above 10, per month was high as compared to other income groups. It was shown that it also depend on the size of family. Gender is the crucial issues for the acceptance of internet banking.
The study found that there are many challenges faced by banks in E-banking and there are many opportunities available with thesis on customer relationship management in banking sector banks. It concluded that banking sector will need to master a new business model by building management and customer services.
It also suggested that banks should contribute intensive efforts to render better services to their customers. Chavan described the benefits and challenges of Internet banking in an emerging economy. It observed that online banking is now replacing the traditional banking practice. It showed that online banking has a lot of benefits which add value to customers satisfaction in terms of better quality of service offerings and at the same time enable the banks gain advantage over the competitors.
It also discussed some challenges in an emerging economy. It observed that most of the customers know about the e-banking services offered by their bank. The study found that there is a significant difference amongst different problems identified while using e-banking services. It also found that some problems affect more and some problems affect less in use of banking services. It concluded that all the reasons are not equally responsible for not using e-banking services. The study showed that only thesis on customer relationship management in banking sector per cent banking clients were using internet banking after evaluating the population characteristics.
It found that there was no significant relationship in between age and use of cyber banking. It also depicted that there is no relation in between gender and the adoption of internet banking.
It observed that qualification in terms of education and income of the respondents were playing the role in the acceptance of online banking. The study suggested that it is the need of time that financial literacy of the users should be increased through various programs which should be run by banks to increase the awareness of internet banking.
Thesis on customer relationship management in banking sector present study is descriptive in nature. The secondary data has been used for the study It is collected from RBI Reserve Bank of India bulletin, thesis on customer relationship management in banking sector, annual reports of RBI and, Report on trend and progress of banking in India, various reputed journals, newspapers and websites of RBI.
In entire Indian banking system, Electronic Banking has turn emerged as an important part. The concept of e- banking is of to some extent latest origin in India. Traditional model of banking i. branch based banking was widespread till s, and after that non-branch banking services began.
IT Act,was created by government of India with effect from the 17th October A Committee was laid down to study various aspects of Internet banking. The committee had paid enough consideration on three most important areas of Internet banking, Security issues, legal issues and regulatory issues. Recommendations and guiding principles of Working committee was acknowledged by Reserve Bank of India and accordingly plans were issued to banks to employ internet banking in India.
Table exhibit a few facts related to electronic banking with respect to its present scenario. Table shows evidence for ATM, POS Point of sale and electronic cards credit and debit cards sited and sanctioned by the schedule commercial banks SCBs in India as on December escalating number of mobile banking users in India were also being shown in the table. NEED AND BENEFITS OF E-BANKING Banking has witnesses many innovations in last 3 decade and one of the major among it is e- banking which was result of information and technological revolution, thesis on customer relationship management in banking sector.
These IT revolutions changed the entire working of banking sector as e- banking gave birth to new type of financial services which was created by the intersection of tradition retail financial services with the internet.
E-banking provides provision of performing basic banking services or transaction through web. Introduction of e- banking made banking very convenient and time saving. Main focus of e- banking is to provide a customer with convenient and secure methods of doing online financial transactions like automatic deposits, automatic bill payments from their bank account, getting online loan and many more.
The process use in e- banking is very simple and transparent as in this customers contact their bank and then they input their user id and password at their banks Web site to get full access to their account. They just need to have a secure Web browser. This way of banking online requires the use of Internet browsers that support bit encryption, which protects consumers by scrambling thesis on customer relationship management in banking sector the personal information transmitted between a consumers computer and the bank.
This ultimately leads towards improved customer satisfaction. Introduction of innovation in banking sector gave birth to new product design, various methods of doing online financial transaction and different electronic systems.
All this gave a most popular name to todays banking system which is Innovative banking. Innovation banking mainly stresses on customer convenience and customer satisfaction. The main reason behind bringing innovation in current banking system was to provide customer with better services with help of technology and in this race of technology development internet served as the foundation stone for innovation banking.
As after the introduction of internet in banking sector a drastic changes were observed like higher efficiency, control of operations, reduction in cost because of replacement of paper based and labour intensive methods by automated processes lead to higher productivity and profitability. The need of innovations in Financial sector was felt due to the various challenges that were prevailing in the traditional banking system and after the introduction of innovation in banking products and services these challenges were overcome and this entirely changed the banking philosophy.
ATM is known as an automated teller machine or automatic teller machine. In simple sense it is an electronic computerized telecommunications device that allows customers to complete financial transaction like cash withdrawals or cash deposit by using their ATM cards and report of the account's balance can also be received that too without the aid of any bank branch representative or teller.
DAY - 9 (2078-02-06) CUSTOMER RELATIONSHIP MANAGEMENT VIDEO BY PRADIP KHATIWADA
, time: 14:0220 Factors Affecting Job Satisfaction (Explained with Examples)
What Does it take to satisfy the Customer? Organizations should not assume they know what the customer wants. Instead, it is important to understand the voice of the customer, using tools such as customer surveys, focus groups, and blogger.com these tools, organizations can gain detailed insights as to what their customers want and better tailor their services or products to meet or exceed Mar 19, · Customer satisfaction measures how happy a customer was with a support interaction or a purchase. Customer loyalty, on the other hand, is an ongoing state. Loyal customers give a company their repeat business over time. It’s not a short-term measure, but rather a long-term understanding of the health of your customer relationship Job satisfaction may lead to cost reduction by reducing absences, task errors, conflicts at work and turnover. As work is an important aspect of people’s lives and most people spend a large part of their working lives at work, understanding the factors involved in job satisfaction is crucial to improving employees ‘performance and productivity
No comments:
Post a Comment