An Empirical Study of Customer Experience Management In State Bank Of India And Housing Development Finance Corporation Bank
Journal Title: IOSR journal of Business and Management - Year 2018, Vol 20, Issue 9
Abstract
Banks are the life line of an economy as they play a key role in every economy. Banking in India has been through a long journey and the adoption of technology has brought a revolution in delivering banking and financial services. The Indian banking sector is passing through a critical phase and facing several challenges i.e. deteriorating asset quality, constraints to adhere to Basel – 3 norms, low return on Assert, increasing trends, mandatory priority lending targets and risk – return trade off. Customer experience Management is the process that companies use to oversee and track all interactions with a customer during their relationship. Organizations are using CEM approach to anticipate customer needs and adopt the mind-set of the customer. The main aim of CEM is to optimize the customer experience through gaining the loyalty of the current customers in a multi – channel environment and ensure that they are completely satisfied. An attempt is made in this paper to examine the perception of customers of State Bank of India and Housing Development finance Bank while availing the services.
Authors and Affiliations
M. B. Suvarchala, Prof. V. Narasimha Rao
Keywords
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- EP ID EP412434
- DOI 10.9790/487X-2009010107.
- Views 62
- Downloads 0
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