The Effects of Customer Relationship Management Practices on the Purchase Behavior of Consumers: Example of Kyrgyzstan
Journal Title: The journal of international civilization studies - Year 2023, Vol 8, Issue 2
Abstract
In our world, which has become global and competition is increasing day by day, businesses have to renew their technologies in order to keep their existing customers, expand and offer new services / products in order to continue their existence. In today's technology, Customer Relationship Management (CRM) applications are used in order to closely monitor the purchasing behavior of customers, to offer products and services that meet their wishes, and to predict their expectations. Customer relationship management should be a philosophy adopted not only as software, but also from the lowest part of the business to the top manager. The aim of this study; To determine how the customer relationship management practices of a private bank, which is one of the first four banks of Kyrgyzstan, are perceived by the customers of the bank. In the research, the survey method was applied using the convenience sampling method and 162 valid data sets were obtained. As a result of the findings; It has been determined that the most expected criteria for customers are reliable bank services, widespread branch networks, high quality technical support services, having a call center and improving technology.
Authors and Affiliations
Mahmut VURAL Celaleddin SERİNKAN
Keywords
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- EP ID EP732862
- DOI https://doi.org/10.58648/inciss.1381244
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