Influence of Demographic Variables on Customer Perception On E-Crm in Banks-An Empirical Investigation in Tamilnadu, India

Abstract

Relationship building is the main goal for any organization wheth~r it belongs to service industry or manufacturing industry. BanJ<.g in India are one such service industry where the competitive pressures are high due to LPG measu,;es. Whether public orprivate, the banks;areforced to execute their operations in customer centric way. Companies are adopting various initiatives through which they can off er best customer services that will help to · create delighted customers. e-CRM is one such initiative that can be used by banks to attract, expand and retain their custom~s. " , ; This stud1,1 aims to identify the,~eJationship b~nJeln demographic variables and customer perception on ele,c/;onic customer relationship management tn banks. It also explores the different problems faced by customers in e-CRM , usage