Topic: CRM in banking sector: An analysis of Lloyds and Santander

Final Dissertation

TABLE OF CONTENTS
Chapter-1: Introduction
1.1. Introduction
1.2. Problem Statement
1.3. Research Aim
1.4. Research Objectives
1.5. Research Structure
Chapter-2: Literature Review
2.1. Introduction
2.2. Banking industry in UK: An Overview
2.3. CRM in Banking Industry
2.4. Customer expectation
2.4.1. Customer Service
2.4.2. Service Marketing in Banks
2.5. Theoretical Background: Customer Relationship Management (CRM)
2.5.1. Emergence of CRM
2.5.2. CRM Objectives in Banking Sector
2.6. Customer Perception & Satisfaction
2.7. Conclusion
Chapter-3: Research Methodology
3.1. Background
3.2. Data Collection
3.3. Research Approach
3.4. Data Collection Method

3.5. Sample Selection

3.6. Analysis of Data
3.7. Tools Used
3.8. Research Accuracy
3.9. Research Ethics
3.10. Summary
Chapter-4: Findings
Chapter-5: Discussion and Analysis
Chapter-6: Conclusion
Appendices
Appendix I: References
Appendix II: Survey Questionnaire
Appendix III: Interview Questionnaire