BIBLIOGRAPHY

BIBLIOGRAPHY

BOOKS

™ Gordon E., & Natarajan K., “Banking Theory Law & Practice”, Himalaya
Publishing House,Mumbai, 2012.

™ Krishnaswami O.R., & “Methodology of Research in Social Sciences”,

Ranganatham M., Himalaya Publishing House, Mumbai, 2011.

™ Francis Buttle “Customer Relationship Management”, Elsevier, a

Division of Reed Elsevier India Private Limited, New Delhi, 2011.

™ Alok Kumar, Chhabi Sinha “Customer Relationship Management”,

Biztantra, & Rakesh Sharma New Delhi, 2011.

™ Jill Dyche “The CRM Handbook”, Pearson Education (Singapore) Pte.

Ltd., Delhi, 2005.

™ Antony Lawrence “Customer Relationship Management”, Himalaya

Publishing House, Mumbai, 2008.

™ Dr. Sheela Rani S., “Customer Relationship Management”, Margham

Publications, Chennai, 2008.

™ Panigrahy D., & Rath B.B., : “Customer Relationship Management”,

Vrinda Publications (P) Ltd., Delhi, 2009.

™ Peeru Mohamed H., and “Customer Relationship Management”, Vikas

Sagadevan A., Publishing House Private Ltd, New Delhi, 2009.

™ Kothari C.R., “Research Methodology”, New Age International (P)

Ltd., Publishers, New Delhi, 2012.

™ Sundharam & Varshney : “Banking Theory Law & Practice”, Sultan

Chand & Sons New Delhi, 2011.

™ Shekhar K.C., and “Banking Theory and Practice”, Vikas Publishing

House Lekshmy Shekhar Private Ltd, New Delhi, 2007.

™ Sumathy, M. “Banking Industry in India”, Regal Publications, New

Delhi, 2011,

294
UNPUBLISHED RESEARCH THESES

Dilshath A.,, “Customer services and satisfaction- A Study With

Reference To Customers Of Select Public Sector Banks at Chennai”,
Unpublished Ph. D Thesis, University of Madras, Chennai, November,
2006.

Krishnamurthy ,K., “CRM Practices in New Private Sector Banks – A

Changing Scenario”, Unpublished Ph.D Thesis, University of Madras,
Chennai, 2008.

Vimala ,D., “Customer services in Commercial Banks (with special

reference to metro and urban branches in Tamil Nadu)”, Unpublished
Ph.D Thesis, University of Madras, Chennai, June, 2003.

REPORTS AND GOVERNMENT PUBLICATIONS

¾ Lead Bank ( Canara Bank) Reports, Madurai District, 2004-2013.

¾ RBI Annual Reports

¾ The subsidiaries of the Bank include Canbank Financial Services Ltd,

Canbank Venture Capital Fund Ltd, Canbank Factors Ltd, Canara
Robecco Asset Management Company Ltd, Canbank Computer Services
Ltd, Canara Bank Securities Ltd and Canara HSBC Oriental Bank of
Commerce Life Insurance Company Ltd.

JOURNALS AND NEWSPAPERS

ƒ Amulya, M., and Anand, D. , “Customer Relationship Management in

Telecom Sector”, October 1, 2010, Vol. 49, No. 11.

ƒ Ananth, A. ., and. Arulraj, A., “A Study on Banking Service Quality in

Nagapattinam District, Tamil Nadu”, Indian Journal of Marketing,
February 2011, Vol.41, No. 2.

ƒ Anubhav Anand Mishra, “Factors Affecting Customer Satisfaction and

Their Relative Importance in the Retail Banking Sector: an Empirical

295
 Study”, The Journal of Management Research, Vol. IX, No. 3, March
2010.

ƒ Ayyanar,G., “Customers’ Satisfaction in Public and Private Sector Banks

and their Comparision”, Monthly Public Opinion Surveys, Vol. LVII, No.
8, May 2012.

ƒ Babin Pokharel, “Customer Relationship Management: Related Theories,

Challenges and Application in Banking Sector”, Banking Journal, Vol. 1,
No.1.

ƒ Berry L.L, “Relationship Marketing of services, Growing Internet,

Emerging Perspectives” , Journal of the Academy of Marketing Science,
Vol. 23, No. 4, 1983.

ƒ Dinesh and Bhakkad, D. ., “A CRM Model Design for Customer Services

in Bank Sector”, Banking Finance, February 2013, Vol. XXVI, No. 02.

ƒ Ganesamurthy,K. et.al, “The Customer’s Attitude on CRM Practices of

Commercial Banks in India : An Empirical Study (With Special
Reference to Sivagangai District, TamilNadu)”, Global Management
Review, Vol. 6, No.1, Nov 2011.

ƒ Geetha. S.,”Customer Relationship Management (A study with special

reference to old and new generation private banks in chennai)”,
Unpublished Ph.D Thesis, University of Madras, Chennai, December,
2009.

ƒ Gopalakrishnan, V., “Marketing of Banking Services in the Globalised

Scenario – Emerging Challenges”, Indian Journal of Marketing, May
2004, Vol. XXXIV, No. 5.

ƒ Gummesson E., “Total Relationship Marketing: From the 4ps- product,

price, promotion, place- of Traditional Marketing Management to the
30Rs- The Thirty Relationships- of the New Marketing Paradigm, Butter
Worth- Heinemann”, Oxford, 1999.

296
ƒ Hotchkiss, D. Anne, “Sorting out Customer Service”, Bank Marketing;
Washington; December 1996.

ƒ Kalpesh K. Kulkarni, “Smiley Customer Service is one of the Mantras to

Retain The Customer for Lifetime with Bank”, Bank Quest, The Journal
of Indian Institute of banking & Finance, January – March 2012, Vol. 83,
No. 1.

ƒ Kalyanaraman, N. ., and Sudhamani, A. R ., “A Comparative Study on

Customer Satisfaction in Public Sector and Private Sector Banks”,
Banking Finance, Vol. XXV, No. 09, September 2012.

ƒ Krishnaveni. P, “Customer Relationship Management (CRM)”Readers

Shelf, Vol. 6, Issue.No. 10, July 2010.

ƒ Kumthekar,M.M. and Protibha Joshi, “CRM – A Contemporary Strategic

Management Technique”, Southern Economist, Vol. 51, No. 9,
September 2012.

ƒ Maheswari,V. , “Banking Services- Customers’ Perception and

Satisfaction”, HRD Times, February 2012, Vol. 14, No. 2.

ƒ Mathivanan, M. ., “Banking Industry A Bird’s Eye View ”, HRD Times,

February 2012, Vol. 14, No. 2.

ƒ Mehdi Rouholamini and Venkatesh, “Essentials of CRM for Banking

Sector”, Southern Economist, Vol. 49, No. 11, Oct 2010.

ƒ Mukesh Mathur, “Changing Scenario of Commercial Banks and Role of

IT”, Southern Economist,October 15, 2007, Vol. 46, No. 12.

ƒ Mustiary Begum and Devi Prabha, “Relationship Marketing: A Paradigm

shift to social marketing”, Southern Economist, February 2006.

ƒ Muthumani, A. and Praveena, R. ., “e-CRM in Indian Banking Sector”,

Banking Finance, October 2012, Vol.XXV, No. 10.

ƒ Nadeem S. N., and Ramachandra, “Customer Relationship Management

in Banking”, Southern Economist, Vol.51, No.5, July 2012.

297
ƒ Narasimha rao V., and A.V.V Siva Prasad, “Customer Relationship
Management(CRM) in Health Care Industry – A Study of Select
Corporate Hospitals in Vijayawada, Andhra Pradesh”, Indian Journal of
Marketing, May 2011, Vol.41, No. 5.

ƒ Panigrahy,D. and Rath,B.B., “Customer Relationship Management with

Special Reference to Banking Sector”, Vrinda Publications (P) Ltd, Delhi,
2009.

ƒ Pankaj Kumar, ‘’Customer Relationship Management in Retail Banking”,

Bank Quest, The Journal of Indian Institute of banking & Finance,
October – December 2009, Vol. 80, No. 4.

ƒ Periasamy P., and Balasubramanian, J.V. “Customer’s Awareness &

Problems of Services in Bank: A Study”, Southern Economist, February
15, 2008, Vol. 46, No. 19.

ƒ Periasamy, P. and Balasubramanian ,J.V., “Customer’s Awareness and

Problems of Services in a Bank: A Study”, Southern Economist, Vol. 46,
No. 20, Feb 2008.

ƒ Pooja Mengi, “Customer satisfaction with service quality: An empirical

study of public and private sector banks”, The Journal of Management
Research, Vol. VIII, No. 9, September 2009.

ƒ Rajamohan ,V. and Maran , K., “CRM in Co-operative Banks: A Study

with Special Reference to Chennai City”, Southern Economist, August
2012.

ƒ Rajan Nair N. , “Marketing of banking Services”, The bankers, November

1992.

ƒ Rama ,E.L. and. Selva Kumar, M., “E-CRM in Indian Banks – An

Overview”, Vol. LViii, No. 1, October 2012.

ƒ Ramachandra S. T., Senior Manager, “Customer Relationship

Management, emerging strategies” Canara Bank, Bangalore in IBA
Bulletin, September 2002.

298
ƒ Ramar ,E.L and Selva Kumar, M “E-CRM in Indian Banks – An
Overview”, Monthly Public Opinion Surveys, Vol. LVIII, No.1, Oct
2012.

ƒ Ramola ,K.S and Sharma ,S.K., “Human Resource Management in Banks

Exploring the New Trends”, Southern Economist, October 1, 2005,
Vol.44, No.11.

ƒ Ruma Agnes, A., “CRM Practices in the Asia – Pacific Insurance

Industry- A Conceptual Study”, Indian Journal of Marketing,
November 2010, Vol. 40, No. 11.

ƒ Sanjay Kanti Das, “Customer Relationship Management in Banking

Sector: A Comparative Study of SBI and Other Nationalised Commercial
Banks in India”, Arth Prabhand: A Journal of Economics and
Management, Vol.1, Issue 6, September 2012.

ƒ Saravanan, P. ,“ CRM in Insurance Sector”, HRD Times, Vol. 14, No. 7,

February 2012.

ƒ Selvaraj ,A., “Customer Relationship Management in Business”,

Organisational Management, Vol. xxviii, No. 2, July-September 2012.

ƒ Sivaraman, P., “Innovative Marketing Strategies in Banking Sector”,

HRD Times, May 2012, Vol. 14, No. 5.

ƒ Srinivas Rao, G.,“CRM in Banking: Special Focus on CRM Initiatives”,

Southern Economist, November 15, 2009.

ƒ Subodh Kumar and Raj Pal Singh Rawat, “Customer Relations in Banks:
A Study”, Southern Economist, Vol. 50, No. 9, Sep 2011.

ƒ Sudhir Sharma and Akash Kumar, “CRM: A New Challenge for the
Banking Industry”, Southern Economist, July 2008.

ƒ Sujatha, P.,“Customer Loyalty in Banking Services”, HRD Times, July

2012, Vol. 14, No. 7.

299
 ƒ Sultan singh, “A Study of the Quality of Services Provided to SSI
Customers by Public Sector Banks”, Journal of Bank Management, Vol.
VII, No. 3, August 2008.

ƒ Thamizhvel, D ., “CRM in Banking Industry”, HRD Times, Vol. 13, No.

10, October 2011.

ƒ Vinod C. Dixit, “Marketing Banks Products”- IBA Bulletin- April, 2004.

ƒ Werner J. Reinartz & V. Kumar, “The Impact of Customer Relationship

characteristics on profitable lifetime duration”, Journal of Marketing, Vol.
67, No. 1, January 2003.

ƒ Yashoda,R, and Duggappa, M.C., “Customer Satisfaction in Banking

Sector of India”, Southern Economist, Vol. 50, No.15, Dec.2011.

WEBSITES ADDRESS

¾ www.articlesbase.com

¾ www.coolavenues.com

¾ www.ehow.com

¾ www.enzinearticles.com

¾ www.freejobalert.com

¾ www.indiainfoline.com

¾ www.inflibnet.c.in

¾ www.managementstudyguide.com

¾ www.rbi.org

¾ www.sodhganga.com

¾ www.tmb.in

¾ www.wikipedia.org

¾ www.crmguru.com

300