NAME – I.

Lokesh
ROLL NO – G17
GROUP NO – 2
PRESENTATION ON – RESEARCH PAPER

Customers Attitude Toward

Mobile Messaging
Technology In Promoting
CRM
Ashok Khurana and Vikas
chaudhary
 content
• Introduction
• Objectives
• Hypothesis
• Research methodology
• Result and discussion
• conclusion
 OBJECTIVEES
• To analyze the attitude of respondent toward
promotional mobile messages.
• To analyze the respondent opinion on mobile
messaging as a tool for promoting CRM.
• To analyze and identify the preferable sector
in which the respondents would like to avail
interactive mobile messaging.
• To study usage pattern of mobile messaging.
 hypothesis
Hypothesis 1
H0: there is no association between mobile
messaging and customer relationship
management.
H1: There is association between mobile
messaging and customer relationship
management.
 Hypothesis 2

H0 : the respondent opinion regarding preferred

services for receiving mobile messages are
uniformly distributed.
H1: the respondent opinion regarding preferred
services for receiving mobile messages are not
uniformly distributed.
 Research methodology
Sample size - 100 respondents.
Sample profile-
1- Gender
2- residential status
3- Age
4- education level
5- occupation
6- income
Collection of data- questionnaire method
 DISSCUSION AND RESULT
Promotional message/SMS received by respondent

Message received percentage

Yes 96

No 4

total 100

Respondent attitude toward unsolicited messages

attitude percentage
Ignore 79

Complain to customer care to block SMS 21

total 100
 Respondents opinion on sending
messages with prior permission
Response percentage
Yes 94
No 6
total 100
 Respondent opinion regarding
preference of selected services/sectors
for receiving mobile messaging
services
services percentage Chi-square P-value
banking 96 81.00 0.000*
insurance 92 73.96 0.000*
telecom 61 6.76 0.009*
Travel and lodging 52 0.16 0.689
healthcare 32 0.64 0.424
Media and 26 5.76 0.076
entertainment
financial 72 27.04 0.000*
Retail store 70 26.98 0.000*
Result of chi-square test on association
between statements on mobile
messaging and CRM
statements Chi-square value P-value
Customers are valuable 21.980 0.000*
Enhances customer experience 71.120 0.000*
Helps brand promotion 44.240 0.000*
Retain existing customers 52.400 0.000*
Develops customer intimacy 157.300 0.000*
Foster product adoption 53.840 0.000*
Promotes customer satisfaction 54.560 0.000*
Promotes customers loyalty 52.400 0.000*
Attracts new customers 86.300 0.000*
 conclusion
It shows that mobile messaging technology
enhance customer experience, helps brand
promotion, attract new customers, promote
customer satisfaction, as well as customer
loyalty and builds better CRM.