CONTENTS

NO. TITLE PAGE NO.

1 INTRODUCTION 1-6
2 REVIEW OF LITERATURE 7 – 14
3 COMPANY PROFILE 15 – 23
4 DATA ANALYSIS AND INTERPRETATION 24 – 57
5 FINDINGS, SUGGESTION & CONCLUSION 58 - 61
BIBLIOGRAPHY
APPENDIX
 CHAPTER 1
INTRODUCTION
 CHAPTER 2

REVIEW OF LITERATURE
 CHAPTER 3

COMPANY PROFILE
 CHAPTER 4

DATA ANALYSIS AND INTERPRETATION

 CHAPTER 5

FINDINGS, SUGGESTIONS AND CONCLUSION

BIBLIOGRAPHY
APPENDIX
 DECLARATION

I, hereby declare that this dissertation entitled “A COMPARATIVE STUDY ON

THE EFFECTIVENESS OF CUSTOMER RELATIONSHIP MANAGEMENT IN
PUBLIC AND PRIVATE SECTOR BANKS WITH SPECIAL REFERENCE TO
SBI KOLENCHERY AND HDFC KOLENCHERY” is a bonafide work done by me
under the supervision of Mrs. VANIMOL E.R, Assistant professor Department of
commerce, St. Mary’s college of commerce and management studies Thuruthiply and is
submitted to the Mahatma Gandhi University for the partial fulfillment of the Master
Degree of Commerce. I further declare that this project work has not been submitted by
me fully or partially for the award of any Degree, Diploma or other similar title or
recognition.

Place: Thuruthiply SALINI MOHAN

Date: (Reg.No:170011014721)
 LIST OF TABLES

TABLE TITLE PAGE

NO. NO:
4.1 Classification of banking service used 24
4.2.a Prompt service provided by the bank 25
4.2.b Simplified formalities provided by the bank 26
4.2.c Timely service provided by the bank 27
4.2.d Level of knowledge of the employees 28
4.2.e ATM Facilities provided by the bank 29
4.2.f Promptly attending customer calls 30
4.2.g Supply of correct information’s to customers 31
4.3.a Opinion on recognition of individuals 32
4.3.b Development of awareness of the customers 33
4.3.c Level satisfaction with regards to educate customers 34
4.3.d Hi-Tech Services provided by the bank 35
4.3.e Respect the sentiments and values of the customer 36
4.3.f Speedy services provided by the bank 37
4.4.a Innovative services provided by the bank 38
4.4.b Providing quality customer care services 39
4.4.c Efficient complaint management system of banks 40
4.4.d Transparency of operations of banks 41
4.4.e Customer opinion regarding nominal service charges 42
4.5.a 24 hours service provided to customers 43
4.5.b Customer opinion regarding Anywhere banking 44
4.5.c Customer opinion regarding Telephone banking 45
4.5.d Customer opinion regarding Internet banking 46
4.5.e Customer opinion on Door step banking 47
4.6.a Overall service is good 48
4.6.b Satisfied with the current service provider 49
4.6.c Satisfied with the overall service package 50
4.7.a Will go on using the same service provider 51
4.7.b Recommend the service provider to others 52
4.7.c Service provider is a leading firm in the industry 53
4.7.d Service providers positive image 54
4.8.a Customer retention in public and private sector banks 56

LIST OF FIGURES
GRAPH TITLE PAGE NO:
NO.
4.1 Classification of banking service used 24
4.2.a Prompt service provided by the bank 25
4.2.b Simplified formalities provided by the bank 26
4.2.c Timely service provided by the bank 27
4.2.d Level of knowledge of the employees 28
4.2.e ATM Facilities provided by the bank 29
4.2.f Promptly attending customer calls 30
4.2.g Supply of correct information’s to customers 31
4.3.a Opinion on recognition of individuals 32
4.3.b Development of awareness of the customers 33
4.3.c Level satisfaction with regards to educate customers 34
4.3.d Hi-Tech Services provided by the bank 35
4.3.e Respect the sentiments and values of the customer 36
4.3.f Speedy services provided by the bank 37
4.4.a Innovative services provided by the bank 38
4.4.b Providing quality customer care services 39
4.4.c Efficient complaint management system of banks 40
4.4.d Transparency of operations of banks 41
4.4.e Customer opinion regarding nominal service charges 42
4.5.a 24 hours service provided to customers 43
4.5.b Customer opinion regarding Anywhere banking 44
4.5.c Customer opinion regarding Telephone banking 45
4.5.d Customer opinion regarding Internet banking 46
4.5.e Customer opinion on Door step banking 47
4.6.a Overall service is good 48
4.6.b Satisfied with the current service provider 49
4.6.c Satisfied with the overall service package 50
4.7.a Will go on using the same service provider 51
4.7.b Recommend the service provider to others 52
4.7.c Service provider is a leading firm in the industry 53
4.7.d Service providers positive image 54

ST. MARY’S COLLEGE OF COMMERCE AND

MANAGEMENT STUDIES, THURUTHIPLY
(Affiliated To Mahatma Gandhi University, Kottayam)
 CERTIFICATE

This is to certify that the project report entitled “A COMPARATIVE STUDY ON

THE EFFECTIVENESS OF CUSTOMER RELATIONSHIP MANAGEMENT IN
PUBLIC AND PRIVATE SECTOR BANKS WITH SPECIAL REFERENCE TO
SBI KOLENCHERY AND HDFC KOLENCHERY” is submitted by, SALINI
MOHAN M.Com Finance, St. Mary’s College of Commerce and Management Studies,
Thuruthiply, under the guidance and supervision of Mrs. VANIMOL E.R.

Place: Thuruthiply Fr. EBIN .K. ALIAS

Date: Principal

ST. MARY’S COLLEGE OF COMMERCE AND

MANAGEMENT STUDIES, THURUTHIPLY
(Affiliated To Mahatma Gandhi University, Kottayam)
 CERTIFICATE

This is to certify that the dissertation entitled “A COMPARATIVE STUDY ON THE

EFFECTIVENESS OF CUSTOMER RELATIONSHIP MANAGEMENT IN
PUBLIC AND PRIVATE SECTOR BANKS WITH SPECIAL REFERENCE TO
SBI KOLENCHERY AND HDFC KOLENCHERY” is a bonafide record of original
work done independently by SALINI MOHANM.Com Finance, St. Mary’s College of
Commerce and Management Studies, Thuruthiply, under my guidance and supervision
submitted to Mahatma Gandhi University, Kottayam for the Degree of Master of
Commerce.

ASHAMOL M K Mrs. VANIMOL E.R

Head of the department Faculty Guide

Place: Thuruthiply
Date:

Viva-Voice Examination held on………… External Examiner

“A COMPARATIVE STUDY ON THE EFFECTIVENESS

OF CUSTOMER RELATIONSHIP MANAGEMENT IN
PUBLIC AND PRIVATE SECTOR BANKS”
 With Special Reference To SBI Kolenchery and HDFC Bank
Kolenchery

DISSERTATION

Submitted to Mahatma Gandhi University

In partial fulfillment of the requirement for the Award of degree of
MASTER OF COMMERCE

Submitted by
SALINI MOHAN

(Reg.No:170011014721)

M.COM (FINANCE STREAM)

Under the Guidance of

Mrs. VANIMOL E.R

DEPARTMENT OF COMMERCE

ST.MARY’S COLLEGE OF COMMERCE AND MANAGEMENT

STUDIES, THURUTHIPLY
(2017 – 2019)

ACKNOWLEDGEMENT

First of all I thank ALMIGHTY GOD for guiding me in fulfilling my intentions

successfully.
I extent my sincere thanks to Fr, EBIN .K. ALIAS, Principal, St. Mary’s college of
Commerce and Management Studies Thuruthiply, for providing the necessary facilities
to carry out this project work.

I express my profound gratitude to my guide Mrs. VANIMOL E.R, commerce

department, St. Mary’s college of Commerce and Management Studies Thuruthiply, for
her valuable guidance and suggestions rendered during the preparation of the report.

I extent my sincere thanks to Mrs. ASHAMOL M.K, Head of the

department, St. Mary’s college of Commerce and Management Studies Thuruthiply, for
her help and encouragement.

Finally I take this opportunity to thanks my parents and friends for their
support and encouragement.

SALINI MOHAN

QUESTIONNAIRE

1. Name :
2. Name of bank :
 3. Age
18.30 30-50 50-65 above 60
4. Gender
Male Female
5. Marital status :
Single Married
6. Occupation
Business Employees Farmers others

Rate the following variables with TICK mark

7. Banking service used

SL. No Services Public sector Private sector

1 General services like deposits, loans

2 Net banking

3 ATM facilities

4 Others

8. Service quality of banks

Sl.N Variables Rate

o.
Highly Satisfied Moderate Dissatisfied Highly
satisfied dissatisfied

1 Prompt service

2 Simplified
formalities

3 Timely service

4 Knowledge of
employees

5 ATM facilities

6 Attending
customers calls

7 Supply correct
information
 9. Antecedents of the CRM acceptance

SL. Variables Rate

No
Highly Satisfied Moderate Dissatisfied Highly
satisfied dissatisfied

1 Recognition of
individuals

2 Development
of awareness

3 Educate
customers

4 Hi-tech
services

5 Respect the
sentiments and
values

6 Speedy service

10. Customer retention at banks

Sl. Variables Rate

No
Highly Satisfied Moderate Dissatisfied Highly
satisfied dissatisfied

1 Innovative
services

2 Customer care
services

3 Complaint
management
system

4 Transparency

5 Nominal
service charges

11. customer service strategies (CSS) at banks

Sl. Variables Rate

No Highly Satisfied Moderate Dissatisfied Highly
satisfied dissatisfied

1 24 hours
service

2 Anywhere
banking

3 Telephone
banking

4 Internet
banking

5 Door step
services

12. customer satisfaction on banks

Sl. Variables Rate

No
Strongly Agree Moderate Disagree strongly
Agree Disagree

1 Overall service is
good

2 Satisfied with the

current service
provider

3 Satisfied with the

overall service
package

13. customer’s loyalty

SL. Variables Rate

No Strongly Agree Moderate Disagree Strongly
Agree Disagree

1 I will go on using this

same service provider
2 I recommend this
service provider to
others

3 My service provider
is a leading firm in
this sector

4 My service provider
has a positive image

BIBLIOGRAPHY

BOOKS

 Battle,F.(2008),The CRM value chain, marketing business, 52-55, 2001

Retrieved January 25, 2008.
 Battle , F. (2009), CRM, Concepts and Technologies, 2nd edition, Elsevier
ltd.,p.20.
  Chary T. Satya Narayana and Ramesh, R. (2012). Customer Relationship
Management in Banking Sector- A Comparative Study, KKIMRC IJRHRM,
1(2),20-29.
 Kothari, C.R(2004): Research Methodology, Methods and Techniques, 2nd edition
and revised edition , New Age International Publishers, Delhi.

WEBSITES

 www.researchgate.com
 En.m.wikipedia.org
 www.lap-publishing.com
 Shodhganga.inaibnet.ac.in