LIST OF TABLES. Table No. Table Name Page No Frequency tables on customization of services 56

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LIST OF TABLES

Table No. Table Name Page No.

4.2.1 Respondent’s age 48

4.2.2 Cross-tabulation between the ease of opening a bank account and age

50 4.2.3 Cross tabulation between the ease in opening a bank account and age

52 4.2.4 Crosstabulation between the documentation process and age

54 4.2.5 Frequency tables on customization of services 56 4.2.6 Frequency tables on appreciating customers 57 4.2.7 Cross-tabulation between having a relational program

and value of customer relations

58 4.2.8 Cross-tabulation between relationship management and value for customer relations

60 4.2.9 Cross-tabulation between Crm targeted or general and value for customer relations

62 4.2.10 Cross-tabulation between customer retention and customer relations

64 4.2.11 Cross-tabulation between the extent for customer retention and value for customer retention

65 4.2.12 Cross-tabulation between employee’s rewards and value for customer relations

67 4.2.13 Cross-tabulation between crm activities and value for customer relations

69

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Table No. Table Name Page No.

4.2.14 Cross-tabulation between crm programs and value for customer relations

70 4.2.15 Cross-tabulation between customer satisfaction with the communication channels and employees being encouraged to enhance their communication skills

72 4.2.16 Frequency tables on the ease of opening a bank account

74 4.2.17 Frequency table on the ease in opening a bank account

76 4.2.18 Cross tabulation between complicated or simple crm and having the crm software

78 4.2.19 Cross-tabulation tables between simplicity in operating the software and having crm software installed

80 4.2.20 Frequency tables on employees getting involved in relationship management

81 4.2.21 Frequency tables on how regular the banks informed their customers about new and old products

84 4.2.22 Frequency tables on efficiency as a result of technological change

86 4.2.23 Cross tabulation between value for customer relations and having a relational program

88 4.2.24 Cross-tabulation between crm being general or targeted and having a relational program.

90 4.2.25 Cross-tabulation between customer retention and having a relational program

92

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Table No. Table Name Page No.

4.2.26 Cross-tabulation between the extent of retention and having a relational program

92 4.2.27 Cross-tabulation between employees getting rewarded for good customer handling and having a relational program

94 4.2.28 Cross-tabulation between crm activities helping the bank in customer retention and having a relational program

96 4.2.29 Cross-tabulation between employees’ involvement in customer management and having a relational program

97 4.2.30 Cross-tabulation between effectiveness in crm activities and having a relational program

99 4.2.31 Frequency tables on opening a bank account 101 4.2.32 Frequency tables, managed to retain customer 102 4.2.33 Frequency table on the extent of retention 103 4.2.34 Frequency table crm activities helped the bank to

retain customers

105 4.2.35 Frequency tables on effectiveness of crm programs 105 4.2.36 Cross-tabulation between efficiency as result of

technological change in reference to the last 10 years

107 4.2.37 Cross-tabulation between customer response on technology and how it has changed the banking industry in the last 10 years

109

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Table No. Table Name Page No.

4.2.38 Cross-tabulation between overall performance of crm software and impact of technological change on the banking system in the last 10 years

111 4.3.1 Frequency tables on the ease of opening a bank account

113 4.3.2 Frequency table on the extent at which the bank offered customers trust and privacy

115 4.3.3 Frequency table on how satisfied the customers were with the bank in general

117 4.3.4 Cross-tabulation between familiarity with the banks products and receiving bank reminders

119 4.3.5 Cross-tabulation between satisfaction with bank products and receiving bank reminders

120 4.3.6 Frequency tables on employee knowledge in answering questions

122 4.3.7 Frequency tables on how regular customers received bank reminders

124 4.3.8 Frequency tables on customer satisfaction with the bank’s products

126 4.3.9 Cross-tabulation between having a liking for customer care programs and being satisfied with the banks communication channels

128 4.3.10 Cross-tabulation between bank’s ability to deal with customer complaints and satisfaction with the banks communication channels

130

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Table No. Table Name Page No.

4.3.11 Cross-tabulation between finding support centers effective and satisfaction with the banks communication channels

132 4.3.12 Cross-tabulation between employees having knowledge to answer questions and customer satisfaction with the bank’s communication channels

134 4.3.13 Cross-tabulation between employees giving customers individual attention and customers being satisfied with the banks communication channels

136 4.3.14 Frequency tables on the extent at which the bank offers trust and privacy

139 4.3.15 Frequency tables on customer satisfaction in general 140 4.3.16 Frequency tables on customer’s interest in

developing a relationship with the bank

141 4.3.17 Frequency tables on customer satisfaction with the bank’s communication channels

143 4.3.18 Cross-tabulation between customer product satisfaction and familiarity the banks products

146 4.3.19 Frequency tables on customers hearing about customer relationship management (crm)

148 4.3.20 Cross-tabulation between finding the software installed in the ATM booth user friendly and having an ATM card

150 4.3.21 Cross-tabulation between rating the software and having an ATM card

152

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Table No. Table Name Page No.

4.3.22 Cross-tabulation between delivery channel preferred and having an ATM card

154 5.1a Opening a bank account 157

5.2 a Accessing a bank account 157

5.3 a Accessing the bank 158

5.4 a Documentation process 158

5.5 a Loyalty program 159

5.6 a Customize services 159

5.7 a Appreciate customers 160

5.8 a Have a referral program 160

5.9 a Referral program-benefits to the customer 161 5.10 a Referral program-benefits to the bank 161

5.11 a Managed to retain customers 162

5.12 a To what extent banks have managed to retain customers

162 5.13 a Have a relational program 163

5.14 a Employees are involved in relationship management 163 5.15 a Relational program targeted or general 164

5.16 a Value customer relations 164

5.17 a Consider customer retention as an important issue 165

5.18 a If yes to what extent 165

5.19 a Employees are rewarded for good customer handling 166

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Table No. Table Name Page No.

5.20 a Has relationship management activities helped your bank to retain customers

166 5.21 a How effective are your customer relationship programs

167 5.22 a Interaction with customers 167

5.23 a Customers are satisfied with the communication channels

168 5.24 a Employees are encouraged to enhance their communication skills

168 5.25 a Focus on customer needs while designing your offerings

169 5.26 a Have a CRM software 169

5.27 a Simple to operate the software 170

5.28 a Has technology changed your banking system in the last 10 years

170 5.29 a Efficiency as a result of technological change 171 5.30 a Customer response to the change in technology 171 5.31 a Overall performance of the CRM software 172

5.32 a Ease in opening an account 172

5.33 a Trust and privacy 173

5.34 a Satisfied with the bank in general 173

5.35 a Interested in developing a relationship 174

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Table No. Table Name Page No.

5.36 a Employees supportive 174

5.37 a Have a referral program 175

5.38 a Familiar with the banks products 175

5.39 a Customize products 176

5.40 a Satisfied with the bank’s products 176 5.41 a Satisfied with the bank’s communication channels 177

5.42 a Like customer care programs 177

5.43 a Bank’s ability to deal with customer complaints 178 5.44 a Heard about customer relationship management 178