Volume : 2, Issue : 1, January - 2013

Exploring the Online service quality dimensions in Service sectors Impact on developing e–CRM in Indian banking sector

Shilpa Santosh Chadichal, Dr. Sheelan Misra

Abstract :

This paper aims to explore service quality dimensions that ing a noticeable difference in the relationship marketing strategies implemented by banking sector. The paper also aims to study service quality dimensions that helps bank in developing customer relationship by providing the website based banking services in banking market in India and explore the conceptual foundations of CRM by examining the literature on relationship marketing and one–to–one relationship with customers that integrate database knowledge with a long–term customer retention and growth strategy. These dimensions of service quality should be viewed as the evidence of improving perceived service quality with respect to website–based banking in the minds of its current customers. The service quality dimensions are analysed using exploratory factor analysis and reliability and validity factors that contribute to customer relationship are established through confirmatory factor analysis. Thus paper introduces the concept of service quality dimensions and its significance for developing e–CRM.