Adopting E-CRM in Banking: A Comprehensive Survey of Customer Perspectives in Haryana

Authors

  • Vaishali Devi Research Scholar, Department of Commerce, Faculty of Management and Commerce, BMU, Rohtak Author
  • Prof. Anil Kanwa Professor, Department of Management, Faculty of Management and Commerce, BMU, Rohtak Author
  • Dr. Jayant Hooda Assistant Professor, Department of Commerce, SRM University, Sonipat Author

DOI:

https://doi.org/10.31305/rrijm2024.v04.n02.004

Keywords:

Banking, Customer Perspectives, E-CRM, Customer-centric approach

Abstract

Nowadays all the banks are using E-CRM practices to streamline the various banking processes and to adopt Customer-centric approach. In this paper, we aim to provide a comprehensive analysis of the awareness, perception, and influencing factors of Electronic Customer Relationship Management (E-CRM) practices among bank customers in Haryana using a primary survey. The research captures various aspects of E-CRM from the customers' perspective. It assesses the level of awareness about E-CRM practices, examining customers' understanding of the digital tools and techniques employed by banks to manage relationships. The study also explores customers' perceptions of different dimensions of E-CRM, such as effectiveness, efficiency, and convenience. Additionally, it identifies the key factors influencing the adoption and success of E-CRM in the banking sector. By analyzing these elements, the research provides valuable insights into the perception and implementation of E-CRM practices in Haryana.

Author Biographies

  • Vaishali Devi, Research Scholar, Department of Commerce, Faculty of Management and Commerce, BMU, Rohtak

    Vaishali Devi received his Bachelor of Commerce from PIG GCW Jind, Haryana, India and Master of Commerce from Govt. College Jind, Haryana, India. She is currently pursuing his Ph.D. Degree from Department of Commerce, Faculty of Management and Commerce from Baba Mastnath University, Rohtak. She is also currently working as Assistant Professor in Commerce at Govt. College Alewa (Jind) affiliated to Chaudhary Ranbir Singh University, Jind (Haryana). She is also a member of Board of Under graduate Studies, Department of Commerce of Chaudhary Ranbir Singh University, Jind (Haryana).

  • Prof. Anil Kanwa, Professor, Department of Management, Faculty of Management and Commerce, BMU, Rohtak

    Dr Anil Kanwa acquired his Bachelor of Science degree from Maharshi Dayanand University, Rohtak, Haryana. He received his Masters in Business Administration from Birla Institute of Technology (Deemed University), Mesra, Ranchi. He obtained his M Phil in Management from Madurai Kamaraj University, Madurai, Tamil Nadu. He received his Ph D in Management from Maharshi Dayanand University Rohtak, Haryana. He has worked as Head, Faculty of Business Studies, Hindu College, Sonepat, Haryana. He has been member of UG Board of Studies in Management in Maharshi Dayanand University, Rohtak Haryana. Currently he is Dean, Faculty of Management and Commerce, Baba Mastnath University, Rohtak, Haryana.

  • Dr. Jayant Hooda, Assistant Professor, Department of Commerce, SRM University, Sonipat

    Dr. Jayant Hooda is a distinguished scholar and Assistant Professor at SRM University, Delhi NCR, Haryana, Sonepat. He completed his Bachelor of Commerce (B.Com) at (MDU), Rohtak, and subsequently earned his Master of Commerce (M.Com) from the University of Delhi. Dr. Hooda further enhanced his expertise by obtaining a Ph.D. from the Central University of Haryana. His research and pedagogical endeavors are concentrated on commerce and management, demonstrating his profound dedication to the discipline.

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Published

2024-06-30

Issue

Vol. 4 No. 2 (2024): RRIJM [APR-JUN]

Section

Articles

How to Cite

Devi, V., Kanwa, A., & Hooda, J. (2024). Adopting E-CRM in Banking: A Comprehensive Survey of Customer Perspectives in Haryana. Revista Review Index Journal of Multidisciplinary, 4(2), 27-33. https://doi.org/10.31305/rrijm2024.v04.n02.004