CHAPTER V ANALYSIS AND INTERPRETATION

CHAPTER V ANALYSIS AND INTERPRETATION 1

CHAPTER-V: ANALYSIS AND INTERPRETATION OF DATA 5.1. DESCRIPTIVE ANALYSIS OF DATA: Research consists of a systematic observation and description of the properties of objects and phenomena with a purpose of discovering relationship between variables so as to develop generalizations and arrive at sound conclusions. An experimental study yields data which needs to be organized and statistically analysed. Organising the result data includes editing classifying and tabulating data. These processes provide various statistical computations. Figure No. 5.1: Analysis of Data Descriptive analysis is the study of the distribution with respect to one variable; this study provides us with the profile of the characteristics of any one variable. This sort of analysis with respect to one variable is called as one-dimensional analyses. Measures of central tendency or statistical averages tell the point about which items tend to cluster. Although measures on central tendency are very useful in describing the nature of a distribution of measures, they will not give the researcher a complete picture of the data. Measures of dispersion give an idea about the scatter of values of items of a variable in the series around the true value of average. The SD is the most stable index of variability and is customarily employed in experimental work and in research studies. 2

5.2. INFERENTIAL ANALYSIS OF DATA Inferential analysis helps in making conclusions regarding the data collected. Statistical methods are used to describe the data and rule out errors of sampling variation. The present study was aimed at examining whether the programme that was implemented for bringing about gender sensitiveness was effective. This can be done by testing of hypotheses that were formulated and accepting or rejecting them. Hypothesis: A hypothesis is a proposed answer to a research question. It is a projection of how concepts are related to each other. In a way, it is a speculation of the outcomes of a research. These are directed towards some conclusion which will be helpful in examining the phenomenon under consideration in the research. Hypothesis may be: I) Directional or declarative hypothesis and II) ) Non- directional or null hypothesis. In the present study, null hypotheses have been formulated for testing those using statistical techniques. These have been formulated so that no preconceived attitude might influence the investigator during the conduct of the study. Null Hypothesis: According to Best and Kahn, A research hypothesis is a formal affirmative statement predicting a single outcome, a tentative explanation of the relationship between two or more variable. A null hypothesis is non-directional in nature and it does not specify the direction or relationship among the variables. Testing a null hypothesis helps the researcher in making an observation whether the differences among the variables arise out of chance fluctuations or not. 3

Null hypothesis (H 0 ): Proposition stating that there is no significant relationship between two variables Alternate hypothesis (H 1 ): Statement proposing significant relationship between two variables Or significant difference between two groups Hypotheses are formulated in order to explain observed facts and draw conclusions regarding the relation between variables. For this purpose, each hypothesis is tested individually to examine whether they are significant or not. The methodology discussed in the previous chapter provided the baseline for the data collection as well as to form the structured questionnaire. The questionnaires are of two types one for the bank employees and another for the customers of the selected sample banks. 4

5.3. HYPOTHESIS TESTING TOOLS 5.3.1. Chi square Test: Chi-square is a statistical test usually used to compare observed data with data researcher would expect to obtain according to a specific hypothesis. Were the deviations between the observed and expected frequencies is calculated to know whether the difference between observed and expected frequencies is due to statistical error or actual difference exists among the expected and observed frequencies. Calculating value of chi square is compared against the table value if the significance value of Chi square test is below 5% significance level, then researcher have to reject the null hypothesis. If the significance level of chi square is above 5% then researcher had to accept the null hypothesis and reject the alternate hypothesis. 5.3.2. ANOVA: The one-way ANOVA compares the means between the groups you are interested in and determines whether any of those means are statistically significantly different from each other. Specifically, it tests the null hypothesis: - Where µ = group population mean and k = number of groups. The alternative hypothesis (H1) is that there are at least two group means that are significantly different from each other. 5

5.4. CRM ANALYSIS FOR BANKS: Questionnaire - I with Section A, B, C, D is having 35 questions.questionnaire - II for Customers with 30 questions was asked to customers to review CRM related to each Bank. Various Factors extracted from various existing researchers and articles related to CRM was summarized and put to respondents to rate each Factor satisfaction. These details are considered in Question Set Main I (Annexure 3) to understand the response of Managers on each question. SAMPLE SIZE: In this analysis 40 respondents has given the response from Staff i.e. Managers. 600 customers from all four Banks have responded to various questions asked to them. The lowest value used in the analysis 1 and the highest value is 5. Analyses have been done to understand the basic statistical tools and results Table Shows the results of various questions asked to Bank Managers and customers. Sample size used is the actual responses received from various respondents. Following section of questions has been analysed: a. Perception of Official Respondents on CRM b. Performance review by Official Respondents c. Problem Analysis by Official Respondents d. Importance of CRM by Official Respondents 5.5. IMPORTANT FACTORS ANALYZED After having responses on 20 factors it was analysed that only eight factors were more associated and they play vital role in banks. TABLE 5.1 SHOWS THE DETAIL BELOW 6

Section A: Questions to know the perception of respondents. Q.1 CRM leads to improved performance in Bank Rating Scale 1 2 3 4 5 Total Count % Count % Count % Count % Count % Count % SBI 0 0 0 0 0 0 0 0 10 100 10 100 BOM 0 0 0 0 0 0 4 40 6 60 10 100 DENA 0 0 0 0 0 0 4 40 6 60 10 100 ICICI 2 20 0 0 0 0 4 40 4 40 10 100 Total: 2 5 0 0 0 0 12 30 26 65 40 100 Q.2 Do you think better work will be done, if CRM is made better. Rating Scale 1 2 3 4 5 Total Count % Count % Count % Count % Count % Count % SBI 0 0 0 0 0 0 0 0 10 100 10 100 BOM 0 0 0 0 0 0 2 20 8 80 10 100 DENA 0 0 0 0 2 20 2 20 6 60 10 100 ICICI 2 20 0 0 0 0 2 20 6 60 10 100 Total: 2 5 0 0 2 5 6 15 30 75 40 100 Q.3 CRM is very important in service organization like Banks. Rating Scale 1 2 3 4 5 Total Count % Count % Count % Count % Count % Count % SBI 0 0 0 0 0 0 0 0 10 100 10 100 BOM 0 0 0 0 0 0 2 20 8 80 10 100 DENA 0 0 0 0 0 0 4 40 6 60 10 100 ICICI 2 20 0 0 0 0 4 40 4 40 10 100 Total: 2 5 0 0 0 0 10 25 28 70 40 100 Q.4 CRM is going to improve the business in Banks. Rating Scale 1 2 3 4 5 Total Count % Count % Count % Count % Count % Count % SBI 0 0 0 0 0 0 0 0 10 100 10 100 BOM 0 0 0 0 0 0 6 60 4 40 10 100 DENA 0 0 0 0 0 0 4 40 6 60 10 100 ICICI 2 20 0 0 2 20 0 0 6 60 10 100 Total: 2 5 0 0 2 5 10 25 26 65 40 100 7

Q.5 Have you managed customers according to CRM? Rating Scale 1 2 3 4 5 Total Count % Count % Count % Count % Count % Count % SBI 0 0 0 0 2 20 2 20 6 60 10 100 BOM 0 0 0 0 0 0 8 80 2 20 10 100 DENA 0 0 2 20 0 0 4 40 4 40 10 100 ICICI 2 20 0 0 2 20 0 0 6 60 10 100 Total: 2 5 2 5 4 10 14 35 18 45 40 100 Q.6 Have you implemented CRM guidelines? Rating Scale 1 2 3 4 5 Total Count % Count % Count % Count % Count % Count % SBI 0 0 0 2 20 2 20 6 60 10 100 BOM 0 0 0 0 2 20 4 40 4 40 10 100 DENA 0 0 0 0 4 40 4 40 2 20 10 100 ICICI 0 0 2 20 2 20 0 0 6 60 10 100 Total: 0 0 2 5 10 25 10 25 18 45 40 100 Q.7 Have redesigned jobs according to the requirement of CRM? Rating Scale 1 2 3 4 5 Total Count % Count % Count % Count % Count % Count % SBI 0 0 0 0 2 20 0 0 8 80 10 100 BOM 0 0 0 0 2 20 6 60 2 20 10 100 DENA 0 0 2 20 2 20 2 20 4 40 10 100 ICICI 0 0 2 20 2 20 2 20 4 40 10 100 Total: 0 0 4 10 8 20 10 25 18 45 40 100 Q.8 Have you improved relations with the customers? Rating Scale 1 2 3 4 5 Total Count % Count % Count % Count % Count % Count % SBI 0 0 0 0 0 0 2 20 8 80 10 100 BOM 0 0 0 0 0 0 2 20 8 80 10 100 DENA 0 0 0 0 0 0 6 60 4 40 10 100 ICICI 0 0 2 20 0 0 2 20 6 60 10 100 Total: 0 0 2 5 0 0 12 30 26 65 40 100 8

Q.9 Have you prepared your people to work in CRM environment? Rating Scale 1 2 3 4 5 Total Count % Count % Count % Count % Count % Count % SBI 0 0 0 0 2 20 2 20 6 60 10 100 BOM 0 0 0 0 0 0 6 60 4 40 10 100 DENA 0 0 2 20 2 20 2 20 4 40 10 100 ICICI 0 0 2 20 0 0 2 20 6 60 10 100 Total: 0 0 4 10 4 10 12 30 20 50 40 100 Q.10 Have you benchmarked your organization performance with best practices of other banks? Rating Scale 1 2 3 4 5 Total Count % Count % Count % Count % Count % Count % SBI 0 0 0 0 2 20 0 0 8 80 10 100 BOM 0 0 0 0 6 60 2 20 2 20 10 100 DENA 0 0 0 0 4 40 4 40 2 20 10 100 ICICI 0 0 2 20 0 0 6 60 2 20 10 100 Total: 0 0 2 5 12 30 12 30 14 35 40 100 Q.11 Has organization taken transformation initiative? Rating Scale 1 2 3 4 5 Total Count % Count % Count % Count % Count % Count % SBI 0 0 0 0 0 0 0 0 10 100 10 100 BOM 0 0 0 0 4 40 2 20 4 40 10 100 DENA 0 0 0 0 6 60 0 0 4 40 10 100 ICICI 0 0 0 0 0 0 4 40 6 60 10 100 Total: 0 0 0 0 10 25 6 15 24 60 40 100 Q.12 Do you feel motivated with CRM polices? Rating Scale 1 2 3 4 5 Total Count % Count % Count % Count % Count % Count % SBI 0 0 0 0 0 0 0 0 10 100 10 100 BOM 0 0 0 0 0 0 4 40 6 60 10 100 DENA 0 0 0 0 2 20 2 20 6 60 10 100 ICICI 0 0 2 20 2 20 0 0 6 60 10 100 Total: 0 0 2 5 4 10 6 15 28 70 40 100 9

Q.13 Your bank has well defined privacy policy which is clearly mentioned in the website of your bank. Rating Scale 1 2 3 4 5 Total Count % Count % Count % Count % Count % Count % SBI 0 0 0 0 0 0 0 0 10 100 10 100 BOM 0 0 0 0 0 0 2 20 8 80 10 100 DENA 0 0 2 20 2 20 0 0 6 60 10 100 ICICI 0 0 2 20 0 0 0 0 8 80 10 100 Total: 0 0 4 10 2 5 2 5 32 80 40 100 Q.14 Your bank provides e-mail facility to the customers. Rating Scale 1 2 3 4 5 Total Count % Count % Count % Count % Count % Count % SBI 0 0 0 0 0 0 0 0 10 100 10 100 BOM 0 0 0 0 0 0 4 40 6 60 10 100 DENA 0 0 2 20 0 0 2 20 6 60 10 100 ICICI 2 20 0 0 0 0 0 0 8 80 10 100 Total: 2 5 2 5 0 0 6 15 30 75 40 100 Q.15 The online customer service and support staff of your bank is quite efficient in problem solving. Rating Scale 1 2 3 4 5 Total Count % Count % Count % Count % Count % Count % SBI 0 0 0 0 0 0 0 0 10 100 10 100 BOM 0 0 0 0 4 40 2 20 4 40 10 100 DENA 0 0 0 0 2 20 6 60 2 20 10 100 ICICI 0 0 2 20 0 0 0 0 8 80 10 100 Total: 0 0 2 5 6 15 8 20 24 60 40 100 Q.16 Your bank offers the facility of online registration to keep the complete a/c information of the customers. Rating Scale 1 2 3 4 5 Total Count % Count % Count % Count % Count % Count % SBI 0 0 0 0 0 0 0 0 10 100 10 100 BOM 0 0 2 20 2 20 2 20 4 40 10 100 DENA 0 0 0 0 2 20 4 40 4 40 10 100 ICICI 2 20 0 0 0 0 0 0 8 80 10 100 Total: 2 5 2 5 4 10 6 15 26 65 40 100 10

Q.17 Your bank contains a list of frequently ask questions along with their appropriate solutions. Rating Scale 1 2 3 4 5 Total Count % Count % Count % Count % Count % Count % SBI 0 0 0 0 0 0 2 20 8 80 10 100 BOM 0 0 2 20 2 20 2 20 4 40 10 100 DENA 0 0 2 20 4 40 2 20 2 20 10 100 ICICI 2 20 0 0 0 0 8 80 10 100 Total: 2 5 4 10 6 15 6 15 22 55 40 100 Q.18 The customer care and support staff of your bank is easily approachable through toll free numbers. Rating Scale 1 2 3 4 5 Total Count % Count % Count % Count % Count % Count % SBI 0 0 0 0 0 0 2 20 8 80 10 100 BOM 0 0 0 0 6 60 0 0 4 40 10 100 DENA 0 0 0 0 0 0 6 60 4 40 10 100 ICICI 0 0 2 20 0 0 0 0 8 80 10 100 Total: 0 0 2 5 6 15 8 20 24 60 40 100 Q.19 Your bank offers online order within 3-clicks facility for the key customers. Rating Scale 1 2 3 4 5 Total Count % Count % Count % Count % Count % Count % SBI 2 20 0 0 0 0 4 40 4 40 10 100 BOM 0 0 0 0 2 20 4 40 4 40 10 100 DENA 2 20 0 0 6 60 2 20 0 0 10 100 ICICI 2 20 0 0 0 0 0 0 8 80 10 100 Total: 6 15 0 0 8 20 10 25 16 40 40 100 Q.20 The website of your bank contains online bulletin board where customers can leave their messages to the general public. Rating Scale 1 2 3 4 5 Total Count % Count % Count % Count % Count % Count % SBI 2 20 0 0 2 20 0 0 6 60 10 100 BOM 4 40 0 0 0 0 2 20 4 40 10 100 DENA 2 20 2 20 2 20 0 0 4 40 10 100 ICICI 2 20 2 20 0 0 0 0 6 60 10 100 Total: 10 25 4 10 4 10 2 5 20 50 40 100 11

Q.21 Rating Scale The website of your bank contains voice over internet protocol (VOIP) facility at free of cost for the customers to make the voice calls online. 1 2 3 4 5 Total Count % Count % Count % Count % Count % Count % SBI 6 60 0 0 2 20 0 0 2 20 10 100 BOM 2 20 4 40 2 20 0 0 2 20 10 100 DENA 4 40 2 20 4 40 0 0 0 0 10 100 ICICI 4 40 0 0 0 0 0 0 6 60 10 100 Total: 16 40 6 15 8 20 0 0 10 25 40 100 Q.22 The website of your bank provides full information online regarding the site and other relevant information to the first time users. Rating Scale 1 2 3 4 5 Total Count % Count % Count % Count % Count % Count % SBI 6 60 0 0 2 20 0 0 2 20 10 100 BOM 2 20 4 40 2 20 0 0 2 20 10 100 DENA 4 40 2 20 4 40 0 0 0 0 10 100 ICICI 4 40 0 0 0 0 0 0 6 60 10 100 Total: 16 40 6 15 8 20 0 0 10 25 40 100 12

Section B: - Question for Performance review: Y/N Q.23 Our (Bank) CRM system helps in Identifying potential. Rating Scale Yes No Total Count % Count % Count % SBI 10 100 0 0 10 100 BOM 10 100 0 0 10 100 DENA 10 100 0 0 10 100 ICICI 10 100 0 0 10 100 Total: 40 100 0 0 40 100 Q.24 Our (Bank) CRM system helps inidentify training needs. Rating Scale Yes No Total Count % Count % Count % SBI 10 100 0 0 10 100 BOM 10 100 0 0 10 100 DENA 10 100 0 0 10 100 ICICI 10 100 0 0 10 100 Total: 40 100 0 0 40 100 Q.25 Our (Bank) CRM system helps in generating data for key skills Rating Scale Yes No Total Count % Count % Count % SBI 10 100 0 0 10 100 BOM 10 100 0 0 10 100 DENA 10 100 0 0 10 100 ICICI 10 100 0 0 10 100 Total: 40 100 0 0 40 100 Q.26 Our (Bank) CRM system helps in I feel business is better with CRM rather than without. Rating Scale Yes No Total Count % Count % Count % SBI 10 100 0 0 10 100 BOM 10 100 0 0 10 100 DENA 10 100 0 0 10 100 ICICI 10 100 0 0 10 100 Total: 40 100 0 0 40 100 13

Section C: - Question for Problem analysis Q.27 Problem faced by various departments for implementing CRM inflexibility to change Rating Yes No Total Scale Count % Count % Count % SBI 0 0 10 100 10 100 BOM 2 20 8 80 10 100 DENA 0 0 10 100 10 100 ICICI 0 0 10 100 10 100 Total: 2 5 38 95 40 100 Q.28 Problem faced by various departments for implementing CRM insupportable technology Rating Yes No Total Scale Count % Count % Count % SBI 2 20 8 80 10 100 BOM 2 20 8 80 10 100 DENA 0 0 10 100 10 100 ICICI 0 0 10 100 10 100 Total: 4 10 36 90 40 100 Q.29 Problem faced by various departments for implementing CRM losses faced by the organization Rating Yes No Total Scale Count % Count % Count % SBI 0 0 10 100 10 100 BOM 2 20 8 80 10 100 DENA 0 0 10 100 10 100 ICICI 0 0 10 100 10 100 Total: 2 5 38 95 40 100 Q.30 Problem faced by various departments for implementing CRM ready to face competition Rating Yes No Total Scale Count % Count % Count % SBI 6 60 4 40 10 100 BOM 8 80 2 20 10 100 DENA 8 80 2 20 10 100 ICICI 10 100 0 0 10 100 Total: 32 80 8 20 40 100 Q.31 Problem faced by various departments for implementing CRM under-utilization of resources Rating Yes No Total Scale Count % Count % Count % SBI 2 20 8 80 10 100 BOM 2 20 8 80 10 100 DENA 2 20 8 80 10 100 ICICI 0 0 10 100 10 100 Total: 6 15 34 85 40 100 14

Section D: - Question related to need and importance Q.32 The rating of parameters, plays important role in organization and result in implementation of CRM, improved performance Rating Scale Yes No Total Count % Count % Count % SBI 10 100 0 0 10 100 BOM 0 0 10 100 10 100 DENA 0 0 10 100 10 100 ICICI 0 0 10 100 10 100 Total: 10 25 30 75 40 100 Q.33 The rating of parameters, plays important role in organization and result in implementation of CRM as a status symbol Rating Scale Yes No Total Count % Count % Count % SBI 10 100 0 0 10 100 BOM 0 0 10 100 10 100 DENA 2 20 8 80 10 100 ICICI 0 0 10 100 10 100 Total: 12 30 28 70 40 100 Q.34 The rating of parameters, plays important role in organization and result in implementation of CRM, satisfied customer Rating Scale Yes No Total Count % Count % Count % SBI 10 100 0 0 10 100 BOM 0 0 10 100 10 100 DENA 0 0 10 100 10 100 ICICI 0 0 10 100 10 100 Total: 10 25 30 75 40 100 Q.35 The rating of parameters, plays important role in organization and result in implementation of CRM, customers give references to other people of your Bank? Rating Scale Yes No Total Count % Count % Count % SBI 10 100 0 0 10 100 BOM 0 0 10 100 10 100 DENA 0 0 10 100 10 100 ICICI 0 0 10 100 10 100 Total: 10 25 30 75 40 100 15

HYPOTHESIS 1: Null Hypothesis 1: There is no significant difference between customer relationship management practices in SBI, DENA AND BANK OF MAHARASHTRA and ICICI. To test this hypothesis from questionnaire Number of YES responses to the following questions related to CRM Policy were taken into consideration for each Bank. The hypothesis about equality of mean for four banks is tested with ANOVA technique. TABLE 5.2 QUESTIONS RELATED TO CRM POLICY SR. Q. NO. NO. DETAILS 1 1 BANK VALUES 2 2 PROBLEMS HANDLED 3 4 AVAILABILITY OF COMPLAINT BOX 4 6 PROVISION OF COMPLETE INFORMATION 5 9 CONSTANT TOUCH 6 12 CRM TO DEVELOP RELATIONSHIP 7 13 PROVISION OF PERSONALISED SERVICE 8 15 SUFFICIENT NO. OF BANK BRANCHES 9 16 ONLINE BANKING TO CONDUCT EASY BANK TRANSACTION 10 17 SECURITY OF TRANSACTION 11 21 REPLY IN SHORT TIME 12 26 BETTER SERVICE THAN OTHER BANKS 13 27 QUALITY OF FACILITIES 14 29 CONTINUITY OF BANK IN FUTURE 16

TABLE 5.3 THE NUMBER OF YES RESPONSES TO ABOVE QUESTIONS IS TABULATED BELOW Q. SR. NO. NO. SBI DENA BOM ICICI 1 1 142 114 140 174 2 2 127 120 130 164 4 3 120 9 22 161 6 4 111 57 50 115 9 5 90 54 36 130 12 6 91 108 98 140 13 7 102 115 53 129 15 8 96 112 138 171 16 9 109 100 137 174 17 10 109 76 113 158 21 11 70 83 34 143 26 12 72 113 36 167 27 13 97 134 39 169 29 14 105 45 127 157 TOTAL 1441 1240 1153 2152 AVERAGE 102.93 88.57 82.36 153.71 H 0 : µ BOM = µ DENA = µ ICICI = µ SBI Vs H 1 : µ BOM µ DENA µ ICICI µ SBI where µ denote average number of respondents in favour of CRM policies The levels of significance used are 5% and 1%. 17

TABLE 5.4 ANOVA TABLE IS AS FOLLOWS SOURCE DEGREES SUM OF OF SQUARES FREEDOM BETWEEN BANKS 3 WITHIN BANKS 52 TOTAL 55 99289.35714 MEAN SUM OF SQUARES F-RATIO TABLE VALUES 5% TABLE VALUES 1% 44038.92857 14679.643 13.81602728 2.76 4.13 55250.42857 1062.5082 Decision: Since F-calculated > F-table for both 5% and 1% l.o.s. Null Hypothesis H 0 :µ BOM = µ DENA =µ ICICI = µ SBI is rejected. Conclusion: There is significant difference between CRM policies in SBI, Dena, ICICI, and BOM. From Table No. 5.2 Average number of respondents in favour of CRM policies for ICICI is highest, it can be concluded that ICICI bank ranks first as far as CRM Policies are considered. 18

HYPOTHESIS 2: Null Hypothesis 2: There is no significant difference between awareness among customers of each of bank SBI, DENA, BOM and ICICI. To test this hypothesis from questionnaire Number of YES responses to the following questions related to Awareness were taken into consideration for each Bank. The hypothesis about equality of mean for four banks is tested with ANOVA technique. TABLE 5.5 QUESTIONS RELATED TO AWARENESS SR. Q. NO. NO. DETAILS 1 10 CO-OP. INCREASES USE OF CRM 2 11 SATISFACTION WITH RESPONSE RATE 3 13 PROVISION OF PERSONALISED SERVICE 4 14 ADEQUATE AVAILABILITY OF SPACE 5 19 IMPORTANCE OF ROLE OF TRUST 6 20 INFORMATION FROM OTHER MAKE ABLE TO USE MORE SERVICE 7 22 UNDUE EMPHASIS ON RULES & PROCEDURES BY STAFF 8 23 IS CUSTOMER KING 9 25 GETTING GREETING CARD ON FESTIVALS 10 26 BETTER SERVICE THAN OTHER BANKS 11 29 CONTINUITY OF BANK IN FUTURE 19

TABLE 5.6 THE NUMBERS OF YES RESPONSES TO ABOVE QUESTIONS ARE TABULATED BELOW SR. NO. SBI DENA BOM ICICI 1 105 93 120 137 2 112 81 125 154 3 102 115 53 129 4 79 93 137 174 5 130 122 128 157 6 115 126 28 31 7 103 117 136 173 8 102 71 74 139 9 45 9 14 163 10 72 113 36 167 11 105 45 127 157 TOTAL 1070 985 978 1581 AVERAGE 97.272727 89.545455 88.909091 143.72727 H 0 :µ BOM = µ DENA = µ ICICI = µ SBI Vs H 1 : µ BOM µ DENA µ ICICI µ SBI where µ denote average number of respondents in favour of awareness. The levels of significance used are 5% and 1%. 20

TABLE 5.7 ANOVA TABLE IS AS FOLLOWS SOURCE BETWEEN BANKS WITHIN BANKS DEGREES OF FREEDOM SUM OF SQUARES MEAN SUM OF SQUARES F-RATIO TABLE VALUES 5% TABLE VALUES 1% 3 22629.18182 7543.0606 5.175519302 2.84 4.31 40 58298 1457.45 TOTAL 43 80927.18182 Decision: Since F-calculated > F-table for both 5% and 1% l.o.s. Null Hypothesis H 0 :µ BOM = µ DENA =µ ICICI =µ SBI is rejected. Conclusion: There is significant difference between SBI, Dena, ICICI, and BOM as far as awareness is concerned. From Table No.5.5 Average number of respondents in favour of AWARENESS for ICICI is highest, it can be concluded that ICICI bank ranks first as far as AWARENESS of CRM is considered. 21

TABLE 5.8 CALCULATION OF EXPECTED NUMBER OF CUSTOMERS WHO WILL RETAIN WITH CRM STRATEGIES IN 2014 PER 600 CUSTOMERS FOR ALL FOUR SELECTED BANKS IN THANE CITY YEAR X NO. OF CRM USERS (Y) X*Y X 2 2009 1 256 256 1 2010 2 348 696 4 2011 3 355 1065 9 2012 4 389 1556 16 2013 5 451 2255 25 TOTAL X=15 Y=1799 XY=5828 X 2 = 55 VARIABLE Y DEPENDS ON X. Let a Y is the no. of CRM KNOWN CUSTOMERS and X is time or no. of years. By, ORDINARY LEAST SQUARE method, WE GET VALUES OF a AND b. Y= a + bx Normal equations y = Na + b x xy = a x + b x 2 By solving these two equations, we get, Value of b=43.1 and a=230.5 Thus, by putting values in Y= a + bx 22

Y = 230.5+ 43.1*6 = 230.5+258.6 = 489.1 Conclusion: Therefore, one can say that expected number of customers who will retain with CRM strategies with banks in 2014 per 600 customers can be 489. So, bank has to provide CRM services and get ready for more number of customers to be enrolled for the benefit of CRM strategies. 23

HYPOTHESIS 3: Null Hypothesis 3: quality of services and satisfaction level about CRM are independent of each other. Two way tables are prepared according to above two attributes and Chi-Square test of Independence of Attributes is used. For Satisfaction Level, and for Quality question were considered. The Contingency Table is as follows. All possible two way tables of questions related to Satisfaction Level verses questions related to Quality were constructed and Average of respective responses rounded to integer is taken as observed frequency. The result is as follows. TABLE 5.9 TABLE OF OBSERVED FREQUENCIES QUALITY/SATISFACTION LEVEL YES NO TOTAL Y: UP TO THE MARK 283 119 402 N: NOT UP TO THE MARK 110 88 198 TOTAL 393 207 600 24

TABLE 5.10 THE EXPECTED FREQUENCIES WILL BE AS FOLLOWS QUALITY/SATISFACTION LEVEL YES NO TOTAL Y: UP TO THE MARK 263.31 138.69 402 N: NOT UP TO THE MARK 129.69 68.31 198 TOTAL 393 207 600 The Chi-Square Statistic is calculated by the formula χ2 = where O: Observed frequencies and E: Expected frequencies Chi-Square Calculated =12.9328 Chi-Square Table at 5% l.o.s. = 3.84 and at 1% l.o.s. 6.63 Decision: Since χ2 calculated > χ2 table Null hypothesis about Independence of attributes is rejected. Conclusion: Quality of Services and Satisfaction Level about CRM are not independent of each other. It means Satisfaction Level in banking is highly dependent on Quality of Services. So, we can conclude as Quality of Services and Satisfaction level about CRM are dependent of Each other. 25

HYPOTHESIS 4: Null Hypothesis 4: Level of CRM in all banks together and relationship with customers are independent of each other. Two way tables are prepared according to above two attributes and Chi-Square test of Independence of Attributes is used. For Level of CRM, questions and for Relation with customers questions were considered. The Contingency Table is as follows. All possible Two way tables of questions related to Level of CRM verses questions related to Relation with customers were constructed and Average of respective responses rounded to integer is taken as observed frequency. The result is as follows. TABLE 5.11 TABLE OF OBSERVED FREQUENCIES LEVEL OF CRM / RELATION WITH CUSTOMERS YES NO TOTAL Y: UP TO THE MARK 339 84 423 N: NOT UP TO THE MARK 130 47 177 TOTAL 469 131 600 26

TABLE 5.12 TABLE OF EXPECTED FREQUENCIES LEVEL OF CRM / RELATION WITH CUSTOMERS YES NO TOTAL Y: UP TO THE MARK 330.645 92.355 423 N: NOT UPTO THE MARK 138.355 38.645 177 TOTAL 469 131 600 The Chi-Square Statistic is calculated by the formula χ2 = where O: Observed frequencies and E: Expected frequencies Chi-Square Calculated = 3.3752 Chi-Square Table at 5% l.o.s. = 3.84 and at 1% l.o.s. 6.63 Decision: Since χ2 calculated < χ2 table Null hypothesis about Independence of attributes is accepted. Conclusion: Level of CRM in all banks together and Relationship with customers are independent of Each other. 27

HYPOTHESIS 5: Null Hypothesis 5: Level of technology in all banks together and relationship with customers are independent of each other. Two way table is prepared according to above two attributes and Chi-Square test of Independence of Attributes is used. For Level of technology, and for Relation with customers, all possible two way tables of questions related to Level of technology verses questions related to Relation with customers were constructed and Average of respective responses rounded to integer is taken as observed frequency. The result is as follows. The Contingency Table is as follows. TABLE 5.13 TABLE OF OBSERVED FREQUENCIES LEVEL OF TECHNOLOGY / RELATION WITH CUSTOMERS Y: UP TO THE MARK N: NOT UP TO THE MARK TOTAL YES NO TOTAL 345 85 430 124 46 170 469 131 600 28

TABLE 5.14 TABLE OF EXPECTED FREQUENCIES LEVEL OF TECHNOLOGY / RELATION WITH CUSTOMERS YES NO TOTAL Y: UP TO THE MARK 335.9994 93.8864 430 N: NOT UP TO THE MARK 133.0397 37.17452 170 TOTAL 469 131 600 The Chi-Square Statistic is calculated by the formula χ2 = where O: Observed frequencies and E: Expected frequencies Chi-Square Calculated = 4.0036 Chi-Square Table at 5% l.o.s. = 3.84 and at 1% l.o.s. 6.63 Decision: Since χ2 calculated > χ2 table for 5% l.o.s. Null hypothesis about Independence of attributes is rejected at 5% l.o.s. But χ2 calculated < χ2 table for 1% l.o.s. Null hypothesis about Independence of attributes is accepted at 1% l.o.s. Conclusion: Level of Technology in all banks together and Relationship with customers are independent of Each other if level of significance is 1%. 29

HYPOTHESIS 6: Null Hypothesis 6: accurate record of customers and CRM strategy are independent of each other. The above hypothesis can be tested by applying Chi-square test of Independence of attributes. The respondents were classified according to accurate record and data and CRM strategy in banking as follows: TABLE 5.15: ACCURATE RECORD AND CRM STRATEGY ACCURATE RECORD AND RECORD AND CRM STRATEGY YES NO TOTAL YES 600 0 600 NO 0 0 0 TOTAL 600 0 600 Conclusion: As all of the employees are in favour of accurate record and data due to use of ICT in routine operations and increase in customer relationship management strategy, the null hypothesis is rejected. Employees of all the banks are 100% happy as CRM has resulted in increase in accuracy of record and data with regards to use of it in day to day operations. According to employees CRM has resulted in accuracy of the work and in turn customer relationship management strategy of the bank. As customers are very important for growth and survival of the bank CRM has helped the bank to sustain in this competitive era. 30

5.6. FROM CUSTOMERS QUESTIONNAIRE TABLE 5.16 COMPARISION OF AWARENESS OF CRM AWARENESS OF CRM BOM DENA ICICI SBI TOTAL CO-OPERATIO INCREASES USE OF CRM 120 93 137 105 455 SATISFACTION WITH RESPONSE RATE 125 81 154 112 472 PROVISION OF PERSONALISED SERVICE 53 115 129 102 399 ADEQUATE AVAILABILITY OF SPACE 137 93 174 79 483 IMPORTANCE OF ROLE OF TRUST 128 122 157 130 437 INFO FROM OTHER MAKE ABLE TO USE MORE SERVICE 28 126 31 115 300 UNDUE EMPHASIS ON RULES & PROCEDURES BY STAFF 136 117 173 103 529 IS CUSTOMER KING 74 71 129 102 386 GETTING GREETING CARD ON FESTIVALS 14 9 163 45 231 BETTER SERVICE THAN OTHER BANKS 36 113 167 72 388 CONTINUITY OF BANK IN FUTURE 127 45 157 1O5 434 31

CHART 5.1 COMPARISION OF AWARENESS OF CRM Out of total respondents 76% says co-operation increases use of CRM, 78.67% are satisfied with response rate of employees, 66.5% says there is provision of personalised service in their bank,72.8% are agreed on importance of role of trust, 50% are in favour of information from other make able to use more service, 88% are of view of that undue emphasis on rules & procedures by staff is given, 65%respondents say customer is king and getting greeting card on festivals and 72% says services given by their bank is better service than other banks. 32

TABLE 5.17 AWARENESS OF CRM AMONG RESPONDETS DETAILS SBI DENA BOM ICICI BANK VALUES 142 114 140 174 PROBLEMS HANDLED 127 120 130 164 AVAILABILITY OF COMPLAINT BOX 120 9 22 161 PROVISION OF COMPLETE INFORMATION 111 57 50 115 CONSTANT TOUCH 90 54 36 130 CRM TO DEVELOP RELATIONSHIP 91 108 98 140 PROVISION OF PERSONALISED SERVICE 102 115 53 129 SUFFICIENT NO. OF BANK BRANCHES 96 112 138 171 ONLINE BANKING TO CONDUCT EASY BANK 109 100 137 174 TRANSACTION SECURITY OF TRANSACTION 109 76 113 158 REPLY IN SHORT TIME 70 83 34 143 BETTER SERVICE THAN OTHER BANKS 72 113 36 167 QUALITY OF FACILITIES 97 134 39 169 CONTINUITY OF BANK IN FUTURE 105 45 127 157 TOTAL 1441 1240 1153 2152 AVERAGE 102.9285714 88.57142857 82.35714286 153.7142857 33

CHART 5.2 COMPARISION OF AWARENESS OF CRM AMONG RESPONDETS The above table and graph shows that average respondents of SBI- 102.93, DENA-88.57, BOM-82.36, ICICI-153.71 are aware of CRM policies. Where ICICI customers stand first for awareness of CRM policies which includes problems handled by bank employees, availability of complaint box, provision of complete information of products and services, constant touch with customers, CRM to develop relationship provision of personalised service, security of transaction, reply in short time, better service than other banks, quality of facilities for continuity of bank in future. 34

TABLE 5.18 GENDERS OF RESPONDENTS GENDER FREQUENCY PERCENT VALID PERCENT CUMULATIVE PERCENT MALE 264 44 44 44 FEMALE 336 56 56 100 TOTAL 600 100 100 CHART 5.3 GENDERS OF RESPONDENTS Out of the total respondents sampled 44% respondents are male and 56% are females. 35

TABLE 5.19 RESIDENTIAL AREAS OF RESPONDENTS AREA TOTAL PERCENT THANE CITY 354 59 OTHER THAN THANE CITY 246 41 TOTAL 600 100 CHART 5.4 RESIDENTIAL AREAS OF RESPONDENTS The respondents selected by the researcher are from the areas namely Thane city with 59%, and other areas with 41%. 36

TABLE 5.20 PROBLEM SOLVING ATTITUDES OF BANKS AND AVAILABILITY OF COMPLAINT BOX PROBLEM SOLVING ATTITUDE AVAILABILITY OF COMPLAINT BOX YES NO TOTAL YES 278 213 491 NO 34 75 109 TOTAL 312 288 600 Chi Square Value 23.10387253 Yule's Coefficient of Association 0.484408372 CHART 5.5: COMPARISON OF PROBLEM SOLVING ATTITUDE WITH AVAILABILTY OF COMPLAINT BOX The above table and graph shows that 89% respondents are satisfied with the problem solving attitude of bank a Square and complaint box is available at the Branch. After Calculating and understanding the Chi Value that is 23.10387253 and Yule s Coefficient of Association 0.484408372. It show above two attributes are highly dependent on each other and need to be focused by all the selected banks. 37

TABLE 5. 21 PRODUCT AND SERVICES BETTER THAN OTHER BANKS PRODUCT AND SERVICES BETTER THAN OTHER BANKS YES NO TOTAL YES 311 180 491 NO 15 94 109 TOTAL 326 274 600 Chi Square Value 88.36505397 Yule's Coefficient of Association 0.830901234 CHART 5.6: COMPARISON OF PRODUCT AND SERVICES BETTER THAN OTHER BANKS 330 320 310 300 290 280 270 260 250 240 326 YES 274 NO With the help of table and graph it is clear that 54% respondents are satisfied with the problem solving attitude of bank and they think their bank products and services are better than other banks. After Calculating and understanding the Chi Square Value that is 88.36505397 and Yule s Coefficient of Association 0.830901234. It show above two attributes are highly dependent on each other and need to take care by all the selected banks. 38

TABLE 5.22 VISITS TO BANK BRANCH IN A MONTH PARTICULARS TOTAL PERCENTAGE ONCE OR LESS THAN ONCE 253 42.17 2 TO 5 TIMES 278 46.33 6 TO 10 TIMES 54 9.00 MORE THAN 10 TIMES 15 2.50 TOTAL 600 100.00 CHART 5.7 VISITS TO BANK BRANCH IN A MONTH Before the use of CRM 42.17% respondents were visiting branch of the bank once or less than once in a month. 46.33% of the respondents use to visit 2 to 5 times in a month and 9.00% used to visit regularly. 39

TABLE 5.23 PROBLEM SOLVING ATTITUDES AND BRANCH WORK ON SUNDAY PROBLEM SOLVING ATTITUDE WITH BRANCH WORK ON SUNDAY YES NO TOTAL YES 367 124 491 NO 88 21 109 TOTAL 455 145 600 Chi Square Value 8.085975429 Yule's Coefficient of Association 0.268198035 CHART 5.8 COMPARISON OF PROBLEM SOLVING ATTITUDE AND BRANCH WORK ON SUNDAY The above table and graph shows that 81% respondents are satisfied with the problem solving attitude of bank officials and feel that branch should work on Sundays. After Calculating and understanding the Chi Square Value that is 8.085975429 and Yule s Coefficient of Association 0.268198035. It show above two attributes are highly dependent on each other and need to take care by all the selected banks. 40

TABLE 5.24 INCREASES IN CO-OPERATION AND USE OF CRM INCREASES IN CO-OPERATION AND USE OF CRM YES NO TOTAL YES 371 120 491 NO 84 25 109 TOTAL 455 145 600 CHART 5.9: COMPARISON OF CO-OPERATION WIYH INCREASES IN THE USE OF CRM The above table and graph shows that 82% respondents are satisfied with the problem solving attitude of bank and they think employee s cooperation has increased with the usage of CRM. 41

TABLE 5.25 PROBLEM SOLVING ATTITUDE OF BANK PROBLEM SOLVING ATTITUDES NO.OF OF BANKS RESPONDENT PERCENTAGE CO-OP. INCREASES USE OF CRM 455 76 PROVISION OF PERSONALISED SERVICE 399 67 AVAILABILITY OF COMPLAINT BOX 312 52 REPLY IN SHORT TIME 330 55 BETTER SERVICE THAN OTHER BANKS 388 65 UNDUE EMPHASIS ON RULES & PROCEDURES BY STAFF 529 88 CHART 5.10 PROBLEM SOLVING ATTITUDE OF BANK The above table and graph shows that 76% respondents are satisfied with the cooperation increases with the use of CRM, 67% for provision of personalised service, 65%for better service than other banks, 88% are in favour of undue emphasis on rules & procedures given by staff, 55% are happy with reply given by bank officials in short. It shows problem solving attitude of bank officials towards respondents. 42

TABLE 5.26 PROBLEM SOLVING ATTITUDES AND PROVISION OF PERSONALIZED SERVICE PROBLEM SOLVING ATTITUDE PROVISION OF PERSONALIZED SERVICE Yes No Total YES 312 179 491 NO 87 22 109 TOTAL 399 201 600 CHART 5.11 COMPARISON OF PROBLEM SOLVING ATTITUDE AND PROVISION OF PERSONALIZED SERVICE The above table and graph shows that 78% of total respondents are satisfied with the problem solving attitude of bank and kind of personalized services. For example on ATM Cards, Debit Cards,Credit Cards, Mutual Funds, and on financial investments etc. 43

TABLE 5.27 PROBLEM SOLVING ATTITUDES AND REPLY IN SHORT TIME PROBLEM SOLVING ATTITUDE AND REPLY IN SHORT TIME YES NO TOTAL YES 267 224 491 NO 63 46 109 TOTAL 330 270 600 CHART 5.12: COMPARISON OF PROBLEM SOLVING ATTITUDE AND REPLY IN SHORT TIME The above table and graph shows that 95% respondents are satisfied with the problem solving attitude of bank and reply given by bank officials in short time selected by researcher. 44

TABLE 5.28 AWARENESS OF E-BANKING AMONG RESPONDENTS AWARENESS OF E-BANKING TOTAL PERCENT % YES 474 79 NO 126 21 TOTAL 600 100 CHART 5.13 AWARENESS ABOUT E-BANKING AMONG RESPONDENTS 79% respondents are aware about e- banking facilities provided by banks of Thane city. 45

TABLE 5.29 UNDUE EMPHASES ON RULES & PROCEDURES BY STAFF UNDUE EMPHASIS ON RULES & PROCEDURES BY STAFF YES NO TOTAL YES 430 61 491 NO 99 10 109 TOTAL 529 71 600 CHART 5.14 COMPARISON OF UNDUE EMPHASIS ON RULES AND PROCEDURES BY STAFF Out of the total respondents sampled 81% respondents are satisfied with the problem solving attitude of bank and are of the opinion that the staff of the bank gives undue emphasis on rules and procedures of bank. 46

TABLE 5.30 BETTER SERVICE THAN OTHER BANKS PROBLEM SOLVING ATTITUDE BETTER SERVICE THAN OTHER YES NO TOTAL BANKS YES 325 166 491 NO 63 46 109 TOTAL 388 212 600 CHART 5.15 COMPARISON AMONG SERVICES OF RESPONDENTS BANK WITH OTHER BANKS With the help of table and graph it is clear that 84% respondents are satisfied with the problem solving attitude of bank and they think their bank products and services are better than other banks. 47

TABLE 5.31 EXPERIENCE OF PROBLEM SOLVING ATTITUDE AND QUALITY OF E-BANKING FACILITIES PROBLEM SOLVING ATTITUDE QUALITY OF E-BANKING FACILITIES Yes No Total YES 355 136 491 NO 84 25 109 TOTAL 439 161 600 CHART 5.16 COMPARISON OF PROBLEM SOLVING ATTITUDE AND QUALITY OF E-BANKING FACILITIES The above table and graph shows that 81% respondents are satisfied with the problem solving attitude of bank and are happy with the quality of facilities available for accessing online banking services. 48

TABLE 5.32 IMPACT OF CRM IN BANKING ON SERVICES PERCENTAGE IMPACT OF CRM FREQUENCY (%) POSITIVE 437 72.83 NO-EFFECT 163 27.17 TOTAL 600 100 CHART 5.17 IMPACT OF CRM IN BANKING ON SERVICES 72.83% respondents are of the opinion that impact of CRM on business or service is positive. 27.17% respondents are of the opinion that it has no effect on services. 49

TABLE 5.33 CUSTOMER SATISFACTIONS WITH RESPONSE RATE OF EMPLOYEES SATISFACTION WITH RESPONSE RATE YES NO TOTAL YES 281 191 472 NO 45 83 128 TOTAL 326 274 600 Chi Square Value 24.11674382 Yule's Coefficient of Association 0.461432421 CHART 5.18: COMPARISON OF SATISFACTION WITH RESPONSE RATE The above table and graph shows that 86% respondents satisfied with the response rate from the bank employees and they think their banks product and services are better than other banks. After Calculating and understanding the Chi Square Value that is 24.11674382 and Yule s Coefficient of Association 0.461432421. It show above two attributes satisfaction of customers and response rate of employee are highly dependent on each other and need to take care by all the selected banks. 50

TABLE 5.34 REDUCTIONS IN NUMBER OF BRANCH VISITS DUE TO USE OF E-TRANSCTIONS REDUCTION IN BRANCH VISIT TOTAL PERCENTAGE % YES 480 80 NO 120 20 TOTAL 600 100 CHART 5.19 REDUCTIONS IN NO. OF BRANCH VISITS DUE TO USE OF E- TRANSCTIONS NO 20% YES NO YES 80% E-transaction has resulted in reductions in branch visit, cash in hand, overall banking time. The respondent says that around 80% decreases has happened due to use of e- banking facilities. 51

TABLE 5.35 SATISFACTIONS WITH RESPONSE RATE AND CO-OPERATION OF EMPOLOYES INCREASES USE OF CRM SATISFACTION WITH RESPONSE RATE CO-OP. INCREASES USE OF CRM YES NO TOTAL YES 379 93 472 NO 76 52 128 TOTAL 455 145 600 Chi Square Value 24.04994188 Yule's Coefficient of Association 0.472064535 CHART 5.20: COMPARISON OF SATISFACTION WITH RESPONSE RATE AND CO-OPERATION INCREASES USE OF CRM The above table and graph shows that 83% respondents satisfied with the response rate from the bank employees and they think employee s co-operation has increases with the usage of CRM. After Calculating and understanding the Chi Square Value that is 24.04994188 and Yule s Coefficient of Association 0.472064535. It show that above two attributes i.e. satisfaction of customers and co-operation of employees increases use of CRM are highly dependent on each other and need to be focused by all the selected banks. 52

TABLE 5.36 SATISFACTIONS WITH RESPONSE RATE AND PROVISION OF PERSONALIZED SERVICE SATISFACTION WITH RESPONSE RATE PROVISION OF PERSONALIZED SERVICE YES NO TOTAL YES 303 169 472 NO 96 32 128 TOTAL 399 201 600 Chi Square Value 5.277042847 Yule's Coefficient of Association 0.251851852 CHART 5.21: COMPARISON OF SATISFACTION WITH RESPONSE RATE PROVISION OF PERSONALIZED SERVICE With the help of table and graph it is clear that 76% respondents are satisfied with the response rate from the bank employees and kind of personalized services given by the bank officials, for example on shares, on financial investments etc. After Calculating and understanding the Chi Square Value that is 5.277042847 and Yule s Coefficient of Association 0.251851852. It show that above two attributes i.e. satisfaction with response rate of employees of selected Banks and provision of personalized service are highly dependent on each other and need to be focused by all the selected banks. 53

TABLE 5.37 SATISFACTIONS WITH RESPONSE RATE AND UNDUE EMPHASIS ON RULES & PROCEDURES BY STAFF SATISFACTION WITH RESPONSE RATE UNDUE EMPHASIS ON RULES & PROCEDURES BY STAFF YES NO TOTAL YES 418 54 472 NO 111 17 128 TOTAL 529 71 600 CHART 5.22: COMPARISON OFSATISFACTION WITH RESPONSE RATE AND UNDUE EMPHASIS ON RULES & PROCEDURES BY STAFF With the help of table and graph it is clear that 79% respondents are satisfied with the response rate by the bank employees and are of the opinion that the staff of the bank gives undue emphasis on rules and procedures of bank. 54

TABLE 5.38 SATISFACTIONS WITH RESPONSE RATE AND QUALITY OF FACILITIES SATISFACTION WITH RESPONSE RATE QUALITY OF FACILITIES YES NO TOTAL YES 337 135 472 NO 102 26 128 TOTAL 439 161 600 CHART 5.23: COMPARISON OF SATISFACTION WITH RESPONSE RATE AND QUALITY OF FACILITIES With the help of table and graph it is clear that 77% respondents are satisfied with the response rate by the bank employees and are happy with the quality of facilities available for accessing online banking services. 55

TABLE 5.39 IMPORTANCES OF ROLE OF TRUST AND AVAILABILITY OF COMPLAINT BOX IMPORTANCE OF ROLE OF TRUST AVAILABILITY OF COMPLAINT BOX YES NO TOTAL YES 281 256 537 NO 31 32 63 TOTAL 312 288 600 CHART 5.24: COMPARISON OF IMPORTANCE OF ROLE OF TRUST AND AVAILABILITY OF COMPLAINT BOX The above table and graph shows that 90% respondents agree that the role of trust is very important in developing relationship with bank- customers and complaint box is available at the Branch. 56

TABLE 5.40 IMPORTANCE OF ROLE OF TRUST AND PRODUCT & SERVICES BETTER THAN OTHER BANK IMPORTANCE OF ROLE OF TRUST PRODUCT & SERVICES BETTER THAN OTHER BANK YES NO TOTAL YES 300 237 537 NO 26 37 63 TOTAL 326 274 600 Chi Square Value 5.226705089 Yule's Coefficient of Association 0.364522844 CHART 5.25: COMPARISON OF IMPORTANCE OF ROLE OF TRUST AND PRODUCT & SERVICES BETTER THAN OTHER BANK Out of the total respondents sampled 92% respondents agree that the role of trust is very important in developing relationship with bank and they think their banks product and services are better than other banks. The Chi Square Value that is 5.226705089 and Yule s Coefficient of Association 0.364522844. It show that above two attributes i.e. importance of role of trust and product & services better than other bank are highly dependent on each other and need to be focused by all the selected banks. 57

TABLE 5.41 IMPORTANCES OF ROLE OF TRUST AND CO-OPERATION INCREASES USE OF CRM IMPORTANCE OF ROLE OF TRUST CO-OP. INCREASES USE OF CRM YES NO TOTAL YES 423 114 537 NO 32 31 63 TOTAL 455 145 600 Chi Square Value 24.08231612 Yule's Coefficient of Association 0.564703777 CHART 5.26: COMPARISON OF IMPORTANCE OF ROLE OF TRUST AND CO-OPERATION INCREASES USE OF CRM The above table and graph shows that 93% respondents agree that the role of trust is very important in developing relationship with bank- customers and they think employee s cooperation has increased with the usage of CRM. The Chi Square Value that is 24.08231612 and Yule s Coefficient of Association 0.564703777. It show that above two attributes i.e. importance of role of trust and co-operation of employees increases use of CRM are highly dependent on each other and need to be focused by all banks. 58

TABLE 5.42: IMPORTANCE OF ROLE OF TRUST AND PROVISION OF PERSONALIZED SERVICE IMPORTANCE OF ROLE OF TRUST PROVISION OF PERSONALIZED SERVICE YES NO TOTAL YES 359 178 537 NO 40 23 63 TOTAL 399 201 600 CHART 5.27: COMPARISON OF IMPORTANCE OF ROLE OF TRUST AND PROVISION OF PERSONALIZED SERVICE With the help of the graph it is clear that 90% respondents agree that the role of trust is very important in developing relationship with bank- customers and kind of personalized services given by the bank officials, for example on shares, on financial investments etc. 59

TABLE 5.43 IMPORTANCE OF ROLE OF TRUST AND BETTER SERVICE THAN OTHER BANKS IMPORTANCE OF ROLE OF TRUST BETTER SERVICE THAN OTHER BANKS YES 348 189 537 NO 40 23 63 TOTAL 388 212 600 Chi Square Value 24.08231612 Yule's Coefficient of Association 0.564703777 YES NO TOTAL CHART 5.28: COMPARISON OF IMPORTANCE OF ROLE OF TRUST AND BETTER SERVICE THAN OTHER BANKS From the above table and graph it is clear that 90% respondents agree that the role of trust is very important in developing relationship with bank- customers and they think their banks product and services are better than other banks. The Chi Square Value that is 24.08231612 and Yule s Coefficient of Association 0.564703777. It shows that above two attributes are highly dependent on each other and need to be focused by all banks. 60

TABLE 5.44 SERVICES AND CO-OPERATION INCREASES USE OF CRM SERVICE AND CO- OP. INCREASES USE YES NO TOTAL OF CRM Yes 217 83 300 No 238 62 300 Total 455 145 600 CHART 5.29: COMPARISON OF SERVICES WITH CO-OPERATION INCREASES USE OF CRM With the help of table and graph it is clear that 48% respondents feel that services and cooperation of bank employees can increase the usage of CRM. Whereas 52% respondent disagrees for the same. 61

TABLE 5.45: INFORMATION FROM OTHER MAKES ABLE TO USE MORE SERVICE AND PROVISION OF PERSONALIZED SERVICE INFO. FROM OTHER MAKE ABLE TO USE MORE SERVICE PROVISION OF YES NO TOTAL PERSONALIZED SERVICE YES 229 71 300 NO 170 130 300 TOTAL 399 201 600 Chi Square Value 4.01061008 Yule's Coefficient of Association - 0.189713322 CHART 5.30: COMPARISON OF INFORMATION FROM OTHER MAKES ABLE TO USE MORE SERVICE AND PROVISION OF PERSONALIZED SERVICE With the help of table and graph it is clear that 57% of total respondents feel that if somebody gives all information and convince them about various schemes they may be able to use more services of bank and as it provides different personalized services. The Chi Square Value that is 4.01061008 and Yule s Coefficient of Association - 0.189713322. It show that above two attributes i.e. information from other makes able to use more service and provision of personalized service are highly dependent on each other and need to be focused by all banks. 62

TABLE 5.46 SELECTED BANK SERVICES AND SERVICES OF OTHER BANKS SELECTED BANK SERVICES AND SERVICES OF OTHER BANKS YES NO TOTAL YES 215 85 300 NO 173 127 300 TOTAL 388 212 600 Chi Square Value 12.86714647 Yule's Coefficient of Association 0.299928588 CHART 5.31: COMPARISON OF SERVICES WITH SERVICES OF OTHER BANKS The above table and graph shows that out of the total respondents sampled 55% think their banks product and services are better than other banks. After calculating and understanding Chi Square Value that is 12.86714647 and Yule s Coefficient of Association 0.299928588. It show that above two attributes i.e. selected bank services and services of other banks are highly dependent on each other and need to be focused by all banks. 63

TABLE 5.47 REPLY IN SHORT TIME AND AVAILABILITY OF COMPLAINT BOX REPLY IN SHORT TIME AVAILABILITY OF COMPLAINT BOX YES NO TOTAL YES 209 121 330 NO 103 167 270 TOTAL 312 288 600 Chi Square Value 37.7374169 Yule's Coefficient of Association 0.473757548 CHART 5.32: COMPARISON OF REPLY IN SHORT TIME AND AVAILABILITY OF COMPLAINT BOX Out of the total respondents sampled 67% reply that they get reply from bank in short time and the complaint box available at the Branch. After calculating and understanding Chi Square Value that is 12.86714647and Yule s Coefficient of Association 0.473757548. It shows that above two attributes are highly dependent on each other. 64

TABLE 5.48 CO-OPERATION INCREASES WITH USE OF CRM CO-OPERATION INCREASES WITH USE OF CRM YES NO TOTAL YES 265 65 330 NO 190 80 270 TOTAL 455 145 600 Chi Square Value 7.994304546 Yule's Coefficient of Association 0.263785395 CHART 5.33: COMPARISON OF CO-OPERATION INCREASES WITH USE OF CRM The above table and graph shows that 58% respondents says bank reply in short time and they think employee s co-operation has increased with the usage of CRM. After calculating and understanding Chi Square Value that is 7.994304546 and Yule s Coefficient of Association 0.263785395. It show that above two attributes i.e. selected bank co-operation increases with use of CRM are highly dependent on each other and need to be focused by all banks. 65

TABLE 5.49 REPLY IN SHORT TIME AND PROVISION OF PERSONALIZED SERVICE REPLY IN SHORT TIME PROVISION OF PERSONALIZED SERVICE YES NO TOTAL YES 271 59 330 NO 128 142 270 TOTAL 399 201 600 Chi Square Value 80.32753374 Yule's Coefficient of Association 0.671894687 CHART 5.34: COMPARISON OF REPLY IN SHORT TIME AND PROVISION OF PERSONALIZED SERVICE 400 300 200 100 0 YES 399 NO 201 The above table and graph shows that 68% respondent s agreed that bank reply in short time to you and bank provide them personalized services. The Chi Square Value that is 80.32753374 and Yule s Coefficient of Association 0.671894687. It show that above two attributes i.e. selected banks employees reply in short time and provision of personalized service are highly dependent on each other and need to be focused by all banks. 66

TABLE 5.50 REPLY IN SHORT TIME AND QUALITY OF FACILITIES REPLY IN SHORT TIME QUALITY OF FACILITIES Yes No Total Yes 291 39 330 No 148 122 270 Total 439 161 600 Chi Square Value 84.21180351 Yule's Coefficient of Association 0.720308184 CHART 5.35: COMPARISON OF REPLY IN SHORT TIME AND QUALITY OF FACILITIES The above table and graph shows that out of the total respondents sampled 66% are you happy with the quality of facilities available for accessing online banking services and they get reply from their bank in short time to you. The Chi Square Value that is 84.21180351 and Yule s Coefficient of Association 0.720308184. It shows that above two attributes are highly dependent on each other and need to be focused by all banks. 67

TABLE 5.51 CUSTOMER KING AND SERVICES 0F BANKS IS CUSTOMER KINGVPRODUCT & SERVICES BETTER THAN OTHER BANK YES NO TOTAL YES 284 102 386 NO 42 172 214 TOTAL 326 274 600 Chi Square Value 161.4917499 Yule's Coefficient of Association 0.838741248 CHART 5.36: COMPARISON OF CUSTOMER KING AND SERVICES OF BANKS From the total respondents sampled 87% are in favour that customer is king according to their Bank and they think these banks products and services are better than other banks. The Chi Square Value that is 161.4917499 and Yule s Coefficient of Association 0.838741248. It show that above two attributes i.e. is customer king, product & services better than other bank highly dependent on each other and need to be focused by all banks. 68

TABLE 5.52 IS CUSTOMER KING AND CO-OPERATION INCREASES USE OF CRM IS CUSTOMER KING CO-OP. INCREASES USE OF CRM Yes No Total Yes 306 80 386 No 149 65 214 Total 455 145 600 Chi Square Value 6.993384655 Yule's Coefficient of Association 0.250550141 CHART 5.37: COMPARISON OF IS CUSTOMER KING AND CO-OPERATION INCREASES USE OF CRM From the above table and graph it is clear that 69% are in favour that customer is king according to their Bank and they think employee s co-operation has increased with the usage of CRM. The Chi Square Value that is 6.993384655 and Yule s Coefficient of Association 0.250550141. It show that above two attributes i.e. is customer king, customer king and co-operation increases use of CRM are highly dependent on each other and need to be focused by all banks. 69

TABLE 5.53 CUSTOMER KING AND PROVISION OF PERSONALIZED SERVICE CUSTOMER KING PROVISION OF PERSONALIZED SERVICE YES NO TOTAL YES 276 110 386 NO 123 91 214 TOTAL 399 201 600 Chi Square Value 12.15761168 Yule's Coefficient of Association 0.299798168 CHART 5.38: COMPARISON OF CUSTOMER KING AND PROVISION OF PERSONALIZED SERVICE The above table and graph shows that 69% are in favour that customer is king according to Bank and provides them personalized services for example on shares, on financial investments etc. The Chi Square Value that is 12.15761168 and Yule s Coefficient of Association 0.299798168. It shows that above two attributes i.e. is customer king, customer king and provision of personalized service are highly dependent on each other and need to be focused by all banks. 70

TABLE 5.54 CUSTOMER KING AND BANK VALUES CUSTOMER CUSTOMER KING WITH BANK VALUES CUSTOMER YES NO TOTAL YES 238 148 386 NO 92 122 214 TOTAL 330 270 600 CHART 5.39: COMPARISON OF CUSTOMER KING AND BANK VALUES CUSTOMER The above table and graph shows that out of the total respondents 72% respondents agreed that the customer is king according to Bank as they feel Bank values them. 71

TABLE 5.55 CUSTOMER KING AND BETTER SERVICE THAN OTHER BANKS CUSTOMER KING BETTER SERVICE THAN OTHER BANKS YES NO TOTAL YES 272 114 386 NO 116 98 214 TOTAL 388 212 600 CHART 5.40: COMPARISON OF CUSTOMER KING AND BETTER SERVICE THAN OTHER BANKS The above table and graph shows that 70% respondents agreed that the customer is king according to Bank and think these banks products and services are better than other banks. The Chi Square Value is 15.93176721.It shows that above two attributes are independent. 72

TABLE 5.56 CUSTOMER KING AND QUALITY OF FACILITIES CUSTOMER KING QUALITY OF FACILITIES YES NO TOTAL YES 302 84 386 NO 137 77 214 TOTAL 439 161 600 Chi Square Value 14.17880955 Yule's Coefficient of Association 0.337897704 CHART 5.41: COMPARISON OF IS CUSTOMER KING AND QUALITY OF FACILITIES The above table and graph shows that out of the total respondents 69% agreed that the customer is king according to Bank and are happy with the quality of facilities available for banking services. After calculating and understanding the Chi Square Value that is 14.17880955 and Yule s Coefficient of Association 0.337897704. It shows that above two attributes are highly dependent on each other and need to be focused by all banks. 73

TABLE 5.57 QUALITY OF FACILITIES AND AVAILABILITY OF COMPLAINT BOX QUALITY OF FACILITIES AVAILABILITY OF COMPLAINT BOX YES NO TOTAL YES 263 176 439 NO 49 112 161 TOTAL 312 288 600 Chi Square Value 40.99923054 Yule's Coefficient of Association 0.547058824 CHART 5.42: COMPARISON OF QUALITY OF FACILITIES AND AVAILABILITY OF COMPLAINT BOX The above table and graph clears that out of the total respondents sampled 84% are happy with the quality of facilities available for accessing online banking services and there is no need of complaint box. The Chi Square Value that is 40.99923054 and Yule s Coefficient of Association 0.547058824. It shows that above two attributes are highly dependent on each other and need to be focused by all banks. 74

TABLE 5.58 QUALITY OF FACILITIES AND PRODUCT & SERVICES BETTER THAN OTHER BANK QUALITY OF FACILITIES PRODUCT & SERVICES BETTER THAN OTHER BANK YES NO TOTAL YES 270 169 439 NO 56 105 161 TOTAL 326 274 600 Chi Square Value 33.89788968 Yule's Coefficient of Association 0.49944465 CHART 5.43: COMPARISON OF QUALITY OF FACILITIES AND PRODUCT & SERVICES BETTER THAN OTHER BANK The above table and graph shows that out of the total respondents sampled 83% are happy with the quality of facilities available for accessing online banking services and think these banks products and services are better than other banks. After calculating and understanding the Chi Square Value that is 33.89788968 and Yule s Coefficient of Association 0.49944465. It shows that above two attributes are highly dependent on each other and need to be focused by all banks. 75

TABLE 5.59 QUALITY OF FACILITIES AND BRANCH WORK ON SUNDAY QUALITY OF FACILITIES IS BRANCH WORK ON SUNDAY YES NO TOTAL YES 338 101 439 NO 117 44 161 TOTAL 455 145 600 CHART 5.44: COMPARISON OF QUALITY OF FACILITIES AND BRANCH WORK ON SUNDAY The above table and graph shows that out of the total respondents 74% are happy with the quality of facilities available for accessing online banking services and they have opinion that bank should work on Sunday. The Chi Square Value that is 1.200891814.It shows that above two attributes are independent. 76

TABLE 5.60 QUALITY OF FACILITIES AND CO-OPERATION INCREASES USE OF CRM QUALITY OF FACILITIES CO- OPERATION INCREASES USE OF YES NO TOTAL CRM YES 321 118 439 NO 134 27 161 TOTAL 455 145 600 Chi Square Value 6.568798221 Yule's Coefficient of Association -0.291882838 CHART 5.45: COMPARISON OF QUALITY OF FACILITIES AND CO- OPERATION INCREASES USE OF CRM The above table and graph shows that Out of the total respondents sampled 71% are happy with the quality of facilities available for accessing online banking services and they think employee s co-operation has increases with the usage of CRM. After calculating and understanding the Chi Square Value that is 6.568798221and Yule s Coefficient of Association -0.291882838. It shows that above two attributes are highly dependent on each other and need to be focused by all banks. 77

TABLE 5.61 QUALITY OF FACILITIES AND PROVISION OF ERSONALIZED SERVICE QUALITY OF FACILITIES PROVISION OF PERSONALIZED SERVICE YES NO TOTAL YES 330 109 439 NO 69 92 161 TOTAL 399 201 600 Chi Square Value 55.21360069 Yule's Coefficient of Association 0.60291439 CHART 5.46: COMPARISON OF QUALITY OF FACILITIES AND PROVISION OF PERSONALIZED SERVICE Out of the total respondents sampled 83% are happy with the quality of facilities available for accessing online banking services and they says bank provide them any personalized services. After calculating and understanding the Chi Square Value that is 55.21360069 and Yule s Coefficient of Association 0.60291439. It shows that above two attributes are highly dependent on each other and need to be focused by all banks. 78

TABLE 5.62 QUALITY OF FACILITIES AND REPLY IN SHORT TIME QUALITY OF FACILITIES REPLY IN SHORT TIME YES NO TOTAL YES 291 148 439 NO 39 122 161 TOTAL 330 270 600 Chi Square Value 84.21180351 Yule's Coefficient of Association 0.720308184 CHART 5.47: COMPARISON OF QUALITY OF FACILITIES AND REPLY IN SHORT TIME The above table and graph shows that 88% out of the total respondents are happy with the quality of facilities available for different services and also bank officials replies in short time. The Chi Square Value that is 84.21180351 and Yule s Coefficient of Association 0.720308184. It shows that above two attributes are highly dependent on each other and need to be focused by all banks. 79

TABLE 5.63 QUALITY OF FACILITIES AND UNDUE EMPHASIS ON RULES & PROCEDURES BY STAFF QUALITY OF FACILITIES UNDUE EMPHASIS ON RULES & PROCEDURES BY YES NO TOTAL STAFF YES 355 31 386 NO 174 40 214 TOTAL 529 71 600 Chi Square Value 14.99662438 Yule's Coefficient of Association 0.449423293 CHART 5.48: COMPARISON OF QUALITY OF FACILITIES AND UNDUE EMPHASIS ON RULES & PROCEDURES BY STAFF The above table and graph shows that out of the total respondents 74% are happy with the quality of facilities available for accessing online banking services and have opinion that the staff of the bank gives undue emphasis on rules and procedures. The Chi Square Value that is 84.21180351 and Yule s Coefficient of Association 0.720308184. It shows that above two attributes are highly dependent on each other and need to be focused by all banks. 80

TABLE 5.64 QUALITIES OF FACILITIES AND BETTER SERVICE THAN OTHER BANKS QUALITY OF FACILITIES WITH BETTER SERVICE THAN OTHER BANKS YES NO TOTAL YES 347 92 439 NO 41 120 161 TOTAL 388 212 600 Chi Square Value 147.99192 Yule's Coefficient of Association 0.833876508 CHART 5.49: COMPARISON OF QUALITY OF FACILITIES AND BETTER SERVICE THAN OTHER BANKS With the help of the graph and chart it is clear that 89% customers are happy with the service quality of bank and they feel banks provide complete information about its products and services. The Chi Square Value that is 147.99192 and Yule s Coefficient of Association 0.833876508. It shows that above two attributes are highly dependent on each other and need to be focused by all banks. 81

TABLE 5.65 PRESENT WORKING TIME OF THE BANK BRANCH WORKING TIME OF THE BANKS TOTAL PERCENTAGE % YES 445 74.17 NO 155 25.83 TOTAL 600 600 CHART 5.50: PRESENT WORKING TIME OF THE BANK BRANCH From the above table and chart it is clear that out of the total respondents 74.17% are happy with the present working time of banks branch, Out of the total respondents. 82

TABLE 5.66 BRANCH WORK ON SUNDAYS BRANCH SHOULD WORK ON SUNDAYS YES NO SBI BOM DENA ICICI 100 74 68 41 50 76 82 109 CHART 5.51 BRANCH WORK ON SUNDAY From the above table and chart total respondent of SBI- 100, BOM- 74, DENA-68 and ICICI-41 says branch should work on Sunday. 83

TABLE 5.67 EMPLOYEES CO-OPERATION INCREASES WITH THE USAGE OF CRM USAGE OF CRM SBI BOM DENA ICICI YES NO 100 121 97 116 50 29 53 34 CHART 5.52 EMPLOYEE S CO-OPERATION INCREASES WITH THE USAGE OF CRM With the help of graph and chart it is clear that the out of total respondents SBI- 100, BOM- 121, DENA-97 and ICICI-116 respondents are in favour that the employee cooperation increases with the use of CRM. 84

TABLE 5.68 SUFFICIENT NUMBER OF BANK BRANCHES IN RESPONDENTS AREA SUFFICIENT NUMBER OF BANK BRANCHES TOTAL PERCENTAGE % YES 434 74.33 NO 166 27.67 TOTAL 600 100 CHART 5.53 SUFFICIENT NUMBER OF BANK BRANCHES IN RESPONDENTS AREA The above table and graph shows that out of the total respondents 74.33% are happy with the number of bank branches in respondent s area. 85

TABLE 5.69 THE ROLE OF TRUST IS VERY IMPORTANT IN DEVELOPING RELATIONSHIP WITH BANK AND CUSTOMERS RELATIONSHIP WITH BANK AND CUSTOMERS YES NO SBI BOM DENA ICICI TOTAL 103 113 72 93 481 47 37 78 57 219 CHART 5.54 THE ROLE OF TRUST IS VERY IMPORTANT IN DEVELOPING RELATIONSHIP WITH BANK AND CUSTOMERS The above table and graph shows that out of the total respondents 64% says the role of trust is very important in developing relationship with bank and customers. 86

TABLE 5.70 QUALITIES OF FACILITIES AVAILABLE FOR ACCESSING ONLINE BANKING SERVICES ONLINE BANKING SERVICES TOTAL PERCENTAGE % YES 401 77 NO 199 33 TOTAL 600 100 CHART 5.55 QUALITIES OF FACILITIES AVAILABLE FOR ACCESSING ONLINE BANKING SERVICES The above table and graph shows that out of the total respondents 77% says qualities of facilities available for accessing online banking services are good. 87

TABLE 5.71 CONTINUATIONS WITH SELECTD BANK IN FUTURE CONTINUATION WITH SELECTD BANK IN FUTURE TOTAL PERCENTAGE % YES 491 82 NO 109 18 TOTAL 600 100 CHART 5.56 CONTINUATIONS WITH SELECTD BANK IN FUTURE The above table and graph shows that out of the total respondents 82% will continue with selected bank in future. 88

TABLE 5.72 INFORMATON FROM OTHER MAKE ABLE TO USE MORE SERVICE PROVISION OF PERSONALIZED SERVICE INFORMATON FROM OTHER MAKE ABLE TO USE MORE SERVICE PROVISION OF YES NO TOTAL PERSONALIZED SERVICE YES 229 71 300 NO 170 130 300 TOTAL 399 201 600 Chi Square Value 26.04271874 Yule's Coefficient of Association 0.423040153 CHART 5.57: COMPARISON OF INFORMATON FROM OTHER MAKES ABLE TO USE MORE SERVICE AND PROVISION OF PERSONALIZED SERVICE The above table and graph shows that out of the total respondents 74% are happy with the quality of information from other make able to use more service and provision of personalized service. The Chi Square Value that is 26.04271874 and Yule s Coefficient of Association 0.423040153. It shows that above two attributes are highly dependent on each other and need to be focused by all banks. 89

TABLE 5.73 INFO FROM OTHER MAKE ABLE TO USE MORE SERVICE AND REPLY IN SHORT TIME INFO FROM OTHER MAKE ABLE TO USE MORE SERVICE AND REPLY IN SHORT TIME YES NO TOTAL YES 181 119 300 NO 149 151 300 TOTAL 330 270 600 Chi Square Value 6.895622896 Yule's Coefficient of Association 0.213039812 CHART 5.58: COMPARISON OF INFORMATION FROM OTHER MAKE ABLE TO USE MORE SERVICE AND REPLY IN SHORT TIME The above table and graph shows that out of the total respondents 74% are happy with the quality of information from other make able to use more service and reply in short time. The Chi Square Value that is 6.895622896 and Yule s Coefficient of Association 0.213039812. It shows that above two attributes are highly dependent on each other and need to be focused by all banks. 90

TABLE 5.74 INFO FROM OTHER MAKE ABLE TO USE MORE SERVICE AND REPLY IN SHORT TIME INFO FROM OTHER MAKE ABLE TO USE MORE SERVICE AND REPLY IN SHORT TIME YES NO TOTAL YES 355 31 386 NO 174 40 214 TOTAL 529 71 600 Chi Square Value 26.04271874 Yule's Coefficient of Association 0.423040153 CHART 5.59: COMPARISON OF INFO FROM OTHER MAKE ABLE TO USE MORE SERVICE AND REPLY IN SHORT TIME The above table and graph shows that out of the total respondents 74% are happy with the quality of information from other make able to use more service and provision of personalized service. The Chi Square Value that is 26.04271874 and Yule s Coefficient of Association 0.423040153. It shows that above two attributes are highly dependent on each other and need to be focused by all banks. 91

TABLE 5.75 INFORMATION FROM OTHER MAKE ABLE TO USE MORE SERVICE AND UNDUE EMPHASIS ON RULES & PROCEDURES BY STAFF INFORMATION FROM OTHER MAKE ABLE TO USE MORE SERVICE AND UNDUE EMPHASIS ON YES NO TOTAL RULES & PROCEDURES BY STAFF YES 355 31 386 NO 174 40 214 TOTAL 529 71 600 Chi Square Value 26.8537501 Yule's Coefficient of Association 0.626911315 CHART 5.60: COMPARISON OF INFORMATION FROM OTHER MAKE ABLE TO USE MORE SERVICE AND UNDUE EMPHASIS ON RULES & PROCEDURES BY STAFF The above table and graph shows that out of the total respondents 74% are happy with the quality of information from other make able to use more service and undue emphasis on rules & procedures by staff. The Chi Square Value that is 26.8537501 and Yule s Coefficient of Association 0.626911315. It shows that above two attributes are highly dependent on each other and need to be focused by all banks. 92

TABLE 5.76 INFORMATION FROM OTHER MAKE ABLE TO USE MORE SERVICE AND QUALITY OF FACILITIES INFORMATION FROM OTHER MAKE ABLE TO USE MORE SERVICE AND QUALITY OF FACILITIES YES NO TOTAL YES 250 50 300 NO 189 111 300 TOTAL 439 161 600 Chi Square Value 31.58788325 Yule's Coefficient of Association 0.491935484 CHART 5.61: INFORMATION FROM OTHER MAKES ABLE TO USE MORE SERVICE AND QUALITY OF FACILITIES The above table and graph shows that out of the total respondents 46% are happy with the information from other make able to use more service and quality of facilities. The Chi Square Value that is 84.21180351 and Yule s Coefficient of Association 0.720308184. It shows that above two attributes are highly dependent on each other and need to be focused by all banks. 93

TABLE 5.77 REPLY IN SHORT TIME AND PRODUCT & SERVICES BETTER THAN OTHER BANK REPLY IN SHORT TIME AND PRODUCT & SERVICES BETTER THAN OTHER BANK YES NO TOTAL YES 229 101 330 NO 97 173 270 TOTAL 326 274 600 Chi Square Value 67.03794019 Yule's Coefficient of Association 0.6034727 CHART 5.62 REPLY IN SHORT TIME AND PRODUCT & SERVICES BETTER THAN OTHER BANK The above table and graph shows that out of the total respondents 229 are happy with the reply in short time and product & services better than other bank. The Chi Square Value that is 84.21180351 and Yule s Coefficient of Association 0.720308184. It shows that above two attributes are highly dependent on each other and need to be focused by all banks. 94

TABLE 5.78 REPLY IN SHORT TIME AND IS BRANCH WORK ON SUNDAY REPLY IN SHORT TIME AND IS BRANCH WORK ON SUNDAY YES NO TOTAL YES 263 67 330 NO 192 78 270 Chi Square Value 5.973337008 Yule's Coefficient of Association 0.229192882 CHART 5.63: REPLY IN SHORT TIME AND IS BRANCH WORK ON SUNDAY The above table and graph shows that out of the total respondents 58% are happy with the reply in short time and is branch work on Sunday. The Chi Square Value that is 5.973337008 and Yule s Coefficient of Association 0.229192882. It shows that above two attributes are highly dependent on each other and need to be focused by all banks 95

TABLE 5.79 REPLY IN SHORT TIME AND UNDUE EMPHASIS ON RULES & PROCEDURES BY STAFF REPLY IN SHORT TIME AND UNDUE EMPHASIS ON RULES & PROCEDURES BY STAFF YES NO TOTAL YES 302 28 330 NO 227 43 270 TOTAL 529 71 600 Chi Square Value 7.881095359 Yule's Coefficient of Association 0.342777376 CHART 5.64 REPLY IN SHORT TIME AND UNDUE EMPHASIS ON RULES & PROCEDURES BY STAFF The above table and graph shows that out of the total respondents 57% are happy with the reply in short time and undue emphasis on rules & procedures by staff. The Chi Square Value that is 7.881095359 and Yule s Coefficient of Association 0.342777376. It shows that above two attributes are highly dependent on each other and need to be focused by all banks. 96

TABLE 5.80 REPLY IN SHORT TIME AND BETTER SERVICE THAN OTHER BANKS REPLY IN SHORT TIME AND BETTER SERVICE THAN OTHER BANKS YES NO TOTAL YES 252 78 330 NO 136 134 270 TOTAL 388 212 600 Chi Square Value 43.91198505 Yule's Coefficient of Association 0.521903732 CHART 5.65 REPLY IN SHORT TIME AND BETTER SERVICE THAN OTHER BANKS The above table and graph shows that out of the total respondents 65% are happy with the reply in short time and better service than other banks. The Chi Square Value that is 43.91198505and Yule s Coefficient of Association 0.521903732. It shows that above two attributes are highly dependent on each other and need to be focused by all banks. 97

TABLE 5.81 REPLY IN SHORT TIME AND BETTER SERVICE THAN OTHER BANKS IS CUSTOMER KING REPLY IN SHORT TIME YES NO TOTAL YES 238 148 386 NO 92 122 214 TOTAL 330 270 600 Chi Square Value 19.38390246 Yule's Coefficient of Association 0.361530526 CHART 5.66: REPLY IN SHORT TIME AND BETTER SERVICE THAN OTHER BANKS The above table and graph shows that out of the total respondents 72% are happy with the reply in short time and better service than other banks. The Chi Square Value that is 19.38390246 and Yule s Coefficient of Association 0.361530526. It shows that above two attributes are highly dependent on each other and need to be focused by all banks. 98

5.7. FROM EMPLOYEES QUESTIONNAIRE A. PERCEPTION OF BANK MANAGERS: TABLE 5.82 GENDER OF BANK EMPLOYEE RESPONDENTS GENDER TOTAL PERCENTAGE % MALE 32 80 FEMALE 8 20 TOTAL 40 100 CHART 5.67: GENDER OF BANK EMPLOYEE RESPONDENTS The employee respondents are classified as per the gender too. Out of the employee respondents 80% where male and balance 20% are females. 99

TABLE 5.83: NUMBER OF YEARS OF SERVICE OF THE MANAGERS NO. OF PERCENTAGE FREQUENCY YEARS % 0-5 YRS 2 5 6-10 YRS 8 20 11-15 YRS 12 30 16-20 YRS 16 40 21-25 YRS 2 5 TOTAL 40 100 CHART 5.68: NUMBER OF YEARS OF SERVICE OF THE MANAGERS Out of the respondents selected by the researcher 20% employees belong to 6-10 years experience with the bank, 5% employees do carry 0-5 years experience with the bank. Around 30% employees do fall under 11-20 years experience. Only 5% employees carry the experience above 21 years in the banking field. 100

TABLE 5.84: COMPUTER TRAINING GIVEN TO EMPLOYEES COMPUTER PERCENTAGES TOTAL TRAINING % YES 38 95 NO 2 5 TOTAL 40 100 CHART 5.69: COMPUTER TRAINING GIVEN TO EMPLOYEES Out of the total respondents Managers selected 38 i.e. 95% employees have undergone the training regarding use of computer and balances 5% have not undergone the training. 101

TABLE 5.85: SATISFACTIONS WITH TRAINING GIVEN SATISFACTION LEVEL FREQUENCY PERCENTAGE % YES 36 90 NO 4 10 TOTAL 40 100 CHART 5.70: SATISFACTIONS WITH TRAINING GIVEN 90% employee respondents are happy as well as satisfied with regards to training given for the employees of E-CRM. Others 10% are not satisfied with the level of training given by the bank. 102

TABLE 5.86: E-CRM AND INCREASE IN DATABASE OF THE BANK INCREASE IN DATABASE AND E-CRM TOTAL PERCENTAGE % YES 39 97.5 NO 1 2.5 TOTAL 40 100 CHART 5.71: E-CRM AND INCREASE IN DATABASE OF THE BANK The employees are of the opinion that, use of E- CRM by banks has resulted in increase in database of the bank. The database of the bank includes entire information of bank customers through software s. 103

TABLE 5.87: USES OF ICT AND INCREASE IN E-CRM INCREASE IN E-CRM PERCENTAGE TOTAL AND ICT % YES 39 97.75 NO 1 2.25 TOTAL 40 100 CHART 5.72: USE OF ICT AND INCREASE IN E-CRM 98% employee respondents are of the opinion that, use of ICT has resulted in increase in E-CRM techniques to manage, retain and serve to customer s needs. 104

TABLE 5.88: PERCEPTION OF BANK MANAGER OF SBI PERCEPTION OF BANK MANAGER OF SBI RATINGS Q1 Q2 Q4 Q6 Q8 Q9 Q10 Q11 Q12 Q20 Q21 HIGHLY DISSATISFIED 0 0 0 0 0 0 0 0 0 0 2 MODERATELY DISSATISFIED 0 0 0 0 0 0 0 0 0 0 0 NEUTRAL 0 0 0 2 0 2 2 0 0 2 2 MODERATELY SATISFIED 0 0 0 2 2 2 0 0 0 2 4 HIGHLY SATISFIED 10 8 10 6 8 6 8 10 10 6 2 NONE 0 2 0 0 0 0 0 0 0 0 0 TOTAL 10 10 10 10 10 10 10 10 10 10 10 TABLE 5.89: PERCEPTION OF BANK MANAGER OF DENA PERCEPTION OF BANK MANAGER OF DENA BANK RATINGS Q1 Q2 Q4 Q6 Q8 Q9 Q10 Q11 Q12 Q20 Q21 HIGHLY DISSATISFIED 0 0 0 0 0 0 0 0 0 0 0 MODERATELY DISSATISFIED 0 0 0 0 0 2 4 6 2 2 2 NEUTRAL 0 2 0 4 0 2 2 2 2 2 0 MODERATELY SATISFIED 4 2 4 4 6 2 4 2 6 2 4 HIGHLY SATISFIED 6 6 6 2 4 4 0 0 0 4 4 NONE 0 0 0 0 0 0 0 0 0 0 0 TOTAL 10 10 10 10 10 10 10 10 10 10 10 105

TABLE 5.90: PERCEPTION OF BANK MANAGER OF BOM PERCEPTION OF BANK MANAGER OF BOM RATINGS Q1 Q2 Q4 Q6 Q8 Q9 Q10 Q11 Q12 Q20 Q21 HIGHLY DISSATISFIED 0 0 0 0 0 0 0 0 0 4 2 MODERATELY DISSATISFIED 0 0 0 0 0 0 0 0 0 0 4 NEUTRAL 0 0 0 2 0 0 4 4 0 2 4 MODERATELY SATISFIED 4 2 6 4 2 6 4 2 4 2 0 HIGHLY SATISFIED 6 8 4 4 8 4 2 4 6 2 0 NONE 0 0 0 0 0 0 0 0 0 0 0 TOTAL 10 10 10 10 10 10 10 10 10 10 10 TABLE 5.91: PERCEPTION OF BANK MANAGER OF ICICI PERCEPTION OF BANK MANAGER OF ICICI BANK RATINGS Q1 Q2 Q4 Q6 Q8 Q9 Q10 Q11 Q12 Q20 Q21 HIGHLY DISSATISFIED 2 2 2 0 0 0 0 2 0 2 4 MODERATELY DISSATISFIED 0 0 0 2 2 2 2 0 2 2 0 NEUTRAL 0 0 2 0 0 0 0 0 2 0 0 MODERATELY SATISFIED 4 2 0 2 2 2 6 2 0 0 0 HIGHLY SATISFIED 4 6 6 6 6 6 2 6 6 6 6 NONE 0 0 0 0 0 0 0 0 0 0 0 TOTAL 10 10 10 10 10 10 10 10 10 10 10 106

TABLE 5.92: NEED & IMPORTANCE OF SATISFIED CUSTOMER NAME OF BANK YES NO TOTAL BOM 8 2 10 DENA 8 2 10 ICICI 10 0 10 SBI 10 0 10 TOTAL 36 4 40 CHART 5.73: NEED & IMPORTANCE OF SATISFIED CUSTOMER The above table and graph shows that selected respondents of SBI & ICICI-100% respondents agrees on need and importance of their customers and BOM & DENA- 80%, respondents are in favour for the same.it means all the Managers wants to fulfill the needs of customers so, they gave the importance to customer satisfaction. 107

TABLE 5.93: CUSTOMERS GIVE REFERENCES TO OTHER PEOPLE OF BANK NAME OF BANK YES NO TOTAL SBI 10 0 10 DENA 10 0 10 ICICI 10 0 10 SBI 10 0 10 TOTAL 40 0 40 CHART 5.74: CUSTOMERS GIVE REFERENCES TO OTHER PEOPLE OF BANK The above table and chart it is clear that selected respondents of banks i.e.-sbi, ICICI, BOM & DENA - 100% agrees that customer gives references to other people of their bank. 108

TABLE 5.94: TYPES OF E- TRANSACTIONS CONDUCTED NATURE OF E- SBI BOM DENA ICICI TRANSACTION 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 E-MAIL FACILITY 10 4 6 2 2 6 2 8 ONLINE CUSTOMER SERVICES 10 4 2 4 2 6 2 2 8 A/C INFORMATION 10 2 2 2 4 2 4 4 2 8 ONLINE ORDER WITHIN 3-CLICKS 2 4 4 2 4 4 2 6 2 2 8 ONLINE BULLETIN BOARD 2 2 6 4 2 4 2 2 2 4 2 2 6 VOICE OVER INTERNET 6 2 2 2 4 2 2 4 2 4 4 6 PROTOCOL (VOIP) INFORMATION TO THE FIRST TIME 8 6 4 4 2 2 6 2 8 USERS. CHART 5.75: TYPES OF E- TRANSACTIONS CONDUCTED With the help of table and graph it is clear that 100% respondents are satisfied with the e- mail facility, Online customer services, A/C information and 80% says their bank have, Online bulletin board, Voice Over Internet Protocol (VOIP), online order within 3-clicks and information to the first time e-service users. 109

B. PERFORMANCE REVIEW. TABLE 5.95: FACTORS OF PERFORMANCE REVIEW NATURE OF PERFORMANCE REVIEW FREQUENCY PERCENTAGE % IDENTIFYING POTENTIAL 40 100 IDENTIFY TRAINING NEEDS. 40 100 GENERATING DATA FOR KEY SKILLS 40 100 BUSINESS IS BETTER WITH CRM RATHER 40 100 CHART 5.76: FACTORS OF PERFORMANCE REVIEW From the above table and graph it is clear that 100% respondents agreed for factors of performance review, i.e. Identifying potential and training needs, generating data for key skills, and business is better with CRM. 110

C. PROBLEM ANALYSIS TABLE 5.96: PROBLEM FACED BY VARIOUS DEPARTMENTS FOR IMPLEMENTING CRM PROBLEM FACED BY VARIOUS DEPARTMENTS YES NO INFLEXIBILITY TO CHANGE 2 38 INSUPPORTABLE TECHNOLOGY 4 36 LOSSES FACED BY THE ORGANIZATION 2 38 READY TO FACE COMPETITION 32 8 UNDER-UTILIZATION OF RESOURCES 6 34 CHART 5.77: PROBLEM FACED BY VARIOUS DEPARTMENTS FOR IMPLEMENTING CRM Out of total respondents 95% agreed that they were flexibility to change, got supportable technology, 80% were ready to face competition and 85% said there was no underutilization of resources, 95% respondents had profit because of CRM. 111