LIST OF TABLES. 2.4 Variables Related to CRM Implementation Variables in Customer Retention at Commercial Banks 74

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1 LIST OF TABLES Table 2.1 Steps in CRM Development at CRM system at Commercial Stages in CRM implementation Variables Related to CRM Implementation CRM Acceptance Among the Employees Variables Leading to Acceptance of the CRM at Instruments of CRM Critical Success Factors (CSF) in Adoption of CRM Service Quality Variables in Variables in Customer Interaction at Commercial Variables in Customer Retention at Commercial Customer Service Strategies (CSS) at Commercial Benefits of CRM Statements related to Customer Satisfaction Variables to Customers Loyalty Gender of the Employees Age of the Employees Designation of Employees Years of Experience of the Employees 87 vii

2 3.5 Number of Branches Worked so far among the Employees Number of Departments Worked so far Among the Employees Monthly Income of the Employees Mean Score on Various Stages in CRM Development at Important Stages in CRM Development at Reliability of Stages in Each Important Stage Employees Perception on the Stages of CRM Development at the Stages in CRM Implementation at Reliability of Various Stages in Each Important Stages of Implementation of CRM Employees View on Stages on CRM Implementation of Mean Difference and Discriminant Power of Stage of CRM Implementation in PRSBs and PUSBs Relative Contribution of Discriminant Stages of CRM Implementation in Total Discriminant Score (TDS) Implementation of CRM Systems at Important CRM Systems at Reliability of Various Systems in Each Important CRM System Employees View on Implementation of CRM Systems at viii

3 Mean Difference and Discriminant Power of Implementation of CRM System into Group of Relative Contribution of Discriminant CRM Systems in TDS Rate of Implementation of CRM Practices at Important CRM Practices Implemented in Reliability of Practices in Each Important Practice Implementation of Important CRM Practices in Mean Difference and Discriminant Power of Implementation of CRM Practices at the Group of Relative Contribution of CRM Practices at Two Groups of in Total Discriminant Score Level of Acceptance on CRM Among the Employees Reliability and Validity of Variables in Acceptances of CRM Level of Acceptance Score (LAS) on CRM Any Employees at Association between the Profile of Employees and Their Level of Adoption of CRM at Antecedents of CRM Acceptance Reliability of Variables in Antecedents Employees Perception on Important Antecedents Mean Difference and Discriminant Power of Important Antecedents of CRM in the Group of 148 ix

4 3.37 Relative Contribution of Discriminant Antecedents in Total Discriminant Score Instruments of CRM Used in Critical Success Variables in Adoption of CRM at Important Critical Success Factors (ICSFs) in Adoption of CRM at Reliability of Factors in Each ICSFs Employees View on ICSFs Mean Difference and Discriminant ICSFs in Two Groups of Relative Contribution on ICSFs in Total Discriminant Score Gender of the Customer Age of the Customers Educational Status of the Customers Occupational Status of the Customers Monthly Income of the Customers Family income per month among the customers Years of Experience with the Present Bank Number of Accounts Hold at the Bank Customers Perception on Service Quality Variables Important Service Quality Factors (ISQFs) in Commercial Reliability and Validity of Variables in Service Quality Factors (SQFs) x

5 4.12 Customers Perception on ISQFs at Commercial Association Between Profile of Customers and Their Perception on ISQFs Mean Difference and Discriminant Power of ISQFs in Two Groups of Relative Contribution of ISQFs in Total Discriminant Score (TDS) Variables in Customer Interaction at Commercial Bank Mean Difference and Discriminant Power of Customer Interaction Variables in the Group of Relative Contribution of Customer Interaction Variables in Total Discriminant Score (TDS) Score on Customer Interaction (SCI) at Commercial Association between Profile of Customers and Their Score on Customer Interaction Variables in Customer Retention at Commercial Mean Difference and Discriminant Power of Customer Retention Variables Among Two Groups of Relative Contribution of Customer Retention Variables in TDS Score on Customer Retention (SCR) at Commercial Association Between Profile of Customers and Their SCR Customer Service Strategies (CSS) at Commercial Mean Difference and Discriminant Power of Customer Service Strategies Variables 205 xi

6 Relative Contribution of Customer Service Strategy Variables in TDS Score on Customer Service Strategies (SCSS) at Commercial Association between Profile of Customers and Their Score on Customer Service Strategies Variables in Customer Satisfaction (CS) at Commercial Score on Customer Satisfaction (SCS) among the Customers Association between Profile of Customers and Their SCS Statements Related to in Customer Loyalty of Commercial Score on Customer Loyalty (SCL) Among the Customers Association Between Profile of Customers and Their SCL Customers Perception on Benefits of CRM Important Benefits of CRM Reliability and Validity of Variables in Important Benefits of CRM Customer Perception on Important Benefits of CRM Impact of CRM Implementation on the Customer Perception on Service Quality Impact of CRM Implementation on Customer Interaction (SCI) at Commercial xii

7 Impact of CRM Implementation on Customer Retention (SCR) at Commercial Impact of CRM Implementation on Customer Service Strategy in Commercial Impact of CRM Implementation on Customer Satisfaction (SCS) at Commercial Impact of CRM Implementation on Customer Loyalty in Commercial xiii