Theoretical Antecedent of Customer Relationship Management of Banks in India
This paper has attempted to study the theoretical antecedents of CRM in banks and validate the instrument scale for CRM especially for customer perspective. The researcher has developed the hypothetical model of CRM Practices for banks. Due to insufficient literature in CRM model development stud...
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doaj-685974c88ce44b0ab48b1de611f2f4892020-11-24T21:05:54ZengDanubius UniversityActa Universitatis Danubius: Oeconomica2065-01752067-340X2017-10-01135123145Theoretical Antecedent of Customer Relationship Management of Banks in IndiaSheik Abdullah S.0Mohammed Abubakkar Siddique R.1M.S.S. Wakf Board CollegeAyya Nadar Janaki Ammal CollegeThis paper has attempted to study the theoretical antecedents of CRM in banks and validate the instrument scale for CRM especially for customer perspective. The researcher has developed the hypothetical model of CRM Practices for banks. Due to insufficient literature in CRM model development study, the researcher has concentrated universal study to focus and form the study conundrum. The research design of the present study is both descriptive and empirical in nature. The sample was identified with the help of online sample service portal. The study data collected with the sample size of 384 with judgment sampling method. At the time of analyzing the data for envisage the results the researcher applies training and hold out sample method was adopted for better results. To achieve the validity aspects of scale used for this study evaluated with factor analysis. Both factor analysis methods were adopted. To check the existing theory latent construct Exploratory Factor Analysis is conducted and its results validated through Confirmatory Factor Analysis. At the end of the process the researcher offers recommendation for better development and practices for CRM in banks of India.http://journals.univ-danubius.ro/index.php/oeconomica/article/view/4109/4212Customer Relationship Management; Validity and Reliability; Scale development; Confirmatory Factor Analysis and Explorative Factor Analysis |
collection |
DOAJ |
language |
English |
format |
Article |
sources |
DOAJ |
author |
Sheik Abdullah S. Mohammed Abubakkar Siddique R. |
spellingShingle |
Sheik Abdullah S. Mohammed Abubakkar Siddique R. Theoretical Antecedent of Customer Relationship Management of Banks in India Acta Universitatis Danubius: Oeconomica Customer Relationship Management; Validity and Reliability; Scale development; Confirmatory Factor Analysis and Explorative Factor Analysis |
author_facet |
Sheik Abdullah S. Mohammed Abubakkar Siddique R. |
author_sort |
Sheik Abdullah S. |
title |
Theoretical Antecedent of Customer Relationship Management of Banks in India |
title_short |
Theoretical Antecedent of Customer Relationship Management of Banks in India |
title_full |
Theoretical Antecedent of Customer Relationship Management of Banks in India |
title_fullStr |
Theoretical Antecedent of Customer Relationship Management of Banks in India |
title_full_unstemmed |
Theoretical Antecedent of Customer Relationship Management of Banks in India |
title_sort |
theoretical antecedent of customer relationship management of banks in india |
publisher |
Danubius University |
series |
Acta Universitatis Danubius: Oeconomica |
issn |
2065-0175 2067-340X |
publishDate |
2017-10-01 |
description |
This paper has attempted to study the theoretical antecedents of CRM in banks and validate
the instrument scale for CRM especially for customer perspective. The researcher has developed the
hypothetical model of CRM Practices for banks. Due to insufficient literature in CRM model
development study, the researcher has concentrated universal study to focus and form the study
conundrum. The research design of the present study is both descriptive and empirical in nature. The
sample was identified with the help of online sample service portal. The study data collected with the
sample size of 384 with judgment sampling method. At the time of analyzing the data for envisage the
results the researcher applies training and hold out sample method was adopted for better results. To
achieve the validity aspects of scale used for this study evaluated with factor analysis. Both factor
analysis methods were adopted. To check the existing theory latent construct Exploratory Factor
Analysis is conducted and its results validated through Confirmatory Factor Analysis. At the end of
the process the researcher offers recommendation for better development and practices for CRM in
banks of India. |
topic |
Customer Relationship Management; Validity and Reliability; Scale development; Confirmatory Factor Analysis and Explorative Factor Analysis |
url |
http://journals.univ-danubius.ro/index.php/oeconomica/article/view/4109/4212 |
work_keys_str_mv |
AT sheikabdullahs theoreticalantecedentofcustomerrelationshipmanagementofbanksinindia AT mohammedabubakkarsiddiquer theoreticalantecedentofcustomerrelationshipmanagementofbanksinindia |
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1716767490110914560 |