Study Of Customer Relationship Management In Malaysian Commercial Banks And Its Implications For The Small And Medium Enterprises

The objective of this study is to analyze the extent to which CRM is being applied by commercial banks with regards to the SMEs. This study will analyze th erole of Relationship Managers, mode of communication between banks and the SMEs, the usage of electronic delivery channels and customers databa...

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Bibliographic Details
Main Author:	M.Thiyagarajan, Thangarajah
Format:	Thesis
Published:	2003
Subjects:	HF5410-5417.5 Marketing Distribution of products
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id	my-mmu-ep.707
record_format	uketd_dc
spelling	my-mmu-ep.7072010-06-29T02:45:58Z Study Of Customer Relationship Management In Malaysian Commercial Banks And Its Implications For The Small And Medium Enterprises 2003-08 M.Thiyagarajan, Thangarajah HF5410-5417.5 Marketing. Distribution of products The objective of this study is to analyze the extent to which CRM is being applied by commercial banks with regards to the SMEs. This study will analyze th erole of Relationship Managers, mode of communication between banks and the SMEs, the usage of electronic delivery channels and customers database on the retention of SME customer. This study employs the importance of personal banker model which was introduced by Colgate and Stewart (1998) and Easingwood and Arnott (1991) importance-performance analysis. two different sets of postal questionnaire were used to extract information from 136 SMEs 2003-08 Thesis http://shdl.mmu.edu.my/707/ http://myto.perpun.net.my/metoalogin/logina.php masters Multimedia University Research Library
institution	Multimedia University
collection	MMU Institutional Repository
topic	HF5410-5417.5 Marketing Distribution of products
spellingShingle	HF5410-5417.5 Marketing Distribution of products M.Thiyagarajan, Thangarajah Study Of Customer Relationship Management In Malaysian Commercial Banks And Its Implications For The Small And Medium Enterprises
description	The objective of this study is to analyze the extent to which CRM is being applied by commercial banks with regards to the SMEs. This study will analyze th erole of Relationship Managers, mode of communication between banks and the SMEs, the usage of electronic delivery channels and customers database on the retention of SME customer. This study employs the importance of personal banker model which was introduced by Colgate and Stewart (1998) and Easingwood and Arnott (1991) importance-performance analysis. two different sets of postal questionnaire were used to extract information from 136 SMEs
format	Thesis
qualification_level	Master's degree
author	M.Thiyagarajan, Thangarajah
author_facet	M.Thiyagarajan, Thangarajah
author_sort	M.Thiyagarajan, Thangarajah
title	Study Of Customer Relationship Management In Malaysian Commercial Banks And Its Implications For The Small And Medium Enterprises
title_short	Study Of Customer Relationship Management In Malaysian Commercial Banks And Its Implications For The Small And Medium Enterprises
title_full	Study Of Customer Relationship Management In Malaysian Commercial Banks And Its Implications For The Small And Medium Enterprises
title_fullStr	Study Of Customer Relationship Management In Malaysian Commercial Banks And Its Implications For The Small And Medium Enterprises
title_full_unstemmed	Study Of Customer Relationship Management In Malaysian Commercial Banks And Its Implications For The Small And Medium Enterprises
title_sort	study of customer relationship management in malaysian commercial banks and its implications for the small and medium enterprises
granting_institution	Multimedia University
granting_department	Research Library
publishDate	2003
_version_	1747829197261242368

Study Of Customer Relationship Management In Malaysian Commercial Banks And Its Implications For The Small And Medium Enterprises

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