International Journal For Multidisciplinary Research

E-ISSN: 2582-2160   •   Impact Factor: 9.24

A Widely Indexed Open Access Peer Reviewed Multidisciplinary Bi-monthly Scholarly International Journal

Call for Paper Volume 8, Issue 2 (March-April 2026) Submit your research before last 3 days of April to publish your research paper in the issue of March-April.
Submit Research Paper Join as a Reviewer

Plagiarism is checked by the leading plagiarism checker TurnItIn

Call for Paper

Volume 8 Issue 2
March-April 2026

Submit your research paper

Indexing Partners
Academia Advanced Sciences Index Bielefeld Academic Search Engine CiteSeer DRJI Google Scholar Independent Search Engine & Directory Network ISI (International Scientific Indexing) Issuu Mendeley Research Networks
RefSeek ResearcherId - Thomson Reuters ResearchGate Scirus Scribd Semantic Scholar UTeM - Universiti Teknikal Malaysia Melaka Wiki for Call for Papers WorldCat Zenodo

Mediating Role Of Crm In Building Customers Perception,Satisfaction And Loyalty

Author(s) Dr. Rekha P, Ms. Rupashree K
Country India
Abstract Effective CRM (Customer Relationship Management) strategies enhance the banks share in the financial market. It also mediates the bank’s commitment to meet the customers demand /expectation. Private sector banks operating in India realise number of benefits by adopting right CRM practices. This article aims to assess the perception of customers towards SQD (Service Quality Dimension) of private sector bank operating in Tirupur district, to measure the customers perception toward CRM of their bank and to explore mediating role played by CRM in enhancing customers interaction (service value), satisfaction towards service value of the bank and loyalty towards the bank. Data were collected from 300 private bank customers living in Tirupur district. The investigation and inferential analysis declared that there exists relationship between private sector banks customers perception towards CRM practice of their bank mediates their perception on customers interaction (service value) maintained by the bank (35.30 per cent), their perception towards SQD of the bank (53.70 per cent), satisfaction towards the same (49.40 per cent) and loyalty towards the bank (47.20 per cent). The authors suggests the private sector banks to understand their strength and weakness, based on which they should strategically design their services, enhances its quality that is suitable different segment of customers who are differently educated or digitally literate, as the dominance of public sector banks are slowly diminishing and the future of banking are going to be in the hands of private sector banks.
Keywords Private Sector Bank, Customers Relationship Management (CRM), Service Quality Dimension (SQD)
Field Business Administration
Published In Volume 8, Issue 2, March-April 2026
Published On 2026-03-16
View / Download PDF File

Share this



E-ISSN 2582-2160
CrossRef

CrossRef DOI is assigned to each research paper published in our journal.

IJFMR DOI prefix is
10.36948/ijfmr

Downloads
Research Paper Format Copyright Permission Form and Undertaking Form Cover Page Vol 8 Isu 2Cover Page Vol 8 Isu 1Cover Page Vol 7 Isu 6

All research papers published on this website are licensed under Creative Commons Attribution-ShareAlike 4.0 International License, and all rights belong to their respective authors/researchers.

CC-BY-SA Open Access

About IJFMR
Fees & Payment
Current Issue
Publication Archive 		Submit Research Paper
Track Submission Status
Publication Guidelines
Publication Ethics
Peer Review & Plagiarism 		Join as a Reviewer
Editors & Reviewers
Reviewer Referral Program
Get Reviewer Membership Certi. 		Website/Journal Policies
Usage Policy
Content Policies
Privacy Policy
Contact Us +91-9687-828-838 editor@ijfmr.com
Powered by Sky Research Publication and Journals