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

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Volume 8 Issue 4
July-August 2026

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A Study on CRM In SBI with Special Reference to Shivamogga District

Author(s) Mr Somashekhar TH, Prof Shobharani H
Country India
Abstract This study focuses on Customer Relationship Management (CRM) practices in State Bank of India with special reference to Shivamogga district. The main objective of the study is to examine how CRM strategies are implemented in SBI and how they influence customer satisfaction, loyalty, and retention. In today’s competitive banking environment, maintaining strong relationships with customers has become essential for long-term success, and this study highlights the role of CRM in achieving that g

The findings of the study reveal that SBI has adopted several effective CRM practices, including digital banking services, personalized communication, and efficient grievance redressal systems. Most customers expressed satisfaction with the bank’s services, especially in terms of trust, accessibility, and reliability. However, certain areas such as waiting time, staff responsiveness, and awareness of digital services need further improvement to enhance overall customer experience.

The study concludes that CRM plays a crucial role in strengthening the relationship between the bank and its customers. By continuously improving service quality and adopting innovative customer-centric strategies, SBI can further enhance customer satisfaction and loyalty in the Shivamogga district. The study also provides suggestions for improving CRM practices, making it beneficial for both the bank and its customers in achieving mutual growth and long-term relationships.
Keywords CRM, SBI, customers.
Published In Volume 8, Issue 3, May-June 2026
Published On 2026-05-09
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E-ISSN 2582-2160
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CrossRef DOI prefix of IJFMR is 10.36948/ijfmr

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