Determinants of Electronic customer relationship management (e-CRM) for customer satisfaction in banking sector in India

Internet-based companies need to remain competitive. One way of improving competitive advantage is to attract more customers and increase customer retention; for example, by developing long-term, safe relationships between the buyers and sellers. Little empirical research has been conducted on the link between customer relationship management and customer commitment within an internet, or e-commerce, context. Electronic customer relationship management (e-CRM) is a concern for many organizations especially banking sector (Scullin et al. 2002a; Scullin et al. 2002b), the purpose of this study is to gain a better understanding of the advantages e-CRM to customers and organization in banking sector. The study has found that the banks seem to have same description about the advantages of e-CRM. Our finding indicates that with the implementation of e-CRM and the latest technologies bank have ensured full security for the transactions of their customer’s e- CRM facilitates the organizations to provide one to one services and also maintain the transaction security of the customers.   Key words: Customer relationship management, customer, electronic customer relationship management (e-CRM), e- response.