Collection Title:	SIU IS
Title :	Impact of Customer Relationship Management Practices on Customer Satisfaction: A study of Nepalese Commercial Banks
Material Type:	printed text
Authors:	Sagar Karki, Author ; Ousanee Sawagvudcharee, Associated Name ; Neeran Dhaubhadel, Associated Name
Publisher:	Bangkok: Shinawatra University
Publication Date:	2017
Pagination:	viii, 63 p.
Layout:	ill, Tables
Size:	30 cm.
Price:	500.00
General note:	SIU IS: SOM-MBA-2017-N56 Independent Study [SO [Management]] -- Shinawatra University, 2017
Languages :	English (eng)
Descriptors:	[LCSH]Customer Relationship Management [LCSH]Customer satisfaction
Keywords:	Customer Relationship Management, Customer Satisfaction, Service Quality, Employee’s Behavior, Customer Database, Solving Customer Problems, Physical Environment
Abstract:	The study examines the impact of customer relationship management on customer satisfaction in selected Nepalese commercial banks. Out of 28 commercial banks, 6 commercial banks are used as sample for the study. Self- administered questionnaire is distributed to 150 respondents in order to collect the data. Independent variable used in the study are service quality, behavior of employees, customer database, relationship through solving problem, physical environment, social network and dependent variable used in the study is customer satisfaction. The study focuses on Pearson correlation and regression analysis in order to analyze the data. The study reveals that service quality, employee behavior, physical environment, customer data base, social network interaction shows positive relationship with dependent variable but among all the independent variable employee behavior and social network interaction has positive significant relationship with customer satisfaction. On the other hand customer problem solving problem shows negative but insignificant relationship with customer satisfaction. The result indicates that good employee behavior leads to higher customer satisfaction. Similarly, increase in social network interaction leads to increase in customer satisfaction.
Curricular :	BBA/MBA
Record link:	http://libsearch.siu.ac.th/siu/opac_css/index.php?lvl=notice_display&id=27530

SIU IS. Impact of Customer Relationship Management Practices on Customer Satisfaction: A study of Nepalese Commercial Banks [printed text] / Sagar Karki, Author ; Ousanee Sawagvudcharee, Associated Name ; Neeran Dhaubhadel, Associated Name . - [S.l.] : Bangkok: Shinawatra University, 2017 . - viii, 63 p. : ill, Tables ; 30 cm.
500.00
SIU IS: SOM-MBA-2017-N56
Independent Study [SO [Management]] -- Shinawatra University, 2017
Languages : English (eng)

Descriptors:	[LCSH]Customer Relationship Management [LCSH]Customer satisfaction
Keywords:	Customer Relationship Management, Customer Satisfaction, Service Quality, Employee’s Behavior, Customer Database, Solving Customer Problems, Physical Environment
Abstract:	The study examines the impact of customer relationship management on customer satisfaction in selected Nepalese commercial banks. Out of 28 commercial banks, 6 commercial banks are used as sample for the study. Self- administered questionnaire is distributed to 150 respondents in order to collect the data. Independent variable used in the study are service quality, behavior of employees, customer database, relationship through solving problem, physical environment, social network and dependent variable used in the study is customer satisfaction. The study focuses on Pearson correlation and regression analysis in order to analyze the data. The study reveals that service quality, employee behavior, physical environment, customer data base, social network interaction shows positive relationship with dependent variable but among all the independent variable employee behavior and social network interaction has positive significant relationship with customer satisfaction. On the other hand customer problem solving problem shows negative but insignificant relationship with customer satisfaction. The result indicates that good employee behavior leads to higher customer satisfaction. Similarly, increase in social network interaction leads to increase in customer satisfaction.
Curricular :	BBA/MBA
Record link:	http://libsearch.siu.ac.th/siu/opac_css/index.php?lvl=notice_display&id=27530