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6. CRM Interpretation & Analysis

BANKS DATA ANALYSIS

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6.1 CRM Analysis for Public Sector Banks and Private Sector Banks

Detail Analysis have been done to understand the relation between various questions put to

various staff members of Private and Public Banks. Question set has been divided into different

form to have a clear view of individual segment.

Question Set Main I with Section A, B, C, D (Refer Annexure 1) was having 45 questions

and all questions were discussed with Bank Staff to understand their views on the same.

Question Set E with 10 questions were asked to customers to review CRM related to each Bank.

Various Factors (26) extracted from various existing researchers and articles related to CRM was

summarized and put to respondents to rate each Factor satisfaction. These details are

considered in Question Set Main II (Appendix 1) To understand the response of staff on each

question Valid Response, Mean, Std. Error, Median, Std. Deviation, and Variance is calculated

and shown in the Annexure 2.

Sample size: The number of cases n is the number of numeric entries for the variable that fulfill

the selection criterion. In this analysis 91 respondents has given the response from Top

Management, Middle Management & Lower Management.127 customers from Public and Private

Banks have responded to various questions asked to them.

The lowest value and highest value of all observations (range).The lowest value used in the

analysis 1 and the highest value is 5

Analyses have been done to understand the basic statistical tools and results Table Shows the

results of various questions asked to Staff of Public and Private Banks. Sample size used is the

actual responses received from various respondents. In the below table respondent ratio is as

mentioned below

SBI and PNB 46 respondent, ICICI and HDFC 45 respondent. Total respondent from Staff=

46+45= 91 respondent .Following Section of questions have been analysis

A) Perception of Official Respondents on CRM

B) Performance review by Official Respondents

C) Problem Analysis by Official Respondents

D) Importance of CRM by Official Respondents

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6.2 Important Factors Analyzed

During the research various factors have been analyzed and documented and same were

added in questionnaire set main II (Appendix 1).Same factors were asked to rate by

respondents to understand the importance of each. After having responses on 26 factors it

was analyzed that 8 factors are more significant and they play important role in Banking

Sector. For each factor frequency response is taken from both Public and Private bank

respondednts.There Chi Square and p value is calculated to understand the significant factors.

Below table show the details.

Table No. 6.1

Table No. :- Analysis of various Factors for Public and Private Banks

Type of Bank

PUBLIC PRIVATEChi-

square p-value1. Relationship with customer Percent Percent

Highly dissatisfied 0.0 0.0

2.147 0.342

Moderately dissatisfied 0.0 0.0

Neutral 0.0 4.4

Moderately satisfied 34.8 35.6

Highly satisfied 65.2 60.0

Type of Bank

PUBLIC PRIVATEChi-

square p-value

2. Customer Prospecting Percent Percent


5.295 0.258


Neutral 47.8 33.3



Type of Bank

PUBLIC PRIVATE

Chi-

square p-value

3. Interactive Management Percent Percent


6.877 0.032


Neutral 10.9 0.0



80


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Type of Bank

PUBLIC PRIVATEChi-

square p-value

4. Empowerment to customers Percent Percent


17.806 0.000


Neutral 54.3 28.9



Type of Bank

PUBLIC PRIVATEChi-

square p-value

5. Understanding customer expectation Percent Percent


4.670 0.097Moderately dissatisfied 52.2 51.1Neutral 30.4 44.4



Type of Bank

PUBLIC PRIVATEChi-

square p-value

6. Partnership Percent Percent


1.207 0.547


Neutral 19.6 28.9



Type of Bank

PUBLIC PRIVATEChi-

square p-value

7. Personalization Percent Percent


1.850 0.396


Neutral 6.5 8.9



Type of Bank

PUBLIC PRIVATEChi-

square p-value

8. Presence of Internet facility without risk Percent Percent

Highly dissatisfied 0.0 22.2 14.888 0.002

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Neutral 56.5 28.9



Type of Bank

PUBLIC PRIVATEChi-

square p-value

9. Interacting on internet Percent Percent


0.104 0.950


Neutral 30.4 33.3



Type of Bank

PUBLIC PRIVATEChi-

square p-value

10. Speedy Service Percent Percent


2.116 0.347


Neutral 10.9 4.4



Type of Bank

PUBLIC PRIVATEChi-

square p-value

11. Speed of ATM and related service Percent Percent


2.169 0.538Moderately dissatisfied 41.3 40.0

Neutral 47.8 42.2



Type of Bank

PUBLIC PRIVATEChi-

square p-value

12. Staff Cooperation and Behaviour Percent Percent


3.131 0.209


Neutral 10.9 4.4



82


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Type of Bank

PUBLIC PRIVATEChi-

square p-value

13. Loan and related facilities with clear and

standard terms and conditions Percent PercentHighly dissatisfied 0.0 20.0

14.666 0.002


Neutral 56.5 28.9



Type of Bank

PUBLIC PRIVATEChi-

square p-value

14. problem solving attitude / specific staff Percent Percent


3.906 0.272


Neutral 30.4 35.6



Type of Bank

PUBLIC PRIVATEChi-

square p-value

15. Variety of service Percent Percent


6.825 0.033


Neutral 10.9 0.0



Type of Bank

PUBLIC PRIVATEChi-

square p-value

16. Better rate of interest Percent Percent


1.974 0.578


Neutral 37.0 40.0



Type of Bank

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PUBLIC PRIVATEChi-

square p-value

17. Online Service , payment and other facility Percent Percent


9.651 0.008


Neutral 8.7 2.2Moderately satisfied 56.5 31.1


Type of Bank

PUBLIC PRIVATEChi-

square p-value

18. Home service like delivery of cash Percent Percent


2.757 0.431


Neutral 39.1 44.4Moderately satisfied 37.0 26.7


Type of Bank

PUBLIC PRIVATEChi-

square p-value

19. Frequency of response Percent Percent


4.013 0.260


Neutral 47.8 55.6



Type of Bank

PUBLIC PRIVATEChi-

square p-value

20. New product and services Percent Percent


0.285 0.867


Neutral 50.0 55.6



Type of Bank

PUBLIC PRIVATEChi-

square p-value

21. Presence Geographically Percent Percent

Highly dissatisfied 4.3 8.9 3.671 0.452

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Neutral 41.3 35.6



Type of Bank

PUBLIC PRIVATEChi-

square p-value

22. Quality of Service and Staff Percent Percent


1.066 0.785


Neutral 41.3 33.3



Type of Bank

PUBLIC PRIVATEChi-

square p-value

23. Well trained and matures Staff to handle errorsand critical situations etc Percent Percent


8.181 0.085


Neutral 41.3 42.2



Type of Bank

PUBLIC PRIVATEChi-

square p-value

24. Better Competitor Offerings Percent Percent


4.185 0.382


Neutral 21.7 22.2



Type of Bank

PUBLIC PRIVATEChi-

square p-value

25. Data protection and privacy of individual details Percent Percent


3.506 0.477Moderately dissatisfied 2.2 4.4

Neutral 34.8 28.9

85


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Type of Bank

PUBLIC PRIVATEChi-

square p-value

26. 24X7 Telephonic support Percent Percent


6.501 0.165


Neutral 41.3 37.8



Analysis: - After analyzing the various factors considered in research it is observed that following

8 factors are significant as compared to other factors.

Interactive Management

Response from various respondents indicates that Bank initiative with customer plays very

important role. Comparing Public and Private Banks it is observed that in Public Bank only

37 % of respondents are very Highly Satisfied where as in case of Private Banks it is 55.6

%.Calculating and understanding the Chi Value that is 6.877 and p value 0.032 it shows

that this factors is significant and need to be focused by Public Banks

Empowerment to customers

Response from various respondents indicates that Empowerment to customers is still have a

neutral response .Comparing Public and Private Banks it is observed that in Public Bank

customer 54.3 % of respondents are neutral where as in case ofPrivate Banks it is 28.9

%.Calculating and understanding the Chi Value that is 17.806 and p value 0.0 it shows that

this factors is significant and need to be focused by both Public Banks and Private banks.

Understanding Customer expectation

Response from various respondents indicates that customers from both banks are

moderately dissatisfied.Comparing Public and Private Banks it is observed that in Public

Bank 52.2 % of respondents are moderately dissatisfied where as in case of Private Banks

it is 51.1%.Calculating and understanding the Chi Value that is 4.670 and p value 0.097 it

shows that this factors is significant and need to be focused by both banks.

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Presence of internet facility without risk

Response from various respondents indicates that though now both Public and Private sector

Bank provide this facility but risk factors play still an important concern. Comparing Public and

Private Banks it is observed that in Public Bank 56.5 % of respondents are neutral where

as in case ofPrivate Banks it is 28.9 %.Calculating and understanding the Chi Value that is

14.888 and p value 0.002 it shows that this factor is significant and need to be focused.

Above details shows that respondent from Private Banks feel higher risk while using internet

facility from bank as compared to Public bank customers.

Loan and related facilities with clear and standard terms and conditions

Response from various respondents indicates that Bank initiative with customer plays very

important role. Comparing Public and Private Banks it is observed that in Public Bank only

56.5 % of respondents are neutral where as in case of Private Banks it is 28.9


that this factor is significant and need to be focused by Private Banks. Though it is easy to get

loan in Private Banks but still respondent feel that Public banks terms and conditions are

more clear and they follow the same where as in case of Private banks respondent feel that

terms and conditions changes fast with subject to market conditions

Variety of Services

Response from various respondents indicates that Bank services play important role.

Comparing Public and Private Banks it is observed that in Public Bank only 39.1 % of

respondents are highly satisfied where as in case ofPrivate Banks it is 57.8 %.Calculating

and understanding the Chi Value that is 6.825 and p value 0.033 it shows that this factor is

significant and need to be focused by Public Banks.

Online service , payment and other services

Response from various respondents indicates that Bank in Public Bank only 34.8 % of

respondents are Highly Satisfied where as in case ofPrivate Banks it is 66.7 %.Calculating

and understanding the Chi Value that is 9.651 and p value 0.008 it shows that this factor is

significant and need to be focused by Public Banks.

Well trained and Mature Staff to handle Errors and critical situations etc

Response from various respondents indicates that in Public Bank have 47.8 % of

respondents who are moderately satisfied where as in case of Private Banks it is 26.7


that this factor is significant and need to be focused by Private Banks. Though Private banks

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have more young staff who is well trained as compared to Public banks but respondents still

feel that mature staff is present in Public Sector Banks who can handle errors or similar

critical situations with there experience.

88


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6.3 DETAIL ANALYSIS

Detail Analysis have been done to understand the relation between various questions put to

various staff members of Private and Public Banks. Question set has been divided into different

form to have a clear view of individual segment. Question Set Main I was having 45 questions

and all questions were discussed with Bank Staff to understand their views on the same. To

understand the response of staff on each question table were made with response from different

level from Top Management, Middle Management and Lower Management in each Bank.

Response was aligned in form of tables and final Total is calculated from the Frequency count

against each response. Then Chi Square and p value is calculated using SPSS software as

shown below table.

Detail analysis of each question is done on Public and Private Bank Respondednts.Public Banks

are SBI, PNB and Private Banks are ICICI & HDFC . Annexure 2 Table A2-3 to A2-6 showsdetails frequency distribution for each bank with different respondents. Annexure 3 shows a

collective Frequency distribution of questions in form of total Public banks response and total

private bank response

Each response was analyzed with graph to understand and conclude the results from the

same.Each pointis observed and comments are made against the responses which were

found significant.

1: - Though we have CRM, I believe that people are not using it adequately.

Satisfaction level

Top Mgt Middle mgt Lower mgt Total Chi-squarevalue

pvalu

epubli

cprivat

epubli

cprivat

epubli

cprivat

epubli

cprivat

e

Highly dissatisfied 33.3 50.0 5.6 12.7 10.0 9.1 10.8 13.0

9.71*0.023

Moderately dissatisfied 0.0 50.0 26.7 21.5 45.6 16.7 34.7 20.5

Neutral 33.3 0.0 20.6 22.7 14.4 39.4 17.5 29.0

Moderately satisfied 0.0 0.0 31.7 20.4 23.3 25.8 24.3 22.0

Highly satisfied 33.3 0.0 15.6 22.7 6.7 9.1 12.8 15.5

Total 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0

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From the table and graph it is analyzed that results are significant in this case. In case of Public

Banks it is observed that CRM implementation is still a high concern. Most respondents that is

34.7 % are moderately dissatisfied and in case of Private Banks 20.5% respondents are

moderately dissatisfied. Where as highly satisfaction level in Private Banks is 15.5% and in

Public Banks it is 12.8 %. So CRM Implementation to full extend in both sectors is very

important and need to be focused by individual sectors.

2: - On the whole I am satisfied with CRM here.

Satisfaction level

Top Mgt Middle mgt Lower mgt Total Chi-square

value

pvalu

e

publi

c

privat

e

publi

c

privat

e

publi

c

privat

e

publi

c

privat

eHighly dissatisfied 0.0 0.0 10.0 8.8 20.0 43.9 13.1 24.0

10.650 0.32


Neutral 0.0 50.0 32.2 21.5 13.3 20.2 21.5 22.5


Highly satisfied100.

0 0.0 10.6 8.8 12.2 0.0 17.9 4.5

Total100.

0 100.0100.

0 100.0100.

0 100.0100.

0 100.0

90


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3: - I feel secure and happy with CRM in the bank so far.

Satisfaction level


value

pvalu

e

publi

c

privat

e

publi

c

privat

e

publi

c

privat

e

publi

c

privat


5.820* 0.05


Neutral 0.0 100.0 15.6 21.5 21.1 11.1 17.1 20.5



Total100.

0 100.0100.

0 100.0100.

0 100.0100.

0 100.0


Banks it is observed that respondents are still not happy with CRM implementation. Most

respondents that is 36.7 % are moderately dissatisfied and in case ofPrivate Banks 23.5%

91


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respondents are moderately dissatisfied. Where as highly satisfaction level in Private Banks is

12.0% and in Public Banks it is 9.1 %. So CRM Implementation to full extendin both sectors is

very important and need to be focused by individual sectors.

4: -CRM needs to be improved in Bank.

Satisfaction level

Top Mgt Middle mgt Lower mgt TotalChi-

square

value

pvalu

e

publi

c

privat

e

publi

c

privat

e

publi

c

privat

e

publi

c

privat


6.8400.440


Neutral 0.0 50.0 26.1 44.2 33.3 14.6 27.9 31.5



Total100.

0 100.0100.

0 100.0100.

0 100.0100.

0 100.0

5:-I think, additional inputs are needed.

Satisfaction level

Top Mgt Middle mgt Lower mgt TotalChi-

squarevalue

pvalue

public

private

public

private

public

private

public

private

Highly dissatisfied 0.0 50.0 0.0 0.0 21.1 0.0 10.8 2.0 12.300 0.34Moderately dissatisfied 0.0 0.0 5.0 7.7 23.3 20.2 13.1 13.0

92


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0

Neutral 33.3 0.0 31.7 31.5 10.0 43.9 21.5 35.5



Total100.

0 100.0100.

0 100.0100.

0 100.0100.

0 100.0

6: -CRM leads to improved performance in Bank

Satisfaction level


pvalu

epubli

cprivat

epubli

cprivat

epubli

cprivat

epubli

cprivat

e


4.360 0.72


Neutral 33.3 0.0 41.7 30.4 33.3 24.7 36.7 26.5



Total100.

0 100.0100.

0 100.0100.

0 100.0100.

0 100.0

93


17/47


7:-In Bank business is primarily based on relations.

Satisfaction level


pvalu

epubli

cprivat

epubli

cprivat

epubli

cprivat

epubli

cprivat

e


5.300 0.60


Neutral 33.3 0.0 31.7 35.4 27.8 15.7 30.3 25.0



Total100.

0 100.0100.

0 100.0100.

0 100.0100.

0 100.0

8: -Do you think better work will be done, if CRM is made better.

94


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Satisfaction level


pvalu

epubli

cprivat

epubli

cprivat

epubli

cprivat

epubli

cprivat

e


7.670 0.33


Neutral 33.3 50.0 26.7 39.2 32.2 11.1 29.0 27.0Moderately satisfied 0.0 50.0 36.1 22.7 33.3 55.1 31.9 38.5


Total100.

0 100.0100.

0 100.0100.

0 100.0100.

0 100.0

9: -Do you think time has come to make use of CRM extensively in Banks.

Satisfaction level


pvalu

epubli

cprivat

epubli

cprivat

epubli

cprivat

epubli

cprivat

e


7.380 0.42


Neutral 0.0 50.0 26.7 20.0 38.9 38.4 30.7 29.0



Total100.

0 100.0100.

0 100.0100.

0 100.0100.

0 100.0

95


19/47


10: -CRM is very important in service organization like Banks.

Satisfaction level


pvalu

epubli

cprivat

epubli

cprivat

epubli

cprivat

epubli

cprivat

e


5.750 0.44


Neutral 66.7 100.0 42.2 11.5 21.1 41.4 33.0 29.0



Total100.

0 100.0100.

0 100.0100.

0 100.0100.

0 100.0

11: -CRM is going to improve the business in Banks.

96


20/47


Satisfaction level


pvalu

epubli

cprivat

epubli

cprivat

epubli

cprivat

epubli

cprivat

e


7.790 0.40


Neutral 0.0 50.0 10.0 26.5 42.2 30.3 25.5 29.5



Total100.

0 100.0100.

0 100.0100.

0 100.0100.

0 100.0

12: -CRM is better than any other management system.

Satisfaction level


pvalu

epubli

cprivat

epubli

cprivat

epubli

cprivat

epubli

cprivat

e


7.760 0.36


Neutral 33.3 100.0 26.7 17.7 33.3 29.3 30.7 26.5



Total100.

0 100.0100.

0 100.0100.

0 100.0100.

0 100.0

97


21/47


13: -Customers will increase with CRM

Satisfaction level


pvalu

epubli

cprivat

epubli

cprivat

epubli

cprivat

epubli

cprivat

e


8.200 0.32


Neutral 33.3 0.0 16.1 39.2 27.8 15.7 23.9 27.0

Moderately satisfied 0.0 50.0 26.7 12.7 27.8 24.7 25.9 20.0Highly satisfied 0.0 0.0 16.1 8.8 12.2 20.2 13.1 13.5

Total100.

0 100.0100.

0 100.0100.

0 100.0100.

0 100.0

98


22/47


14: -Have you managed customers according to CRM?

Satisfaction level

Top Mgt Middle mgt Lower mgt Total Chi-

squarevalue

p

value

public

private

public

private

public

private

public

private


7.300 0.41


Neutral 33.3 0.0 21.1 44.2 26.7 14.6 24.3 29.0



Total100.

0 100.0100.

0 100.0100.

0 100.0100.

0 100.0

15:-Have you implemented CRM guidelines?

Satisfaction level


pvalu

epubli

cprivat

epubli

cprivat

epubli

cprivat

epubli

cprivat

e


3.29* 0.05


Neutral 33.3 50.0 27.2 25.4 36.7 30.3 33.0 29.0



Total100.

0 100.0100.

0 100.0100.

0 100.0100.

0 100.0

99


23/47



Banks it is observed that respondents fell that customers are not managed as per CRM Policy

Most respondents that is 33 % are neutral . Employees feel once policy framed then there is no

issue but if any thing not defined in policy that is not followed .In case of Private Banks 33.5%

respondents are moderately satisfied. Where as highly satisfaction level in Private Banks is

23.5% and in Public Banks it is 10.8 %.

16:-Have you evaluated CRM?

Satisfaction level


pvalu

epubli

cprivat

epubli

cprivat

epubli

cprivat

epubli

cprivat

e


7.6700.37

0


Neutral 33.3 0.0 36.7 26.5 20.0 21.2 29.5 23.0



Total100.

0 100.0100.

0 100.0100.

0 100.0100.

0 100.0

100


24/47


17:-Are your CRM practices customers oriented?

Satisfaction level


pvalu

epubli

cprivat

epubli

cprivat

epubli

cprivat

epubli

cprivat

e


4.730* 0.04


Neutral 0.0 0.0 26.7 21.5 38.9 30.3 30.7 24.5



Total100.

0 100.0100.

0 100.0100.

0 100.0100.

0 100.0


Banks it is observed that respondents fell that customers are not as per customer orientation

Most respondents that is 30.7 % are moderately dissatisfied. In case ofPrivate Banks 44.5%

101


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respondents are moderately satisfied. Where as highly satisfaction level in Private Banks is

31.0% and in Public Banks it is only 15.1 %.So CRM Practices need to be modified in case of

Public Sector where as in case of Private Banks it need some alignment only.

18:-Have redesigned jobs according to the requirement of CRM?

Satisfaction level


pvalu

epubli

cprivat

epubli

cprivat

epubli

cprivat

epubli

cprivat

e


6.110 0.47


Neutral 0.0 50.0 37.2 29.2 24.4 29.3 28.3 30.5



Total

100.

0 100.0

100.

0 100.0

100.

0 100.0

100.

0 100.0

19: -Have you improved customer handling?

Satisfaction level


pvalu

epubli

cprivat

epubli

cprivat

epubli

cprivat

epubli

cprivat

e


7.010 0.47


Neutral 0.0 100.0 37.2 21.5 15.6 24.7 23.9 26.5



Total100.

0 100.0100.

0 100.0100.

0 100.0100.

0 100.0

102


26/47


20: -Have you improved relations with the customers?

Satisfaction level


pvalu

epubli

cprivat

epubli

cprivat

epubli

cprivat

epubli

cprivat

e


4.920 0.51


Neutral 0.0 0.0 42.8 30.4 24.4 25.8 30.7 27.0



Total100.

0 100.0100.

0 100.0100.

0 100.0100.

0 100.0

103


27/47


21: -Have you prepared your people to work in CRM environment?

Satisfaction level


pvalu

epubli

cprivat

epubli

cprivat

epubli

cprivat

epubli

cprivat

e


4.750 0.68


Neutral 0.0 50.0 15.6 30.4 27.8 21.2 21.1 27.0



Total100.

0 100.0100.

0 100.0100.

0 100.0100.

0 100.0

104


28/47


22: -Have you benchmarked your organization performance with best practices of otherbanks?

Satisfaction level


pvalu

epubli

cprivat

epubli

cprivat

epubli

cprivat

epubli

cprivat

e


7.990 0.42


Neutral 33.3 0.0 21.1 29.2 18.9 25.8 21.5 26.5



Total100.

0 100.0100.

0 100.0100.

0 100.0100.

0 100.0

105


29/47


23: -Have you driven out the fear?

Satisfaction level


value

pvalu

e

publi

c

privat

e

publi

c

privat

e

publi

c

privat

e

publi

c

privat


5.490 0.55


Neutral 66.7 50.0 26.1 18.8 21.1 33.8 26.3 26.5



Total100.

0 100.0100.

0 100.0100.

0 100.0100.

0 100.0

24: -Have you adopted an organization culture with shared version, values and analysis?

Satisfaction level


pvalu

epubli

cprivat

epubli

cprivat

epubli

cprivat

epubli

cprivat

e


10.840 0.30


Neutral 33.3 0.0 31.1 8.8 37.8 49.5 33.0 26.5



Total100.

0 100.0100.

0 100.0100.

0 100.0100.

0 100.0

106


30/47


25: -Has organization taken transformation initiative?

Satisfaction level


pvalu

epubli

cprivat

epubli

cprivat

epubli

cprivat

epubli

cprivat

e


8.450 0.35


Neutral 0.0 100.0 26.7 24.2 27.8 15.7 25.9 24.0

Moderately satisfied 33.3 0.0 41.7 27.7 32.2 33.8 35.0 29.0Highly satisfied 33.3 0.0 21.1 21.5 17.8 5.6 19.9 13.5

Total100.

0 100.0100.

0 100.0100.

0 100.0100.

0 100.0

107


31/47


26: - Have you evaluated management skills?

Satisfaction level


pvalu

epubli

cprivat

epubli

cprivat

epubli

cprivat

epubli

cprivat

e


7.380 0.25


Neutral 33.3 0.0 16.1 21.5 27.8 34.8 23.9 26.5



Total100.

0 100.0100.

0 100.0100.

0 100.0100.

0 100.0

108


32/47


27: -Do you feel motivated with CRM polices?

Satisfaction level


pvalu

epubli

cprivat

epubli

cprivat

epubli

cprivat

epubli

cprivat

e


8.520 0.35


Neutral100.

0 0.0 26.1 31.5 33.3 24.7 35.0 27.0



Total100.

0 100.0100.

0 100.0100.

0 100.0100.

0 100.0

28:-Identifying potential. Y/N

Satisfaction level


pvalue

public

private

public

private

public

private

public

private

No 66.7 0.0 47.8 49.2 30.0 35.9 39.8 41.0

1.06 0.53Yes 33.3 100.0 52.2 50.8 70.0 64.1 60.2 59.0

Total100.

0 100.0100.

0 100.0100.

0 100.0100.

0 100.0

109


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29:-Identify training needs. Y/N

Satisfaction level


pvalu

epubli

cprivat

epubli

cprivat

epubli

cprivat

epubli

cprivat

e

No 0.0 0.0 53.3 50.4 37.8 56.1 43.0 50.5

2.37 0.38Yes100.

0 100.0 46.7 49.6 62.2 43.9 57.0 49.5

Total 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0

110


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30: -Generating data for key skills. Y/N

Satisfaction level

Top Mgt Middle mgt Lower mgt Total Chi-

squarevalue

p

value

public

private

public

private

public

private

public

private

No 66.7 50.0 57.8 64.6 44.4 35.9 50.6 51.0

2.13 0.42Yes 33.3 50.0 42.2 35.4 55.6 64.1 49.4 49.0

Total100.

0 100.0100.

0 100.0100.

0 100.0100.

0 100.0

31:-I feel CRM is just a formality Y/N

Satisfaction level


pvalue

public

private

public

private

public

private

public

private

No 33.3 50.0 47.2 33.1 35.6 47.5 39.4 40.0

1.07 0.58Yes 66.7 50.0 52.8 66.9 64.4 52.5 60.6 60.0

Total100.

0 100.0100.

0 100.0100.

0 100.0100.

0 100.0

111


35/47


32:-I feel parameters used in our present CRM are relevant. Y/N

Satisfaction level


pvalue

public

private

public

private

public

private

public

private

No 33.3 50.0 52.2 43.1 38.9 43.9 43.4 43.5

0.91 0.6Yes 66.7 50.0 47.8 56.9 61.1 56.1 56.6 56.5

Total100.

0 100.0100.

0 100.0100.

0 100.0100.

0 100.0

112


36/47


33.I feel business is better with CRM rather then without Y/N

Satisfaction level


pvalu

epubli

cprivat

epubli

cprivat

epubli

cprivat

epubli

cprivat

e

No 33.3 50.0 46.7 53.1 36.7 44.9 40.7 49.5

0.78 0.63Yes 66.7 50.0 53.3 46.9 63.3 55.1 59.3 50.5

Total100.

0 100.0100.

0 100.0100.

0 100.0100.

0 100.0

34:-Inflexibility to change. Y/N

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Satisfaction level


pvalu

epubli

cprivat

epubli

cprivat

epubli

cprivat

epubli

cprivat

e

No

100.

0 0.0 32.2 30.4 35.6 59.6 38.2 42.02.19 0.36Yes 0.0 100.0 67.8 69.6 64.4 40.4 61.8 58.0

Total100.

0 100.0100.

0 100.0100.

0 100.0100.

0 100.0

35:-Insupportable technology Y/N

Satisfaction level


pvalu

epubli

cprivat

epubli

cprivat

epubli

cprivat

epubli

cprivat

e

No 0.0 100.0 37.2 31.9 47.8 44.9 39.4 41.0

2.34 0.37Yes100.

0 0.0 62.8 68.1 52.2 55.1 60.6 59.0

Total100.

0 100.0100.

0 100.0100.

0 100.0100.

0 100.0

114


38/47


36: -Delayed responsiveness across the organization Y/N

Satisfaction level


pvalu

epubli

cprivat

epubli

cprivat

epubli

cprivat

epubli

cprivat

e

No 66.7 100.0 37.2 30.4 36.7 42.9 39.4 39.0

1.9 0.41Yes 33.3 0.0 62.8 69.6 63.3 57.1 60.6 61.0

Total100.

0 100.0100.

0 100.0100.

0 100.0100.

0 100.0

37: -losses faced by the organization Y/N

Satisfaction level


pvalu

epubli

cprivat

epubli

cprivat

epubli

cprivat

epubli

cprivat

e

No 33.3 0.0 46.1 41.9 26.7 30.3 34.3 35.0

2.37 0.49Yes 66.7 100.0 53.9 58.1 73.3 69.7 65.7 65.0

Total100.

0 100.0100.

0 100.0100.

0 100.0100.

0 100.0

115


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38: -Ready to face competition. Y/N

Satisfaction level


pvalu

epubli

cprivat

epubli

cprivat

epubli

cprivat

epubli

cprivat

e

No 33.3 50.0 47.2 43.1 34.4 15.7 40.7 31.0

2.04* 0.05Yes 66.7 50.0 52.8 56.9 65.6 84.3 59.3 69.0

Total100.

0 100.0100.

0 100.0100.

0 100.0100.

0 100.0

From the table and graph it is analyzed that results are significant in this case. In case of PublicBanks it is observed that respondents fell that they are ready for competition Most respondents

that is 59.3 % states YES ..In case ofPrivate Banks 69.5% respondents saysYES.So here is

the major significance in highly satisfaction level in both sectors. Employees in private sector feel

that customers expectations from private banks are very high so need 100% accuracy to retain

them. Public banks feel they are ready and slowly and slowly improving to face competition.

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39: -Underutilization of resources. Y/N

Satisfaction level


pvalue

public

private

public

private

public

private

public

private

No 66.7 0.0 31.1 54.2 37.8 39.4 35.4 45.0

2.11* 0.034Yes 33.3 100.0 68.9 45.8 62.2 60.6 64.6 55.0

Total100.

0 100.0100.

0 100.0 100. 100.0 100. 100.0

From the table and graph it is analyzed that results are significant in this case. In case of PublicBanks it is observed that respondents fell that they have resources and there is an improvement

on date but still 64.6 % says YES. Employees feel they have started rotational job but still results

are to be achieved as compared to private banks .In case of Private Banks 55% respondents

statedYES .Employees in private sector feel that customers expectation from private banks are

very high so need 100% accuracy to retain them.

40:-Improved performance Y/N

Satisfaction level


pvalu

epubli

cprivat

epubli

cprivat

epubli

cprivat

epubli

cprivat

e

No 33.3 50.0 46.7 31.5 51.1 29.3 47.4 31.0

1.33* 0.04Yes 66.7 50.0 53.3 68.5 48.9 70.7 52.6 69.0

Total100.

0 100.0100.

0 100.0100.

0 100.0100.

0 100.0

117


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Banks it is observed that respondents fell that there is an improvement as compared to last

financial year Most respondents says YES that is 52.6 % .In case of Private Banks 69%

respondents say YES on improved performance .

41: -As a status symbol Y/N

Satisfaction level


pvalu

epubli

cprivat

epubli

cprivat

epubli

cprivat

epubli

cprivat

e

No 33.3 0.0 31.7 31.9 44.4 43.9 37.4 36.0

1.02 0.6Yes 66.7 100.0 68.3 68.1 55.6 56.1 62.6 64.0

Total100.

0 100.0100.

0 100.0100.

0 100.0100.

0 100.0

42: -Satisfied customer Y/N

118


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Satisfaction level


pvalu

epubli

cprivat

epubli

cprivat

epubli

cprivat

epubli

cprivat

e

No 33.3 50.0 21.1 48.1 42.2 43.9 32.7 46.5

1.26* 0.04Yes 66.7 50.0 78.9 51.9 57.8 56.1 67.3 53.5

Total100.

0 100.0100.

0 100.0100.

0 100.0100.

0 100.0


Banks it is observed that respondents fell that customers are satisfied .Most respondents that is

67.3 % says YES. Employees feel that they have limited customers and public sector has

improved a lot in terms of last impression. In terms of ATM networks they have largest as

compared to private sector. In case ofPrivate Banks 53.5% respondents says YES. Employees

in private sector feel that customers expectation from private banks are very high so need 100%

accuracy to retain them.

43: -More Business Y/N

Satisfaction level


value

pvalu

e

publi

c

privat

e

publi

c

privat

e

publi

c

privat

e

publi

c

privat

eNo 66.7 0.0 46.7 32.7 52.2 19.2 51.4 25.0

1.42* 0.05Yes 33.3 100.0 53.3 67.3 47.8 80.8 48.6 75.0

Total100.

0 100.0 100. 100.0 100. 100.0 100. 100.0

119


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Banks it is observed that respondents fell that in present scenario private Banks are getting morebusiness as compared to Public sector .Only 48.6 % respondents feel that they are having better

business opportunity as compared to private sector .In case ofPrivate Banks 75% respondents

say YES .Private sector is more confident on business growth as compared to public sector.

44: -Is it results in satisfaction level of customer? Y/N

Satisfaction level


pvalu

epubli

cprivat

epubli

cprivat

epubli

cprivat

epubli

cprivat

e

No 33.3 0.0 32.2 49.2 51.1 40.4 41.8 43.0

1.12 0.54Yes 66.7 100.0 67.8 50.8 48.9 59.6 58.2 57.0

Total100.

0 100.0100.

0 100.0100.

0 100.0100.

0 100.0

120


44/47


45: -Do customers give references to other people of your Bank? Y/N

Satisfaction level


pvalu

epubli

cprivat

epubli

cprivat

epubli

cprivat

epubli

cprivat

e

No 33.3 50.0 46.7 53.1 36.7 44.9 40.7 49.5

0.78 0.63Yes 66.7 50.0 53.3 46.9 63.3 55.1 59.3 50.5

Total100.

0 100.0100.

0 100.0100.

0 100.0100.

0 100.0

121


45/47


A Paired Sample Correlation Analysis is applied for customer review. It is applied on

questions.50 respondents were considered in case of each bank Section E no 1 to 10 (Refer

Appendix 1). Detail Correlation tables are attached in Appendix 4 .From these table of

Correlation details were analyzed.

To analyze the response from various respondent data was converted to Correlation Table for

each sector that is Public Sector Bank and Private Sector Bank. In each case questions were

asked to 100 respondents. Final response received in case ofPublic Sector Banks is N=62 and

in case ofPrivate sector Banks N=67 and total N=127. Three different Correlations were run.

First for Public Sector, Second for Private Sector and Third for Total. Refer Appendix 4.

From Final Total Correlation table above it was found that in three cases, response is significant

or highly significant. Those case have been analyze below

A Are you Satisfied with the problem solving Attitude of

bank

PublicBanks

PrivateBanks

Correlation

(Refer TableCorrelationPublicBanks)

Correlation

( Refer TableCorrelationPublic Banks )

Correlation (Refer Table

Correlation Total )

N=62 N=65 N=127

Are you Satisfiedwith the bank( 1= Yes , 0 = No ) 0.242 0.131 0.186

Analyzing the details it is observed that these questions are positive correlated with each

other .When most of the respondents were asked about there satisfaction level it is observed theyhave mix response and most of them have correlated the same with Problem solving attitude of

the bank. It seems that if banks will solve customer problem efficiently they will feel satisfied. In

case of Public Banks it is observed that Correlation is 0.242 and in case of Private Banks it is

0.131. But when total respondents were taken Total Correlation value is 0.186

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B Will you refer other to this bank

Public BanksPrivateBanks

Correlation(Refer TableCorrelationPublic Banks)

Correlation(ReferTableCorrelationPublicBanks )

Correlation (Refer TableCorrelation Total )

N=62 N=65 N=127

Will you againcome in futureHere( 1= Yes , 0 =

No ) 0.275* -0.233 -0.248

Seeing the table generated by SPSS software it is observed the value is highly significant

.Analyzing the details it is observed that these questions are negatively correlated with each other

as per table .When most of the respondents were asked that you will again come in future then

customers response shows negative correlation of the same to give reference of banks to others.

It is observed that Respondent due to convince of reach will again come to bank but is negative

correlated to refer the same to others.

C Do you think this bank is better than other bank

PublicBanks Private Banks

Correlation(Refer TableCorrelationPublicBanks)

Correlation(Refer TableCorrelationPublic Banks )

Correlation (Refer TableCorrelation Total )

N=62 N=65 N=127

Are yousatisfied withproblem solvingattitude to bank

( 1= Yes , 0 = No) -0.098 -0.0281 -0.192

Seeing the Total Correlation Table generated by SPSS Software the value is Significant.

Analyzing the details it is observed that these questions are negatively correlated with each other

but of significance. Respondent response shows that against the problem solving attitude they

123


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still feel that problems can be handled in much better and efficient way They feel many other

banks solve the problem in better way.

124

analys intrprt

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