Cutomer satisfaction towards e-CRM in banking sector – with special reference to Central bank, Coimbatore

In the emerging competitive, innovative and technological driven banking era, banks have to strive hard for retaining and enlarging their customer base. Electronic customer relationship management (E-CRM) is the combination of traditional CRM with the e-business applications in marketplace. The concept of CRM when visualized in the context of e-business, it translates to e-CRM, which is the latest buzzword in the corporate sector now a days. The organizations are using latest e-CRM tools and techniques for customer segmentation and profitability, marketing and customer relationship management. The purpose of this research study is to give a better understanding of customers satisfaction towards e CRM in banking sector. Findings reveals that out of product feature and convenience the factors like Services quality, personalization, Safety and Transaction security, content in web page, operation in 24 hours, have positive effects on customer satisfaction.