Study the level of customer satisfaction with customer relationship management of public sector banks and private sector banks

The banking industry of India is now running in dynamic challenges concerning both customer base and performance. Today many banks are rushing to become more customer focused. In 21^st century one of the approaches which are creating the buzz in the banking sector is CRM. Banks are realizing that the magical formula for attaining success in such a competitive environment is to focus on maintaining relationship with customers leading to customer's loyalty and retention. As such the main objective behind this study is to analyze the level of satisfaction of customers with private and public sector banks after implementing customer relationship management in banks. The present study revealed that the public banks are ahead of the private banks in attracting customers because of good personal relationship with customers. The overall satisfaction of customers is almost similar for public and private banks but the young generation of Kanpur city is more satisfied with private banks compare than public sector banks.