Discriminant function analysis of Private sector & Public sector banks with reference to Customer Satisfaction on service quality and CRM.

This article aims to discover the discriminant function analysis in private sector and private sector banks with reference to service quality and customer relationship management in selected commercial banks in Srikakulam district, so it allows finding issues that need to be addressed in the following primary research. That is why this article examines the development of CRM definitions, from their very beginning in the 90’s of the 20th century to the present. On this development, the authors describe the change in the approach to CRM. Furthermore, the article describes the customer satisfaction on service quality and CRM practices, i.e. analytical, operational and collaborative CRM, and provides an example of their practical operation. Authors also mention advantages and disadvantages that are coupled with CRM. The last part of this article is devoted to CRM practices and attitude of the customers towards factors contributing service quality. In conclusion the authors summarize the key points arising from the theory, which should be included in a questionnaire.