Moderating role of education level on the service quality perceived by consumers related to E-crm practices in private and public sector banks

The banking industry is purely a consumer-oriented service industry where the main focus is on the customer and customer service. Both public and private sector banks have transformed themselves into profit-oriented business organizations. Banks have latest technological tools like Internet and mobiles to carry out transactions and communicate with their consumers. This paper aims to investigate the role of different Education level group of consumers on service quality perceived related to E-CRM practices in private and public sector banks of Rajasthan. The structured questionnaires were distributed to 600 respondents, where 463 responses came out. After collection of data, ANOVA test has been used to know the difference among the different Education level groups in service quality perceived towards E-CRM practices. The current analysis stated that no major difference found between the level of education and consumer perception related to the E-CRM practices quality offered by both public and private sector banks.