E-CRM: A new dimension effecting indian banking industry

There is a role of E-CRM in enhancing service quality and customer satisfaction at different stage of transaction cycle. The present paper examined the impact of E-CRM on customer satisfaction at stage of post transaction. The paper also studies that there is a relationship between customer satisfaction & web service quality. The research is based on primary data. The structured questionnaire is formulated. Convenient sampling has been used. The study has been carried out in Delhi & Delhi NCR. Correlation & CFA are used to measure consumer’s attitude & behavior. The paper highlights the critical dimensions of service quality. The study also indicates that there is a positive relationship between customer satisfaction & service quality being offered.