eCRM-Service Quality

In the fast changing economic environment the success of banking depends upon technology, people and customer. eCRM which is the latest buzz word in the corporate sector, is perceived as one of the effective tool in the direction by the banks. eCRM emerges from the internet and web technology to facilitate the implementation of CRM. This study compares the level of eCRM service quality offered by different banks in Haryana state. Data were collected from the bank customers using survey method. Four banks, two from public sector namely State bank of India and Punjab national bank and two from private sector namely HDFC and ICICI were taken. Using gap analysis the results clearly indicated that account holders expectations regarding eCRM services in the selected banks were met by the selected banks of Haryana.