By Vadlamani Ravi

ISBN-10: 159904675X

ISBN-13: 9781599046754

ISBN-10: 1599046776

ISBN-13: 9781599046778

Banking the world over has passed through vast adjustments because of the profound effect of advancements and traits in details verbal exchange applied sciences, company intelligence, and probability administration options. whereas banking has develop into more straightforward and simpler for the shopper, the advances and intricacies of rising applied sciences have made banking operations all of the extra bulky. Advances in Banking expertise and administration: affects of ICT and CRM examines a few of the myriads of technical and organizational parts that effect prone administration, enterprise administration, chance administration, and shopper courting administration, and gives examine to assist the profitable implementation of linked supportive applied sciences.

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According to reports from the Brazilian finance newspaper Gazeta Mercantil (1999), research developed by the Eurogroup with 17 Brazilian banks in 1998 showed that retail banks were accustomed to losing 18% of their customers per year, two-thirds due to service problems. Moreover, employing people to sell products and services seems to be much more efficient than the deployment of any technology. All this deals with the relation between the bank and its customers. On the other hand, the second dimension in importancebusiness and financial transactionsneeds a really careful analysis by the executives of the surveyed bank, given that it was the poorest factor in performance.

B. (1995). Service quality: A measure of information systems effectiveness. MIS Quarterly, 19(2), 173-187. , & Crosby, L. (1993). Customer satisfaction measurement. Chicago: American Marketing Association. B. (1997). Measuring information systems service quality: Concerns for a complete canvas. MIS Quarterly, 21(2), 209-221. B. (1996). Qualidade da prestação de serviços bancários na visão de clientes especiais pessoas físicas [Banking service quality from the perspective of the individual customer].

Pragmatic perspectives on the measurement of information system service quality. MIS Quarterly, 21(2), 223-240. C. (2005). Zone of tolerance: Alternative scales for measuring infor- Service Quality in Banks: What are the Factors Behind Performance and Customer Satisfaction? mation systems service quality. MIS Quarterly, 29(4), 607-623. , & Armstrong, G. (2001). Principles of marketing. Englewood Cliffs, NJ: Prentice Hall. H. (1996). Services marketing. Englewood Cliffs, NJ: Prentice Hall. , Churchill, G.

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Advances in Banking Technology and Management: Impacts of ICT and CRM (Premier Reference Source) by Vadlamani Ravi

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