Jacob Joju|Vasantha|Sony Joseph
E-Leveraging e-CRM for Future
backgroundobjectives majority banks providing ecrm services part gaining momentum enhance competitive edge csr play lot leveraging ecrm use among customers future ict adoption makes new mantra retention loyalty private banks study investigated different dimensions contribute make ecrm service quality csr play leveraging ict based banking future methodsstatistical analysis primary data collected customers selected private banks kerala servequal dimensions tangibility assurance reliability responsiveness empathy selected banks measured using delivery gap score findings dimension servequal delivery gap model result indicates negative score reflecting customers banks studied dissatisfied highest gap service delivery found reliability responsiveness assurance banking services ct adoption plays major role state 100 literacy achieved computer literacy rate studied csr plays major role computer literacy ebanking thus leveraging ecrm applicationimprovement private banks kerala 100 literacy rate huge number nri population present banks make efforts update compete international players adoption ict e crm technologies increase customer base retention profit banks concentrate minimizing delivery gaps utilize csr giving computer literacy ebanking lessons leverage ecrm usage futurekeywords csr competitiveness crm customer service ecrm ict