Authors :
Iftikharullah Ghani
Volume/Issue :
Volume 7 - 2022, Issue 8 - August
Google Scholar :
https://bit.ly/3IIfn9N
Scribd :
https://bit.ly/3R8HrHG
DOI :
https://doi.org/10.5281/zenodo.7098440
Abstract :
Investigating the factors affecting customer
relationship management in an international bank in
Afghanistan is the purpose of this study (AIB). However,
the study found that there is a strong correlation between
CRM and banks. The nomothetic approach was adopted,
and 100 copies of a structured questionnaire were
distributed to bank customers in Kabul, Afghanistan, as
our main data gathering tool. Additionally, it was
discovered that customer identification and retention
have a greater impact on business performance than
other CRM aspects. The study's conclusion is that banks
should improve their tactics for identifying and keeping
customers because these efforts have a direct impact on
their level of performance. The study did suggest that the
Afghan banking sector's capacity to better understand,
attract, hold onto, and develop its clientele is the key to
efficient performance.
Keywords :
Tangible Aspects, Reliability, Responsiveness, capacity of assurance, empathy.
Investigating the factors affecting customer
relationship management in an international bank in
Afghanistan is the purpose of this study (AIB). However,
the study found that there is a strong correlation between
CRM and banks. The nomothetic approach was adopted,
and 100 copies of a structured questionnaire were
distributed to bank customers in Kabul, Afghanistan, as
our main data gathering tool. Additionally, it was
discovered that customer identification and retention
have a greater impact on business performance than
other CRM aspects. The study's conclusion is that banks
should improve their tactics for identifying and keeping
customers because these efforts have a direct impact on
their level of performance. The study did suggest that the
Afghan banking sector's capacity to better understand,
attract, hold onto, and develop its clientele is the key to
efficient performance.
Keywords :
Tangible Aspects, Reliability, Responsiveness, capacity of assurance, empathy.
