Customer Experience Management (Cem) in Selected Private Banks in Chennai City
Jaya Krishna V1, T R. Kalai Lakshmi2
1Jaya Krishna V, Research Scholar, Department of Management Studies, Sathyabama Institute of Science and Technology, Chennai (Tamil Nadu), India.
2Dr. T R. Kalai Lakshmi, Research Guide, Department of Management Studies, Sathyabama Institute of Science and Technology, Chennai (Tamil Nadu), India.
Manuscript received on 16 November 2019 | Revised Manuscript received on 04 December 2019 | Manuscript Published on 10 December 2019 | PP: 168-172 | Volume-8 Issue-3S2 October 2019 | Retrieval Number: C10291083S219/2019©BEIESP | DOI: 10.35940/ijrte.C1029.1083S219
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© The Authors. Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open access article under the CC-BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Abstract: The Customer Experience Management (CEM) becomes essential component in any kind of business. The customers of private bank interact with the banks through various touch points such as branches, ATMs, E-corner, Internet banking, etc. The main objective of the study is to explore the customer experience management in selected private banks in Chennai city. The researcher gathered the primary data through structured interview schedule from the first three private banks (i.e. HDFC, ICICI, and Axis bank). The sample size of the research is 150. The findings of the study explored that “Mechanic Clues” is the most important factor that improves the Customer Experience Management in the selected private banks followed by Functional Clues and Humanic clues.
Keywords: Functional Clues, Mechanic Clues, Humanic Clues, Customer Experience Management, Private Banks.
Scope of the Article: e-governance, e-Commerce, e-business, e-Learning