FRAMING HYPOTHESIZED MODEL FOR CRM PRACTICES IN BANKS: APPLICATION OF CONFIRMATORY FACTOR ANALYSIS

Abstract
This study has been conducted to frame the hypothesized model of CRM practices in banks. The scale construction consists of 25 statements, under five dimensions such as, Customer Acquisition, Customer Response, Customer Knowledge, Customer Information System and Customer Value Evaluation. In total 175 respondents were selected for this study on the basis of judgment sampling technique. To perceive the high content validity the researcher translates the interview schedule into local language in a printed manner. The factor analysis has been applied to reduce the data. But the factors in each dimension with the cut off score 0.5; the researcher considers all the factors to construct the model and checked it through Confirmatory factor analysis. The input data for CFA is through the output yield by the pattern matrix method of factor analysis in SPSS.

Authors
S. Sheik Abdullah, R. Manohar, M. Manikandan
Ayya Nadar Janaki Ammal College, India

Keywords
CRM practices, Judgment sampling, Confirmatory Factor Analysis, Customer Opinion, RMSEA
Published By :
ICTACT
Published In :
ICTACT Journal on Management Studies
( Volume: 2 , Issue: 1 )
Date of Publication :
February 2016

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