Acceso usuarios
Ajay Kumar Behera, Narayan C. Nayak, Harish C. Das
The aim of this paper is to provide an analysis on the relationship between InformationTechnology (IT) usage, CRM and performance of bank (state bank group) in Bhubaneswar,Odisha, India. Most of the banks in INDIA are geared for comprehensive banking solutionswith extensive branch networks. Empirical data collection was done in the year 2012 andanalyzed with the theoretical data. A sample of 18 branches was selected using the nonprobabilitysampling technique. Perceptions of branch managers, staff members andcustomers were collected using a survey method. All 18 branches selected are of anequivalent grade according to the grading set by the bank. Three different types ofquestionnaires were designed for branch managers, branch staff and customers. Bothstructured and semi structured questions were included in the questionnaires with 7 pointlikert scale. Using bivariate correlation and linear regression, data analysis was done. Thelinear relationship between variables was measured by using Pearson’s correlation coefficient.The analysis suggested that IT usage has a positive linear relationship with financialperformance and quality performance of bank branches. Bank performance was found to havea correlation with factors such as staff attitude towards IT usage, IT literacy level of bankstaff and scope and complexity of the IT applications.
