AN EVALUATION OF THE EFFECTIVENESS OF CUSTOMER RELATIONSHIP MANAGEMENT STRATEGIES IN ENHANCING CUSTOMER SATISFACTION, EVIDENCE FROM COMMERCIAL BANKS IN ZIMBABWE

Simple item page
dc.contributor.authorMuwando, S.
dc.date.accessioned2026-06-23T13:58:28Z
dc.date.issued2025
dc.description.abstractThe study investigated the effectiveness of Customer Relationship Management (CRM) strategies on customer satisfaction within the Zimbabwean banking sector. By employing a descriptive survey design, the primary data was collected from 180 customers and 30 bankers across commercial banks in Zimbabwe. Questionnaires were the primary data collection instrument. The findings of the study revealed that CRM strategies that encompass personalization, customization, social media engagement, and customer feedback mechanisms were very effetictive in enhancing influenced customer satisfaction.
dc.identifier.citationMuwando, S., AN EVALUATION OF THE EFFECTIVENESS OF CUSTOMER RELATIONSHIP MANAGEMENT STRATEGIES IN ENHANCING CUSTOMER SATISFACTION, EVIDENCE FROM COMMERCIAL BANKS IN ZIMBABWE. ISIR Journal of Business and Management Studies (ISIRJBMS)
dc.identifier.issn3048-7684
dc.identifier.urihttp://ir.nust.ac.zw:4000/handle/123456789/1073
dc.language.isoen
dc.publisherISIR Journal of Business and Management Studies (ISIRJBMS)
dc.subjectCustomer Relationship Management (CRM)
dc.subjectCustomer Satisfaction
dc.subjectCommercial Banks
dc.subjectBanking industry
dc.titleAN EVALUATION OF THE EFFECTIVENESS OF CUSTOMER RELATIONSHIP MANAGEMENT STRATEGIES IN ENHANCING CUSTOMER SATISFACTION, EVIDENCE FROM COMMERCIAL BANKS IN ZIMBABWE
dc.typeArticle

Files

Original bundle

Now showing 1 - 1 of 1
Thumbnail Image
Name:
ISIRJBMS102025-Gelary-script.pdf
Size:
1.01 MB
Format:
Adobe Portable Document Format
Download

License bundle

Now showing 1 - 1 of 1
Thumbnail Image
Name:
license.txt
Size:
1.71 KB
Format:
Item-specific license agreed to upon submission
Description:
Download

Collections

Banking Publications