ONE SAMPLE T-TEST One sample T test was conducted to ascertain if there exists any difference in perception between

the banks set of respondents and one selected expert who is a senior employee of a nationalized Indian PSU bank. Nine hypotheses were tested to find out the similarity and difference in perception between banks set of respondents and the expert. The analysis of the same is as mentioned below:

Hypothesis No 1 H0: There is no difference in the perception of set of respondents and the expert that banks top management accepts and provides leadership for building and maintaining CRM as a major goal of the bank. H1: There is a difference in the perception of set of respondents and the expert that banks top management accepts and provides leadership for building and maintaining CRM as a major goal of the bank. value = 0.05 Sample Mean N OUR TOP MANAGEMENT ACCEPTS AND PROVIDES LEADERSHIP FOR BUILDING AND MAINTAINING CRM AS A MAJOR GOAL OF THE BANK 75 Mean 4.52

Expert opinion Test Value 4 Mean Difference .520

OUR TOP MANAGEMENT ACCEPTS AND PROVIDES LEADERSHIP FOR BUILDING AND MAINTAINING CRM AS A MAJOR GOAL OF THE BANK

Inference: On analysis of data it is seen that there is a significant difference in the perception of the set of respondents and the expert. It means that the null hypothesis is rejected and alternate hypothesis is accepted. On acceptance of alternate hypothesis it is observed that there is a difference in the perception of set of respondents and the expert that banks top management accepts and provides leadership for building and maintaining CRM as a major goal of the bank. The difference in perception may be due to the expert working in close proximity of the top management and having a holistic view/perspective of CRM building strategies and maintaining it as a major goal of the banks by top management. Hypothesis No 2. H0: There is no significant difference in perception of the branch managers and the expert that CRM responsibilities, accountabilities and performance standards of client facing staff is clearly defined and understood. H1: There is significant difference in perception of the branch managers and the expert that CRM responsibilities, accountabilities and performance standards of client facing staff is clearly defined and understood. Sample Mean No of Respondents CRM RESPONSIBILITIES OF FRONT 75 LINE EMPLOYEES IS CLEARLY DEFINED, DESIGNED AND UNDERSTOOD Mean 4.32

Expert Opinion Test Value 4 Mean Difference .320

CRM RESPONSIBILITIES OF FRONT LINE EMPLOYEES IS CLEARLY DEFINED, DESIGNED AND UNDERSTOOD

Inference:

On analysis of data it is seen that there is a significant difference in the

perception of the set of respondents and the expert. It means that the null hypothesis is rejected and alternate hypothesis is accepted. On acceptance of alternate hypothesis it is observed that there is a difference in the perception of the set of respondents and the expert that CRM responsibilities of frontline staff is clearly defined, designed and understood. The difference in perception may be due to the experts observation that, though the responsibilities of frontline staff is clearly defined and understood but at times it may not be implemented in letter and spirit and may have gaps in defining and executing the CRM responsibilities by frontline employees.

Hypothesis No 3 H0: There is no significant difference in perception of set of respondents and the expert that the organizational structure and core values of my bank are designed to support CRM initiatives. H1: There is significant difference in perception of the set of respondents and the expert that the organizational structure and core values of my bank are designed to support CRM initiatives.

Sample Mean THE ORGANISATIONAL STRUCTURE AND CORE VALUES OF MY BANK ARE DESIGNED TO SUPPORT CRM INITIATIVES No of Respondents 75 Mean 4.16

Expert Opinion Test Value 5 Mean Difference -.840

THE ORGANISATIONAL STRUCTURE AND CORE VALUES OF MY BANK ARE DESIGNED TO SUPPORT CRM INITIATIVES

Inference: On analysis of data it is seen that there is a significant difference in the perception of the set of respondents and the expert. It means that the null hypothesis is rejected and alternate hypothesis is accepted. This difference in perception could be because the expert has more experience and is able to give his view keeping into consideration the overall alignment of core values and a robust structure commensurate to support the CRM strategy.

Hypothesis No 4 H0: There is no significant difference in perception of the set of respondents and the expert that they do cross selling of products/ services to increase customer value. H1: There is significant difference in perception of the set of respondents and the expert that they do cross selling of products/ services to increase customer value

Sample Mean N No of Respondents 75 Mean 4.05

WE DO CROSS SELLING OF PRODUCTS/ SERVICES TO INCREASE CUSTOMER VALUE

Expert Opinion Test Value 4 Mean Difference 0.05

WE DO CROSS SELLING OF PRODUCTS/ SERVICES TO INCREASE CUSTOMER VALUE

Inference: On analysis of data it is seen that there is no significant difference in the perception of the set of respondents and the expert. It means that the null hypothesis is accepted and alternate hypothesis is rejected. This similarity in perception may be due to both, the expert and the set of respondents are of the perception that the banks are taking strong measures to do cross selling of products/ services to increase customer value.

Hypothesis No 5 H0: There is no significant difference in perception of the set of respondents and the expert that they take customer feedback seriously and reply to them. H1: There is significant difference in perception of the set of respondents and the expert that they take customer feedback seriously and reply to them. Sample Mean WE TAKE CUSTOMER FEEDBACK SERIOUSLY AND REPLY TO THEM No of Respondents 75 Mean 3.91

Expert Opinion Test Value 5 Mean Difference -1.093

WE TAKE CUSTOMER FEEDBACK SERIOUSLY AND REPLY TO THEM

Inference: On analysis of data it is seen that there is a significant difference in the perception of the set of respondents and the expert. It means that the null hypothesis is rejected and alternate hypothesis is accepted. The difference in perception may be because of expert having more knowledge and awareness of overall feedback mechanism the banks adopt than the set of respondents.

Hypothesis No 6 H0: There is no significant difference in perception of the set of respondents and the expert that they have effective customer recovery strategies including guarantees for service failure. H1: There is significant difference in perception of the set of respondents and the expert that they have effective customer recovery strategies including guarantees for service failure. Sample Mean CHECK WE HAVE EFFECTIVE CUSTOMER RECOVERY STRATEGIES INCLUDING GUARANTEES FOR SERVICE FAILURE No of Respondents 75

Mean 3.71

Expert Opinion Test Value 5 Mean Difference -1.293

WE HAVE EFFECTIVE CUSTOMER RECOVERY STRATEGIES INCLUDING GUARANTEES FOR SERVICE FAILURE

Inference: On analysis of data it is seen that there is a significant difference in the perception of the set of respondents and the expert. It means that the null hypothesis is rejected and alternate hypothesis is accepted. The difference in perception may be because of expert having more knowledge and awareness of overall customer recovery strategies including guarantees for service failure the banks adopt than the set of respondents

Hypothesis- 7 H0: There is no significant difference in perception of the set of respondents branch managers and the expert that they use customer feedback to design or improve our products/services. H1: There is significant difference in perception of the set of respondents and the expert that they use customer feedback to design or improve our products/services.

WE USE CUSTOMER FEEDBACK TO DESIGN OR IMPROVE OUR PRODUCTS/SERVICES

Test Value 4

Mean Difference -.093

Sample Mean No of Respondents 75 Mean 3.91

WE USE CUSTOMER FEEDBACK TO DESIGN OR IMPROVE OUR PRODUCTS/SERVICES

Inference: On analysis of data it is seen that there is a significant difference in the perception of the set of respondents and the expert. It means that the null hypothesis is rejected and alternate hypothesis is accepted. The difference in perception may be because of expert having more knowledge and awareness about how banks use customer feedback to enhance the design or improve their products and services.

HypothesisNo- 8 H0: There is no significant difference in perception of the set of respondents and the expert their bank has a process to obtain and validate customer permission to interact with them through various channels. H1: There is significant difference in perception of the set of respondents and the expert that their bank has a process to obtain and validate customer permission to interact with them through various channels.

Sample Mean OUR BANK HAS A PROCESS TO OBTAIN AND VALIDATE CUSTOMER PERMISSION TO INTERACT WITH THEM THROUGH VARIOUS CHANNELS No of Respondents 75 Mean 3.80

Expert Opinion Test Value 4 Mean Difference -.200

OUR BANK HAS A PROCESS TO OBTAIN AND VALIDATE CUSTOMER PERMISSION TO INTERACT WITH THEM THROUGH VARIOUS CHANNELS

Inference: On analysis of data it is seen that there is a significant difference in the perception of the set of respondents and the expert. It means that the null hypothesis is rejected and alternate hypothesis is accepted. The difference in perception may be because of expert having more knowledge and awareness about banks having a suitable process to obtain and validate customer permission to interact with them through various channels.

Hypothesis - 9 H0: There is no significant difference in perception of the set of respondents and the expert that their bank follows reward system to reward loyal customers. H1: There is significant difference in perception of the branch managers and the expert that that their bank follows reward system to reward loyal customers

Sample Mean

No of Respondents OUR BANK FOLLOWS REWARD SYSTEM TO REWARD LOYAL CUSTOMERS 75

Mean 4.05

Expert Opinion

OUR BANK FOLLOWS REWARD SYSTEM TO REWARD LOYAL CUSTOMERS

Test Value 4

Mean Difference 0.05

Inference: On analysis of data it is seen that there is no significant difference in the perception of the set of respondents and the expert. It means that the null hypothesis is accepted and alternate hypothesis is rejected. This similarity in perception may be due to both, the expert and the set of respondents are of the perception that the banks are following reward system to reward loyal customers.