TY  - JOUR
T1  - CRM Index Development and Validation in Indian Telecom Sector
AU - Agariya, Arun Kumar AU - Singh, Deepali 
JO  - International Business Management
VL  - 6
IS  - 4
SP  - 487
EP  - 501
PY  - 2012
DA  - 2001/08/19
SN  - 1993-5250
DO  - ibm.2012.487.501
UR  - https://makhillpublications.co/view-article.php?doi=ibm.2012.487.501
KW  - CRM scale
KW  -CRM index
KW  -Indian telecom sector
KW  -exploratory factor analysis
KW  -confirmatory factor analysis
KW  -structural equation modelling
AB  - The aim of this study is to develop a reliable and valid CRM (Customer Relationship Management) index specifically catering to Indian telecom sector. An exhaustive review of literature on CRM was followed by depth interview and questionnaire survey. The exploratory factor analysis, confirmatory factor analysis and structural equation modelling followed by case based method are used for development of CRM index along with the customer and service provider weights. The structural model shows CRM in Indian telecom sector as a multidimensional construct comprising of factors namely competitiveness and reliability, support features, relationship quality, transmission quality, technological edge and reputation. Based on these factors, the researchers have proposed the CRM index. The proposed index will help in identifying issues that contribute to CRM in Indian telecom sector and thereby formulating strategies accordingly, resulting in efficient (in terms of cost) and effective (outcomes) CRM practices. A fair amount of literature on Indian telecom sector dealt with identifying factors explaining the constructs of quality, value or satisfaction. But there is paucity of research pertaining to industry specific CRM index development and validation. This study is an attempt to bridge this gap in the existing literature.
ER  -