RESEARCH OBJECTIVE AND HYPOTHESIS

This research focuses on gaining a better under­standing on how and in what respect the CRM systems are effective in enhancing the effective­ness of the banking business in the Indian context.

Research Objective 1

To analyse the expanded scope of integrating Customer Relationship Management system for cross selling in banks.

Hypothesis 1

H₀: Customer Relationship Management system has no effect on cross selling of banking products.

H₁: Customer Relationship Management sys­tem has effect on cross selling of banking products.

Research Objective 2

To identify and understand need for augment­ing the income by means of non-interest income through the concept and methodology of cross selling of the products by the bankers.

This objective has been derived in the light of the gaps obtained through the review of literature.

Hypothesis 2

H₀: Cross Selling does not have impact on non - interest income of banks.

H₁: Cross Selling does have impact on non - in­terest income of banks.

Research Objective 3

To predict the impact of CRM system on enhanc­ing the efficiency of different groups of banks viz. public, private and foreign banks.

To study the trend of efficiency parameter in terms of profit per employee and business per employee of the last few years.

Hypothesis 3

H₀: Customer Relationship Management system does not impact in enhancing efficiency in banking business.

H₁: Customer Relationship Management system does impact in enhancing efficiency in banking business.