Employees Outlook Regarding Quality and CRM Link for Enriched Competitive Strategy

Neeta Baporikar
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Neeta Baporikar: Namibia University of Science and Technology, Namibia & University of Pune, India

International Journal of Sustainable Economies Management (IJSEM), 2020, vol. 9, issue 2, 27-47

Abstract: The business environment is dynamic and faces frequent changes driven by macro and micro factors. Due to these changes, businesses are forced to either evolve or exit. Those that evolve choose the path of advancement and are determined to sustain their competitive positions. The financial services sector is one sector that is particularly undergoing changes and banks particularly in this sector face changes from all front. All segments in which banks operate from payment transfers to home loans are under serious pressures due to FinTechs and technology. The banking sector in Namibia is no exception. Hence, adopting a qualitative research approach with content analysis, primary data gathered by questionnaires from Standard Bank employees, the study aims to investigate employees' outlook regarding quality and CRM nexus for enriched competitive strategy in an ever-changing and competitive environment. The findings reveal that quality and customer relationship management processes do influence customers' experiences, satisfaction levels, and loyalty.

Date: 2020
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