A Study of e-CRM Services of Commercial Banks in Madurai


C Prabhu

Assistant Professor in Business Administration, Mannar Thirumalai Naicker College, Madurai, Tamil Nadu, India

A Kumar

Assistant Professor of Commerce, Mannar Thirumalai Naicker College, Madurai, Tamil Nadu, India

P Selva Moorthy

Assistant Professor of Commerce, Mannar Thirumalai Naicker College, Madurai, Tamil Nadu, India

Peer Review Report

Received Date

07.01.2018

Accepted Date

08.01.2019

Published Date

31.01.2019

Plagiarism

Accepted Level

Reviewer’s Comments to Authors

The current analytical study has been done to highlight the e-CRM services of commercial banks in Madurai. This study based on both primary (questionnaire) and secondary sources of data collections. Primary data has been gathered from125 respondents under Judgment Sampling Technique.

Major Comments

  1. In the statement of the problem there is no proper justification has given why the researcher has chosen this particular area of the study.
  2. There is no information on the review of related literatures and references. If this study is first hand study the researcher should produce valid proof or can include the reference details on the study.
  3. In suggestions of the study there is a statement ‘The bankers can extend the deposit and withdrawal limit as per the convenience of their customers’ which is not relevant to the study. Researcher needs to omit or give proper reason why the point has been given as suggestions for the study.
  4. The suggestions given in the study does not exactly match with the need of the topic and it is not given out of the findings from the study.
  5. The sample design is not fulfilling its purpose. There are lot of information is missed like sampling technique, methodology etc.
  6. In analysis there is an option for educational qualification ‘Illiterate’. But when the study is on ECRM the probability of using e-services of the bank is nil. So the researcher has to give justification for adding the option ‘Illiterate’ or it can merge with ‘Primary Level’ option.
  7. There is no information on the review of related literatures and references. If this study is first hand study the researcher should produce valid proof or can include the reference details on the study.
  8. Conclusion of the study is incomplete. It has not derived out of the findings of the study. The author should give complete conclusion for the study on the basis of its findings.

Minor Comments

  1. When the title of the study says ‘study on ECRM services’ the objective has framed as ‘ECRM solution’. Researcher have to give clear synchronize between the title and the objectives of the study.
  2. The findings and results of the chi-square test not shown in the findings of the study. The author can incorporate that information in findings of the research study.
  3. Suggestions are randomly given to the Bankers and Customers. Researcher can separate the details into parts like suggestions to the Bankers and suggestions to the Customers.
  4. The author should give the research gap and raise options available for future research.

Associate Editor’s Critique

The study has several strengths which highlights important parts need for the study. There are incomplete information from the first part of the study as mentioned in the major and minor comments. Very important part of the study like objectives, suggestions should be given the complete view to the readers.

Constructiveness of Comments

The review committee has given the constructive comments to the author /researcher.

Level of Detail of the Review

The review is fairly detailed, but the reviewer missed data inconsistence in the required field. There are some corrections to be taken place before the final review.

Substantiation of Comments

The reviewer made comments on the paper with references.

Was the Review Biased?

The study was reviewed under ‘nil’ biased basis.

Recommendation from the Reviewer

I recommend that, this paper be accepted after the above mentioned minor revisions.