Customer relationship management and internal service quality with reference to retail banking

The prime objective of the research work is to Study the Internal Service quality with respective to retail bank and to analyze the influence of service quality to customer behaviour with respective to retail banks. The results of the research study reveal that there appears to be lack of awareness with the bank employees as well as adoption of Crafting Complaint Resolution Mechanism available in the market. It is suggested that the successful implementation of internal service quality can be achieved only if the bank can create the right environment, culture and attitude of the employee aiming to serve the customers in the best possible manner.