The Relationship between Service Quality, Customer Relationship Management Staff BSI

The aim of this study was to investigate the relationship between customer relation management and quality of service in senior management and customers of Saderat Bank in Guilan Province. The study method is correlational. The population of study was all senior managers and clients of Saderat bank branches in Guilan Province and of that number, 120 were selected through random cluster sampling. Questionnaires of customer relationship management and quality of banking services were used to collect data. The data were analyzed by Pearson correlation and multivariate regression analysis using simultaneously method and SPSS software. The results showed: 1-      There is a significant positive relationship between customer relationship management and quality of banking services. 2-      There is a significant positive relationship between focus on customer and quality of services in Saderat bank. 3-      There is a significant positive relationship between organized according to customer and quality of services in Saderat bank. 4-      There is a significant positive relationship between knowledge management and quality of services in Saderat bank. 5-      There is a significant positive relationship between technology with customer and quality of services in Saderat bank.