Research Paper presentation

Customer attitude towards mobile messaging technology in promoting CRM

1. NAME – I. Lokesh ROLL NO – G17 GROUP NO – 2 PRESENTATION ON – RESEARCH PAPER Customers Attitude Toward Mobile Messaging Technology In Promoting CRM Ashok Khurana and Vikas chaudhary

2. content Introduction Objectives Hypothesis Research methodology Result and discussion conclusion

3. OBJECTIVEES To analyze the attitude of respondent toward promotional mobile messages. To analyze the respondent opinion on mobile messaging as a tool for promoting CRM. To analyze and identify the preferable sector in which the respondents would like to avail interactive mobile messaging. To study usage pattern of mobile messaging.

4. hypothesis Hypothesis 1 H : there is no association between mobile messaging and customer relationship management. H 1 : There is association between mobile messaging and customer relationship management.

5. Hypothesis 2 H : the respondent opinion regarding preferred services for receiving mobile messages are uniformly distributed. H 1 : the respondent opinion regarding preferred services for receiving mobile messages are not uniformly distributed.

6. Research methodology Sample size - 100 respondents. Sample profile- 1- Gender 2- residential status 3- Age 4- education level 5- occupation 6- income Collection of data- questionnaire method

7. DISSCUSION AND RESULT Promotional message/SMS received by respondent Message received percentage Yes 96 No 4 total 100 Respondent attitude toward unsolicited messages attitude percentage Ignore 79 Complain to customer care to block SMS 21 total 100

8. Respondents opinion on sending messages with prior permission Response percentage Yes 94 No 6 total 100

9. Respondent opinion regarding preference of selected services/sectors for receiving mobile messaging services services percentage Chi-square P-value banking 96 81.00 0.000* insurance 92 73.96 0.000* telecom 61 6.76 0.009* Travel and lodging 52 0.16 0.689 healthcare 32 0.64 0.424 Media and entertainment 26 5.76 0.076 financial 72 27.04 0.000* Retail store 70 26.98 0.000*

10. Result of chi-square test on association between statements on mobile messaging and CRM statements Chi-square value P-value Customers are valuable 21.980 0.000* Enhances customer experience 71.120 0.000* Helps brand promotion 44.240 0.000* Retain existing customers 52.400 0.000* Develops customer intimacy 157.300 0.000* Foster product adoption 53.840 0.000* Promotes customer satisfaction 54.560 0.000* Promotes customers loyalty 52.400 0.000* Attracts new customers 86.300 0.000*

11. conclusion It shows that mobile messaging technology enhance customer experience, helps brand promotion, attract new customers, promote customer satisfaction, as well as customer loyalty and builds better CRM.