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An Evaluation of the Effectiveness of Customer Relationship Management Strategies in Enhancing Customer Satisfaction, Evidence From Commercial Banks in Zimbabwe

Year: 2025

Type: article

Abstract: The study investigated the effectiveness of Customer Relationship Management (CRM) strategies on customer satisfaction within the Zimbabwean banking sector. By employing a descriptive survey design, the primary data was collected from 180 customers and 30 bankers across commercial banks in Zimbabwe. Questionnaires were the primary data collection instrument. The findings of the study revealed that CRM strategies that encompass personalization, customization, social media engagement, and customer feedback mechanisms were very effetictive in enhancing influenced customer satisfaction.

Source: Zenodo (CERN European Organization for Nuclear Research)

DOI: 10.5281/zenodo.14799604

Authors: Simon Muwando, PhD, Divine Onward Mufumira

Institutions: National University of Science and Technology, National University of Sciences and Technology

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: green

OpenAlex ID: W6949557639

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