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International Journal of Creative and Open Research in Engineering and Management

A Peer-Reviewed, Open-Access International Journal Supporting Multidisciplinary Research, Digital Publishing Standards, DOI Registration, and Academic Indexing.
Journal Information
ISSN: 3108-1754 (Online)
Crossref DOI: Available
ISO Certification: 9001:2015
Publication Fee: 599/- INR
Compliance: UGC Journal Norms
License: CC BY 4.0
Peer Review: Double Blind
Volume 02, Issue 04

Published on: April 2026

RETAIL BANKING OFFERS AND CUSTOMER RELATIONSHIP & SERVICE

Raza Mehdi

Dr. Abhay

DOI:https://doi.org/10.55041/ijcope.v2i4.558

Article Status

Plagiarism Passed Peer Reviewed Open Access

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Abstract

Retail banking occupies a central place in the financial ecosystem, serving millions of individuals and small businesses with a wide array of products and services including savings accounts, personal loans, credit cards, mortgages, and digital banking platforms. This report investigates the multifaceted relationship between retail banking product offerings and customer relationship management (CRM), examining how banks design, deliver, and continuously improve their services to attract and retain customers in an increasingly competitive marketplace. The study analyses the role of personalized banking offers, digital innovation, and data-driven insights in reshaping customer expectations and banking behaviour. It further explores how effective CRM strategies, omnichannel service delivery, loyalty programmes, and customer satisfaction mechanisms contribute to sustainable business growth. Through case analysis and review of current banking practices, this report highlights the challenges banks face—including regulatory compliance, customer data privacy, digital disruption, and rising service expectations—and offers actionable recommendations for enhancing the retail banking customer experience.

Keywords: Retail banking, customer relationship management, CRM, banking services, digital banking, personalized offers, customer satisfaction, loyalty programmes, omnichannel banking, financial products, customer retention, service quality, NPA, banking innovation, regulatory compliance.

How to Cite this Paper

Mehdi, R. (2026). Retail Banking Offers and Customer Relationship & Service. International Journal of Creative and Open Research in Engineering and Management, <i>02</i>(04). https://doi.org/10.55041/ijcope.v2i4.558

Mehdi, Raza. "Retail Banking Offers and Customer Relationship & Service." International Journal of Creative and Open Research in Engineering and Management, vol. 02, no. 04, 2026, pp. . doi:https://doi.org/10.55041/ijcope.v2i4.558.

Mehdi, Raza. "Retail Banking Offers and Customer Relationship & Service." International Journal of Creative and Open Research in Engineering and Management 02, no. 04 (2026). https://doi.org/https://doi.org/10.55041/ijcope.v2i4.558.

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References


  • Reserve Bank of India. (2023). Charter of Customer Rights and Fair Practices Code for Banks. RBI Publications. https://www.rbi.org.in

  • RBI Integrated Ombudsman Scheme, 2021 – official framework and implementation reports.

  • Banking Codes and Standards Board of India (BCSBI) – Customer Service Standards and compliance reports.

  • HDFC Bank Annual Reports 2022–2024 – CRM strategy, digital banking metrics, and customer satisfaction data.

  • SBI Annual Report 2023–2024 – YONO platform performance, Jan Dhan integration, and financial inclusion data.

  • ICICI Bank Annual Report 2023–2024 – iMobile, omnichannel CRM, and digital banking KPIs.

  • McKinsey & Company – 'The future of personalization—and how to get ready' (Banking sector edition).

  • Deloitte Insights – 'Reimagining customer experience in retail banking' (2023 report).

  • PwC – 'Retail Banking 2025 and beyond' – digital transformation and CRM trends.

  • JD Power India Retail Banking Satisfaction Study (2023–2024 editions).

  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.

  • Reichheld, F. F. (2003). The one number you need to grow. Harvard Business Review, 81(12), 46–54.

  • Kumar, V., & Reinartz, W. (2018). Customer relationship management: Concept, strategy, and tools (3rd ed.). Springer.

  • Kotler, P., & Keller, K. L. (2016). Marketing management (15th ed.). Pearson Education.

  • FICCI-IBA Banking Industry Survey (Annual editions) – trends in retail banking product innovation and service quality.

Ethical Compliance & Review Process

  • •All submissions are screened under plagiarism detection.
  • •Review follows editorial policy.
  • •Authors retain copyright.
  • •Peer Review Type: Double-Blind Peer Review
  • •Published on: Apr 22 2026
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This article is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License. You are free to share and adapt this work for non-commercial purposes with proper attribution.

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