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VOL. 11, ISSUE 8 (2025)
The role of trust-building mechanisms in enhancing customer relationships and loyalty: A Study on HDFC Bank’s CRM strategies in Tirhut Division
Authors
Samina Paravin, Dr. Mahajabeen Parveen
Abstract
The banking industry is highly competitive,
with numerous banks vying for the same pool of customers. In such a landscape,
building and maintaining strong customer relationships is crucial for sustained
success and growth. The concept of trust plays a vital role in this process as
it fosters loyalty and enhances customer retention. This study aims to explore
the role of trust-building mechanisms in enhancing customer relationships and
loyalty with a focus on HDFC Bank's CRM strategies in the Tirhut division.
Trust has been recognized as an essential element in establishing successful
relationships between organizations and their customers. It involves having
confidence in the reliability, integrity, and honesty of an organization or
individual. Therefore, building trust should be a top priority for companies
wanting to create long-term connections with their customers. HDFC Bank has
established itself as one of India's leading private sector banks by
consistently delivering exceptional services to its customers across diverse
product segments. However, sustaining these achievements requires continuous
efforts towards cultivating trust-based relationships with its clientele. This
research will delve into various trust-building mechanisms adopted by HDFC Bank
through its CRM strategies in the Tirhut division one of its prominent markets.
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Pages:111-114
How to cite this article:
Samina Paravin, Dr. Mahajabeen Parveen "The role of trust-building mechanisms in enhancing customer relationships and loyalty: A Study on HDFC Bank’s CRM strategies in Tirhut Division". International Journal of Commerce and Management Research, Vol 11, Issue 8, 2025, Pages 111-114
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