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Impact of Customer Relationship management CRM on Banks's Performance in Faisalabad

Thesis Info

Author

Iqbal Hussain

Department

Department of Management Sciences

Program

Mphil

Institute

National University of Modern Languages

Institute Type

Public

City

Islamabad

Province

Islamabad

Country

Pakistan

Thesis Completing Year

2016

Subject

Management Sciences

Language

English

Added

2021-02-17 19:49:13

Modified

2024-03-24 20:25:49

ARI ID

1676728800728

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Moderating Role Marketing Turbulence In this age of globalization, businesses are facing big challenges due to rapid changes in the market place. Since the last decade customers have become the main pillar for the success of every organization. So every organization of the world is try to establish a strong and long lasting relationship with their customers. Similarly, banks also think that their customers are a key factor in their success. To develop a strong and long lasting relation with their customers, organizations had adopted different strategy, but since the last two decades CRM business's strategy has been evolving rapidly in the business community of the world. The activities that a business performs to identify, qualify, acquire, develop and retain increasingly loyal and profitable customers by delivering the right product or service, to the right customer, through the right channel, at the right time and at the right cost is called CRM. Like banks of the world, Pakistani banks are also using CRM business strategy to develop a strong relation with their customers. Since CRM based on computer technology and required a huge investment, therefore some school of thought are against CRM business strategy but it has been proved that CRM is a best strategy in this age of technology and high competition. CRM business strategy becomes fruitless when its functions are not used properly. In the light of such conflicts, this research is conducted to see whether CRM business strategy is best for banks or not. In this regard, the researcher selects all the banks of Faisalabad as population that are belonged to public as well as private sector. The objectives behind this study are, to investigate the relation between CRM's practices and performance of the banks and the impact of market turbulence on this relation. Data is collected through survey method with the help of a questionnaire and a sample of 300 banks is selected randomly. The employees of the banks related to marketing, trade, advances and operational are respondents of this study. Then this data is treated in SPSS software and regression is applied to see the impact of CRM's practices on the performance of the banks. All the results are found significant that mean CRM's practices have a positive impact on the performance of the banks. More over the moderator role of market turbulence also has a positive impact of the relation. The findings of this study will be prove a mile stone in future researches in this regards and will provide a guide line for managers as well as researchers.
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انکار بھی نہیں انھیں اقرار بھی نہیں

انکار بھی نہیں ، انھیں اقرار بھی نہیں
اتنا ہوا یہ دل کبھی لاچار بھی نہیں

دکھ درد ہم نے بانٹ لیے سارے شہر کے
آئی جو اپنی باری تو اک یار بھی نہیں

اس بخت کی یہ پستیاں بھی ہوں ملاحظہ
گل تو کجا ہے اپنے لیے خار بھی نہیں

اس طرح مفلسی کے ستائے ہوئے ہیں ہم
محرومیِ اناج ہے اور پیار بھی نہیں

جانے وہ کون لوگ تھے جن کو ملے ہیں یار
حاصل ازل سے ہم کو تو اغیار بھی نہیں

دولت خلوص کی ہے مرے پاس فہدؔ سب
اور وہ خلوص کا تو طلب گار بھی نہیں

مولانا ثناء اللہ امرتسری كی تفسیر ثنائی كا اجمالی جائزہ

Tafseer-e-Sanai is a briefexagies of Holy Quran which was written by Montana Sana Ullah Amratsari (D: 1 948) . It has eight short volumes but has been separated in two compilations the first one hasfour volumes (1-4) <£ the second one (5-8) has also four volumes. First edition was published in 1313. Hijri & had been completed in 1349 Hijri i. e in 1931. This work was completed in 36 years. First volume ofthis tafseer was published in the life time ofSir Syed Ahmed Khan, but also it was sent to him. That's why in its early volumes, there were so many answers in response to Sir Syed's thoughts. It is worth mentioning that Moulana Amratsari has responded in a good manner to Sir Syed. Moulana was affiliated with the sect of Ahle-Hadees but after attaining the education from different institutions several ofsects like, Darul Uloom Deoband Madarsa-e-Kanpur, (i. e Deobandi & Brailvi) , Moulana had been freedfrom any single sect. He is known as a scholar of Islam, this tafseer is a witness of it. The Style & method of writing Tafseer is very unique that is why its style was adopted by a known scholar, Moulana Ashraf Ali thanvi and Moulana Abdul Qadeer Siddiqi's translation was also inspired by it. The Quranic letters ( are mentioned with meanings in it and 28 translations of are also determined in different places in the beginning ofSurah.

Structural, Electronic and Vibrational Properties of 2Nd Row Transition Metal Clusters

Metal clusters play key role in chemical industry, nanotechnology and cellular biology. Chemical industry depends on the selection, development and application of catalysts. The most valuable catalysts used in these modern chemical industries consist of metal clusters. Introduction of a dopant atom in a metal cluster significantly enhances the catalytic activity. Moreover, in heterogeneous catalysis, the ability of metal cluster to react chemically with different molecular species totally depends on the size of the clusters. Bimetallic nano clusters have gained significant interest due to their specific and matchless structural, optical, electronic, and magnetic properties and their significance in nano technology and catalysis. Full range of bimetallic silver-yttrium AgnYm cluster of low nuclearity (n + m = 2-10) are studied using the density functional theory (DFT) at TPSSTPSS method with a Lanl2dz pseudopotential. The results for various properties including structural, ionization potential adiabetic, electron affinity, binding energy, HOMO-LUMO gap, average bond length, total energy, bond dissociation energy and 2nd order difference energy are evaluated as function of (n+m) size of the system. Moreover, the results for these bimetallic clusters are compared with pure silver and yttrium clusters. Different spin multiplicities of each cluster are also studied to locate the low energy structures. Cluster with higher nuclearity (n + m ≥7) favors three dimensional structure where clusters with low nuclearity (m + n ≤6) except (n + m = 5) favor two dimensional structure. Ag6 cluster also preferred planar 2D configuration. All pure silver clusters are more stable in low spin multiplicity, while pure yttrium clusters are more stable in higher spin multiplicity. Multiple bimetallic silver yttrium clusters have stability at varying spin state. Based on binding energy values the pure yttrium clusters are more stable than pure silver and bimetallic clusters. Density functional theory calculations have also been performed on pure silver (Agn), yttrium (Ym) and bimetallic silver yttrium clusters AgnYm (n+m = 2-10) for reactivity descriptors in order to find active sites for electrophilic and nucleophilic attack. The results illustrates that atoms in a stable ground state in a geometry can be categorized into different types of reactive sites. The reactivity of numerous sites as a function of cluster size and shape was thus investigated. The investigation reveals that the sizes and shapes of the pure silver, yttrium and bimetallic silver yttrium cluster (n = 2-10) influence the number and position of active sites for an electrophilic and/or nucleophilic attack. Doping of pure clusters with the other elements also influences the hardness, softness and chemical reactivity of the clusters. The softness increases as we increase the number of silver atoms in the cluster, whereas the hardness decreases. The chemical reactivity increases with silver doping whereas it decreases by yttrium doping. Silver atoms are nucleophilic in small clusters whereas, in large clusters, silver atoms are electrophilic in nature. The research here is designed at the investigation of new bimetallic clusters with distinctive electronic properties. These distinctive electronic properties comfort in finding new applications in electronic devices. Furthermore, these silver yttrium bimetallic clusters are expected to have improved catalytic activity which will assist industrial processes.