Title: Key factors affecting customer relationship management in real estate sector: a case study of National Capital Region

Authors: Narendra Singh; Mukul Gupta

Addresses: G.L. Bajaj Institute of Management and Research, Affiliated to: Dr. A.P.J. Abdul Kalam Technical University, Formerly: UPTU Lucknow, Plot No. 2, Knowledge Park III, Greater Noida, Distt. G.B. Nagar, UP, 201306, India ' G.L. Bajaj Institute of Management and Research, Affiliated to: Dr. A.P.J. Abdul Kalam Technical University, Formerly: UPTU Lucknow, Plot No. 2, Knowledge Park III, Greater Noida, Distt. G.B. Nagar, UP, 201306, India

Abstract: The purpose of this research is to examine the important key factors affecting the customer relationship management in the real estate sector. The sample is consisted of those respondents, who bought a house or flat in the last two-year or planning to buy in the upcoming years. Questionnaires have been used as a primary source of data collection. The collected data have been analysed with the help of MS Excel and SPSS V23. The four factors such as 'communication facilitations', 'basic amenities facilitations', 'service and support facilitations' and 'deliverables facilitations' is identified and discussed as a key factor affecting the customer relationship management (CRM). Out of these four factors, 'basic amenities facilitations' (7.111% of variance and eigenvalue of 2.844) is considered as most important key factors. The finding reveals that the real estate marketers should give the importance of the factors of customer relationship management while planning of CRM service for real estate sector.

Keywords: customer relationship management; CRM; marketing; real estate; National Capital Region; NCR; customer expectation; SPSS V23.

DOI: 10.1504/IJICBM.2020.105643

International Journal of Indian Culture and Business Management, 2020 Vol.20 No.2, pp.194 - 209

Received: 30 Jun 2018
Accepted: 05 May 2019
Published online: 06 Mar 2020 *

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