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Roy, R., Vaijayanthi, P., Shreenivasan, K.A., Preetha, H. and Sinha, S. (2012) An Empirical Study on CRM as a Tool to assess Customer Satisfaction for Banks—A Comparison of Public Sector Bank with a Private Sector Bank. International Conference on Management Issues in Emerging Economies (ICMIEE), Thanjavur, 17-18 August 2012, 90-94.

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