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摘要：本文是一篇市场营销留学论文。当今世界，全球化和多样化已经成为其主要特点。在全球化贸易中，客户和消费者都接受过良好的教育，见多识广，消息灵通。这在一定程度上增加了公司和组织之间的竞争。竞争提升了客户的议价能力和交换能力，能更高效更快速地选择最好的产品和服务。本文简要分析时代竞争中客户关系的特点和影响力。

Customer Relationship Management. Research focused on customer lifetime value, customer segmentation, data mining and data warehouse technology, relationship between bank and customers and so on. Therefore the researcher focused on B2C (Business to Customers) retail banking sector. The sample size has taken 200 retail banking customers of Lloyds Banking Group.

Anderson, Black, Hair and Tatham (1998) mentioned that “for structural equation modelling sample size of 100 to 200 are sufficient”. So sample size of 200 customers has taken by the researcher. But the researcher surveyed more 12 customers to get complete response from 200 Lloyd's customers. Because the questionnaires were spread to 200 customers, but 12 customers were in the bank to open the new account, out of 200 customers.

3.7 DATA ANALYSIS

According to Chisnall (1997) “The data collected from the research has to be processed by analysis, interpretation and tabulation”. Therefore the researcher analysed the data collected from questionnaire in chapter 6 (Discussion and Analysis) and displayed by graphs, pi chart and table which is enclosed in appendices, which is chapter 10.

4.0 CONTEXT

This chapter deals with the information about the host company that is Lloyds banking Group and this chapter based on primary secondary data.

4.1 RESEARCH BACKGROUND

Lloyds Banking Group is providing a large range of banking and financial services to personal and corporate customers. It is a leading United Kingdom based financial services. It established in 1995 by the merger of Lloyds Bank, recognized in 1765 and conventionally considered one of the Big Four banks, with the TSB group which traces its birth to 1810”.

After the acquisition of HBOS in 2008, Lloyds TSB Group plc was renamed Lloyds Banking Group plc on 19 January 2009. But the banks operate as Lloyds TSB Scotland Plc within Scotland. This makes it the largest retail bank in United Kingdom. Lloyds Banking Group has a wide network of branches and cash machines, which is across England and Wales. Lloyds Banking Group offer 24 hours phone and online banking services. Now a day Lloyds Banking Group has 16 million customers. UK sell Banking, cover and asset and Wholesale and worldwide Banking these are the three activities that Lloyds Banking Group organised.

“Lloyds Banking Group is quoted on top of the London Stock Exchange and it is one of the largest financial companies within FTSE 100. Lloyds Banking Group's capitalisation is �26.7 billion on 31st December 2007. The total group's assets were � 353 billion at the end of 2007. Lloyds Banking Group has around 70,000 employees. And the total income for the 12 months to 31st December 2007 was �18 billion by means of profit previous to tax totalling �4 billion”.

History of Banking Group

Lloyds Banking Group can draw its base back to 1765 in Birmingham with the establishment of Taylors and Lloyds. In 1865, this private bank was transformed into Joint Stock Company. And in 1889, it became Lloyds Bank Limited. It acquired the demutualised Chelt本论文由英语论文网提供整理，提供论文代写，英语论文代写，代写论文，代写英语论文，代写留学生论文，代写英文论文，留学生论文代写相关核心关键词搜索。