S/N

Proxies for CRM

SA

A

NS

D

SD

Total

1

Service Quality

51

43

14

7

5

120

2

Behaviour of Employees

25

59

13

14

9

120

3

Customer Database

45

28

12

16

19

120

4

Relationship through Solving Customer Problems

17

57

10

23

13

120

5

Physical Environment

32

27

3

27

31

120

6

Social Network Interaction

23

18

13

37

29

120