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Factors affecting customer relationship management on consumer behaviour in real estate sector - a study of Delhi-NCR

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  • Narendra Singh
  • Mukul Gupta
  • Pushpa Singh

Abstract

This study aims to identify the significant attributes of consumer behaviour from CRM services in the real estate sector. The data were collected from residents of Delhi-NCR in order to accomplish the objective. The exploratory factor analysis, confirmatory factor analysis and structural equation modelling were used to identify the significant attributes of consumer behaviour from CRM services. This study revealed four attractive dimensions from residents of Delhi-NCR. These dimensions are service and support facilitation, communication facilitations, purchases and safety facilitations, and recreational facilities. This study concluded that identified dimensions play a significant role in affecting customer relationship management on consumer behaviour in the real estate sector. The finding and recommendations related to identifying factors were well discussed in terms of the relationship between CRM and consumer behaviour. This research empowers the residential real estate developers and makes them better positioned to design the policies.

Suggested Citation

  • Narendra Singh & Mukul Gupta & Pushpa Singh, 2025. "Factors affecting customer relationship management on consumer behaviour in real estate sector - a study of Delhi-NCR," International Journal of Business Innovation and Research, Inderscience Enterprises Ltd, vol. 38(4), pages 442-459.
    • Handle: RePEc:ids:ijbire:v:38:y:2025:i:4:p:442-459
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