Relationship between Customer Relation Management Performance and E-Banking Adoption: A Look at Malaysian Banking Industry
نویسنده
چکیده
This study seeks to identify the relationship between CRM performance and e-banking adoption. CRM performance is the process of value creation which results into the customer behavior intention (retain, repurchase, positive word of mouth), customer satisfaction and loyalty towards the product/brand. Despite of the popular practice of CRM in various industries, and particularly in banking, there is still lack of empirical studies, investigating to what extent the CRM performance influences on e-banking adoption. Hypothesized relationships were tested using survey responses from a sample of 307 lecturers at three public universities located in the northern states of Malaysia. The results which were compared with earlier findings illustrated that CRM performance does offer a positive influence on e-banking adoption and implications for further research were also being discussed.
منابع مشابه
بررسی تأثیر عوامل پذیرش بانکداری الکترونیکی بر تبلیغات دهانبهدهان با تأکید بر نقش واسطهگری رضایت و وفاداری مشتریان (موردمطالعه: شعب بانک اقتصاد نوین شهرستان شیراز)
Banking has always been known as a specific informational activity, especially in recent decades that information technology has strongly influenced the electronic banking (e-banking) industry. The appearance of e-banking services extendedly changes the base of financial services offered to customers. By providing this service, banks can significantly save costs, and reduce the number of branch...
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