surveying the impact of new information technologies on improving customer relation management considering organizational innovation as intervening variable (case study: bank mellat of west azerbaijan)

the aim of the present study is to surveying the impact of new information technologies on improving customer relation management considering organizational innovation as intervening variable (case study: bank mellat of west azerbaijan). the study is applied and descriptive in nature. all of the employee in bank mellat of west azerbaijan branches were candidiate to participate in the study but using cochran formula and stratified random sampling method, the sample size was determined as 236. to collect the data standard questionnaire were used. using cronbach alpha coefficient, the reliability was calculated as 0.902 which shows the good reliability. for statistical analysis purpose, spss and smart pls softwares were used. the results indicated that new information technologies effected on improving customer relation management considering organizational innovation as intervening variable.