IDEAS home Printed from https://ideas.repec.org/a/ags/afjecr/362954.html
   My bibliography  Save this article

The Effect of Customer Relationship Management on the Performance of Commercial Banks in Tanzania

Author

Listed:
  • Mbura, Omari K.
  • Baraza, Mohammed S.

Abstract

This study explores the effect of customer relationship management (CRM) on the performance of Commercial Banks in Tanzania. Data are collected through a survey from 272 employees across various departments within 19 commercial Banks and analysed by using Partial Least Squares Structural Equation Modeling (PLS-SEM). The findings reveal that technology-based CRM, customer knowledge management, and CRM organization exert positive and significant effect on the performance of commercial banks. However, customer orientation, while positively related, remains statistically insignificant. This study provides policy recommendations to policymakers who are engaged in designing CRM strategy with a view to enhance robust performance of commercial Banks in Tanzania.

Suggested Citation

  • Mbura, Omari K. & Baraza, Mohammed S., 2025. "The Effect of Customer Relationship Management on the Performance of Commercial Banks in Tanzania," African Journal of Economic Review, African Journal of Economic Review, vol. 13(2).
    • Handle: RePEc:ags:afjecr:362954
    DOI: 10.22004/ag.econ.362954
    as

    Download full text from publisher

    File URL: https://ageconsearch.umn.edu/record/362954/files/ajol-file-journals_540_articles_299156_685d0cdf6f27a.pdf
    Download Restriction: no
    File URL: https://libkey.io/10.22004/ag.econ.362954?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Garrido-Moreno, Aurora & Padilla-Meléndez, Antonio, 2011. "Analyzing the impact of knowledge management on CRM success: The mediating effects of organizational factors," International Journal of Information Management, Elsevier, vol. 31(5), pages 437-444.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Saito, Taiga & Takahashi, Akihiko & Koide, Noriaki & Ichifuji, Yu, 2019. "Application of online booking data to hotel revenue management," International Journal of Information Management, Elsevier, vol. 46(C), pages 37-53.
    2. Chuang, Shu-Hui & Lin, Hong-Nan, 2013. "The roles of infrastructure capability and customer orientation in enhancing customer-information quality in CRM systems: Empirical evidence from Taiwan," International Journal of Information Management, Elsevier, vol. 33(2), pages 271-281.
    3. Amin, Adnan & Shah, Babar & Khattak, Asad Masood & Lopes Moreira, Fernando Joaquim & Ali, Gohar & Rocha, Alvaro & Anwar, Sajid, 2019. "Cross-company customer churn prediction in telecommunication: A comparison of data transformation methods," International Journal of Information Management, Elsevier, vol. 46(C), pages 304-319.
    4. Rîpa Ioan Alexandru, 2022. "Customer relationship management in the international context – theoretical and practical considerations," Proceedings of the International Conference on Business Excellence, Sciendo, vol. 16(1), pages 1060-1072, August.
    5. M. Hurol Mete & Onder Belgin, 2022. "Impact of Knowledge Management Performance on the Efficiency of R&D Active Firms: Evidence from Turkey," Journal of the Knowledge Economy, Springer;Portland International Center for Management of Engineering and Technology (PICMET), vol. 13(2), pages 830-848, June.
    6. Nedeljković Ivana & Zlatanović Dejana & Marinković Veljko, 2022. "Effects of Customer Relationship Management on Organizational Performance," Economic Themes, Sciendo, vol. 60(2), pages 237-258, June.
    7. Dong, Shutao, 2012. "Decision execution mechanisms of IT governance: The CRM case," International Journal of Information Management, Elsevier, vol. 32(2), pages 147-157.

    More about this item

    Keywords

    ;

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ags:afjecr:362954. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: AgEcon Search (email available below). General contact details of provider: https://www.ajol.info/index.php/ajer/index .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.