IDEAS home Printed from https://ideas.repec.org/a/igg/jeis00/v10y2014i2p62-80.html
   My bibliography  Save this article

CRM/e-CRM Effects on Banks Performance and Customer-Bank Relationship Quality

Author

Listed:
  • Abbas Al-Refaie

    (Department of Industrial Engineering, The University of Jordan, Amman, Jordan)

  • Mohammad D. AL Tahat

    (Department of Industrial Engineering, The University of Jordan, Amman, Jordan)

  • Nour Bata

    (Department of Industrial Engineering, The University of Jordan, Amman, Jordan)

Abstract

This research aims at examining the effects of customer relationship management (CRM) and electronic CRM (e-CRM) on banks performance in Jordan using structural equation modelling. Two structural models, I, and II are developed. Fourteen reputable Jordanian banks are selected. Results of Model I show that: (1) internet service function and customer support have significant influence on relationship management (RM), (2) marketing support function has insignificant influence on RM, which indicates, and (3) RM has positive influence on business performance; learning and growth, customer satisfaction, internal process, and financial perspective. Results of Model II reveal that: (1) the e-CRM significantly influences customer based-service attributes, (2) the e-CRM directly related with relationship quality (RQ), and indirectly affects RQ through customer based-service attributes, (3) RQ significantly influences customer lifetime value (CLV). In conclusions, although Jordanian banks should direct more marketing support to enable customer communicate with banks using e-CRM in a fast, easy and efficient way.

Suggested Citation

  • Abbas Al-Refaie & Mohammad D. AL Tahat & Nour Bata, 2014. "CRM/e-CRM Effects on Banks Performance and Customer-Bank Relationship Quality," International Journal of Enterprise Information Systems (IJEIS), IGI Global, vol. 10(2), pages 62-80, April.
    • Handle: RePEc:igg:jeis00:v:10:y:2014:i:2:p:62-80
    as

    Download full text from publisher

    File URL: http://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/ijeis.2014040104
    Download Restriction: no
    ---><---

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Oumar Timothy K. & Mang’Unyi Eric E. & Rajkaran Sookdhev & Govender Krishna K., 2017. "Exploring the e-CRM – e-customer- e-loyalty nexus: a Kenyan commercial bank case study," Management & Marketing, Sciendo, vol. 12(4), pages 674-696, December.
    2. Hardi Mulyono & Syafrizal Helmi Situmorang, 2018. "e-CRM and Loyalty: A Mediation Effect of Customer Experience and Satisfaction in Online Transportation of Indonesia," Academic Journal of Economic Studies, Faculty of Finance, Banking and Accountancy Bucharest,"Dimitrie Cantemir" Christian University Bucharest, vol. 4(3), pages 96-105, September.

    More about this item

    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:igg:jeis00:v:10:y:2014:i:2:p:62-80. 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.

    We have no bibliographic references for this item. You can help adding them by using 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: Journal Editor (email available below). General contact details of provider: https://www.igi-global.com .

    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.