IDEAS home Printed from https://ideas.repec.org/a/rnd/arjebs/v4y2012i8id2423.html

A Study of the Impact of the e-CRM Perspective on Customer Satisfaction and Customer Loyalty-Exemplified by Bank Sinopac

Author

Listed:
  • Chun-Chu Liu
  • Hsing-Chau Tseng
  • Li-min Chuang
  • Chien-Min Huang

Abstract

As the Taiwanese government gradually opens up the country’s banking sector in recent years, the number of financial institutions of Taiwan has increased rapidly. Until the end of January 2010, the number of the domestic banks is up to 37, the average number of the customers served in each branch is less than 4,000. As all banks wish to be more competitive in such an environment, new advertising and marketing skills are taken. New banking services and technology are also provided in order to attract more customers. The study aims to discuss the relationship among three aspects including the Electronic Customer Relationship Management, Customer Satisfaction, Customer Loyalty, and we choose Bank Sinopac users as subject. In addition, the following results are concluded by statistics and analysis: 1. Using e-CRM had obvious on the customer satisfaction and customer loyalty. 2. Customer satisfaction had obvious on the customer loyalty.

Suggested Citation

  • Chun-Chu Liu & Hsing-Chau Tseng & Li-min Chuang & Chien-Min Huang, 2012. "A Study of the Impact of the e-CRM Perspective on Customer Satisfaction and Customer Loyalty-Exemplified by Bank Sinopac," Journal of Economics and Behavioral Studies, AMH International, vol. 4(8), pages 467-476, August.
    • Handle: RePEc:rnd:arjebs:v:4:y:2012:i:8:id:2423
    DOI: 10.22610/jebs.v4i8.348
    as

    Download full text from publisher

    File URL: https://amhinternational.com/jebs/article/view/2423-a-study-of-the-impact-of-the-e-crm-perspective-on-customer-satisfaction-and-customer-loyalty-exemplified-by-bank-sinopac
    File Function: Abstract page
    Download Restriction: no
    File URL: https://amhinternational.com/jebs/article/download/2423-a-study-of-the-impact-of-the-e-crm-perspective-on-customer-satisfaction-and-customer-loyalty-exemplified-by-bank-sinopac/38a07572-5380-4d71-83ef-7e56abdae9a8
    File Function: Full text
    Download Restriction: no
    File URL: https://libkey.io/10.22610/jebs.v4i8.348?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
    ---><---

    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:rnd:arjebs:v:4:y:2012:i:8:id:2423. 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: AMH International (email available below). General contact details of provider: https://amhinternational.com/jebs .

    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.