IDEAS home Printed from https://ideas.repec.org/a/taf/oabmxx/v5y2018i1p1499183.html
   My bibliography  Save this article

The effect of customer relationship management on bank performance: In context of commercial banks in Amhara Region, Ethiopia

Author

Listed:
  • Alemu Muleta Kebede
  • Zewdu Lake Tegegne

Abstract

This study examined the effects of Customer Relationship Management (CRM) practices on commercial banks performance in Amhara region, Ethiopia. However, the scarcity of research studies concerning CRM is still a major issue within the context of developing countries organizations like Ethiopia. Such research concept will help to improve the performance of the bank especially to improve the level of customers’ satisfaction, which could be achieved by implementing best practices of CRM. For purpose of this study, dimensions of CRM practices are Key Customer Focus, Knowledge Management, CRM organization and Technology-Based CRM. The study deals with various factors influencing commercial banks, that is, Bank performance. These are Key Customer Focus, CRM organization, Knowledge Management and Technology-Based CRM. This study deployed Binary-Logistics regression model to analyze the effect of these factors on the performance of the bank. Customers of commercial banks were selected to fill self-administered questions related to CRM die response rate reached 94.4%. All dimensions of CRM considered in this study were found statistically significant (at p value of 0.05) in determining the performance of commercial banks. According to the binary regression result, Knowledge Management is more important factor in determining bank performances.

Suggested Citation

  • Alemu Muleta Kebede & Zewdu Lake Tegegne, 2018. "The effect of customer relationship management on bank performance: In context of commercial banks in Amhara Region, Ethiopia," Cogent Business & Management, Taylor & Francis Journals, vol. 5(1), pages 1499183-149, January.
    • Handle: RePEc:taf:oabmxx:v:5:y:2018:i:1:p:1499183
    DOI: 10.1080/23311975.2018.1499183
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/23311975.2018.1499183
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1080/23311975.2018.1499183?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
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

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


    Cited by:

    1. Powel Maxwell Worimegbe & Agbaje Ifedayo, 2020. "Corporate Rebranding And Customers Retention. A Study Of Selected Telecommunication Firm In Nigeria," Cactus - The tourism journal for research, education, culture and soul, Bucharest University of Economic Studies, vol. 2(1), pages 17-25.
    2. Guerola-Navarro, Vicente & Oltra-Badenes, Raul & Gil-Gomez, Hermenegildo & Iturricha Fernández, Agustín, 2021. "Customer relationship management (CRM) and Innovation: A qualitative comparative analysis (QCA) in the search for improvements on the firm performance in winery sector," Technological Forecasting and Social Change, Elsevier, vol. 169(C).
    3. Anteneh Mulugeta Eyasu & Demoz Arefayne, 2020. "The effect of corporate social responsibility on banks’ competitive advantage: Evidence from Ethiopian lion international bank S.C," Cogent Business & Management, Taylor & Francis Journals, vol. 7(1), pages 1830473-183, January.
    4. Marwa Salah & Mohamed A Abou-Shouk, 2019. "The effect of customer relationship management practices on airline customer loyalty," Post-Print hal-02454932, HAL.
    5. Panyi Mihály & Reicher Regina, 2019. "Succes Factors of CRM projects," Proceedings- 11th International Conference on Mangement, Enterprise and Benchmarking (MEB 2019),, Óbuda University, Keleti Faculty of Business and Management.
    6. Salah, Marwa & Abou-Shouk, Mohamed A., 2019. "The effect of customer relationship management practices on airline customer loyalty," EconStor Open Access Articles and Book Chapters, ZBW - Leibniz Information Centre for Economics, vol. 5(2), pages 11-19.
    7. Rahman, Md. Mostafijur & Hussain, Md. Tuhin & Moon, Shahnaz Parvin & Tisha, Monika Mehjabeen & Lima, Mumtahina Tahsin, 2021. "Impact of Customer Relationship Management (CRM) on Organizational Performance: A Study from the Perspective of Bangladesh," American Journal of Trade and Policy, Asian Business Consortium, vol. 8(3), pages 225-230.
    8. Powel Maxwell Worimegbe & Agbaje Ifedayo, 2020. "Corporate Rebranding And Customers’ Retention. A Study Of Selected Telecommunication Firm In Nigeria," Cactus - The tourism journal for research, education, culture and soul, Bucharest University of Economic Studies, vol. 2(2), pages 17-25.
    9. Salah, Marwa & Abou-Shouk, Mohamed A., 2019. "The effect of customer relationship management practices on airline customer loyalty," MPRA Paper 98032, University Library of Munich, Germany.

    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:taf:oabmxx:v:5:y:2018:i:1:p:1499183. 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: Chris Longhurst (email available below). General contact details of provider: http://cogentoa.tandfonline.com/OABM20 .

    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.