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EFFECTS OF E-CRM ON THE SERVICE ATTRIBUTES AND QUALITY OF CUSTOMER-BANK RELATIONSHIP |
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| รหัสดีโอไอ | |
| Creator | Mohammad Amin Abdi, Mohammad Reza Hamidizadeh, Manizheh Gharache |
| Title | EFFECTS OF E-CRM ON THE SERVICE ATTRIBUTES AND QUALITY OF CUSTOMER-BANK RELATIONSHIP |
| Contributor | - |
| Publisher | TuEngr Group |
| Publication Year | 2563 |
| Journal Title | International Transaction Journal of Engineering, Management, & Applied Sciences & Technologies |
| Journal Vol. | 11 |
| Journal No. | 4 |
| Page no. | 11A04Q: 1-12 |
| Keyword | Service Attributes, Relationship quality, Relationship outcomes, Banking services, Electronic Customer Relationship Management, Virtual relationships, eBanking, eCRM. |
| URL Website | http://TuEngr.com/Vol11_4.html |
| Website title | ITJEMAST V11(4) 2020 @ TuEngr.com |
| ISSN | 2228-9860 |
| Abstract | This paper investigates the effect of electronic Customer Relationship Management (e-CRM) on the service attributes and quality of customer-bank relationships, for a study case of Maskan Bank Branches in Tehran. This is applied research in terms of objective and it is descriptive and quantitative in terms of data nature. The statistical population of this research includes the customers who use the Maskan Bank electronic communication service in Tehran city. According to results, the implementation of e-CRM affects the services attributes and quality as well as the outcomes of Customer Relationship with bank Maskan. In addition, the e-CRM implementation also has an indirect effect on relationships quality and outcomes through customer-based service attributes. This study find that the education and communication duration with bank as an intervening variable affects each of the e-CRM variables, the quality and outcomes of customer-bank relationships. |
