Effects of e-CRM on Customer–Bank Relationship Quality and Results

Fakhraddin Maroofi (), Adel Darabi () and Jila Torabi ()
Additional contact information
Fakhraddin Maroofi: University of Kurdistan
Adel Darabi: Islamic Azad University
Jila Torabi: Islamic Azad University

International Journal of Academic Research in Accounting, Finance and Management Sciences, 2012, vol. 2, issue 3, 164-182

Abstract: This research examines the results of electronic customer relationship management (e-CRM) system carrying out in the Iran banking industry from customer outlooks. Because most e-CRM carrying outs cannot be directly seen or identified by customers, report survey and interviews with experts in the Iran banking industry were used to develop a new construct called ‘customer-based service ascribe’ to quantify e-CRM results from customers' outlooks. A full-scale field survey of 684 customers of Iran commercial banks was then directed. A service ascribes model and a model that integrated relationship quality and result were constructed, and their validity and reliability was verified. Analysis of the results by using structural equation modeling demonstrated that e-CRM carrying out has a statistically significant positive relationship with customer- based service ascribe and with the quality and result of customer–bank relationships as well as an indirect effect on relationship quality and result through customer-based service ascribe.

Keywords: E-CRM; Relationship quality; Relationship result; Banking; SEM (search for similar items in EconPapers)
JEL-codes: E50 (search for similar items in EconPapers)
Date: 2012
References: View references in EconPapers View complete reference list from CitEc
Citations:

Downloads: (external link)
http://www.hrmars.com/admin/pics/1141.pdf (application/pdf)
http://www.hrmars.com/admin/pics/1141.pdf (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:hur:ijaraf:v:2:y:2012:i:3:p:164-182

Access Statistics for this article

More articles in International Journal of Academic Research in Accounting, Finance and Management Sciences from Human Resource Management Academic Research Society, International Journal of Academic Research in Accounting, Finance and Management Sciences
Bibliographic data for series maintained by Hassan Danial Aslam ().