Electronic Customer Relationship Management (E-CRM) and Customer Loyalty: The Mediating Role of Customer Satisfaction in the Banking Industry

Pushpender Kumar and Anupreet Kaur Mokha
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Pushpender Kumar: Kirori Mal College, University of Delhi, India
Anupreet Kaur Mokha: Department of Commerce, Delhi School of Economics, University of Delhi, India

International Journal of E-Business Research (IJEBR), 2022, vol. 18, issue 1, 1-22

Abstract: This study examined the impact of E-CRM on customer loyalty with the mediating effect of customer satisfaction in the banking industry. Customer satisfaction is important for loyalty because when the customers are satisfied with the services offered by their service providers, the relationship gets stronger which further leads to positive word-of-mouth. The data was collected using purposive sampling from 836 banks’ customers who were using E-CRM services and the data was analyzed using structural equation model (SEM) through AMOS. The results revealed that E-CRM and customer satisfaction had a significant positive impact on customer loyalty and also customer satisfaction partially mediated the relationship between E-CRM and customer loyalty. This study would offer useful acumen to both academicians and marketers and would help the bank managers to improve the quality of the services provided to their customers.

Date: 2022
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Persistent link: https://EconPapers.repec.org/RePEc:igg:jebr00:v:18:y:2022:i:1:p:1-22

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