Customer Retention Programs of CRM and Customer Retention in E-Banking

Alireza Nili and Abbas Keramati
Additional contact information
Alireza Nili: Lulea University of Technology, Sweden, and IUC, Iran
Abbas Keramati: University of Tehran, Iran

International Journal of E-Entrepreneurship and Innovation (IJEEI), 2012, vol. 3, issue 1, 18-32

Abstract: This study, considering various viewpoints and concepts about customer relationship management (CRM), aims to propose a comprehensive set of customer retention programs of CRM (including customer service, loyalty programs, customization, and online community) and describe the correlation between each of these programs and customer retention. In doing so, the empirical data collected by the means of the designed questionnaire distributed to the top managers working in e-banking sector of two private and two governmental Iranian bank branches were analyzed. The results of this analysis represent the positive and significant correlation between each of the customer retention programs of CRM and customer retention. Moreover, based on the findings of this research, among these programs, customer service has the most significant and customization has the lowest correlation with customer retention in e-banking of these banks.

Date: 2012
References: Add references at CitEc
Citations:

Downloads: (external link)
http://services.igi-global.com/resolvedoi/resolve. ... 4018/jeei.2012010102 (application/pdf)

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:igg:jeei00:v:3:y:2012:i:1:p:18-32

Access Statistics for this article

International Journal of E-Entrepreneurship and Innovation (IJEEI) is currently edited by Charice Hayes

More articles in International Journal of E-Entrepreneurship and Innovation (IJEEI) from IGI Global
Bibliographic data for series maintained by Journal Editor ().