An empirical investigation on the effects of electronic banking on key customer relationship management
In recent years, there has been good progress on information and communication technology influencing businesses with a new emerging concept called customer relationship management (CRM) and it has made significant changes in electronic banking. The primary objective of this paper is to survey elect...
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Growing Science
2013-12-01
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Online Access: | http://www.growingscience.com/msl/Vol3/msl_2013_328.pdf |
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doaj-69c57f6f6d1d4e11959d85f0f31c04b72020-11-24T22:18:42ZengGrowing ScienceManagement Science Letters1923-93351923-93432013-12-0131230133018An empirical investigation on the effects of electronic banking on key customer relationship managementKazem ChavoshiAli RamezanzadehSohrab AhmadvandKianoush Nazari AmalehBehnam RezaeiIn recent years, there has been good progress on information and communication technology influencing businesses with a new emerging concept called customer relationship management (CRM) and it has made significant changes in electronic banking. The primary objective of this paper is to survey electronic banking effects on key CRM components in one of Iranian banks in city of Tehran, Iran. The survey designs a questionnaire and distributes it among some experts in one of selected regions and the results are verified based on t-student and Freedman tests. Results show that all electronic banking services influence on CRM. In addition, that there are no significant differences among effects of electronic services on CRM but each CRM component has different effects on electronic services. In fact, according to freedman test, improving customer relationship process is the most important factor followed by providing appropriate service for each customer, providing appropriate service on appropriate time for each customer and providing appropriate service by appropriate channel for each customer.http://www.growingscience.com/msl/Vol3/msl_2013_328.pdfATMCRMElectronic banking (e-banking)Internet bankingMobile bankingTelephone banking |
collection |
DOAJ |
language |
English |
format |
Article |
sources |
DOAJ |
author |
Kazem Chavoshi Ali Ramezanzadeh Sohrab Ahmadvand Kianoush Nazari Amaleh Behnam Rezaei |
spellingShingle |
Kazem Chavoshi Ali Ramezanzadeh Sohrab Ahmadvand Kianoush Nazari Amaleh Behnam Rezaei An empirical investigation on the effects of electronic banking on key customer relationship management Management Science Letters ATM CRM Electronic banking (e-banking) Internet banking Mobile banking Telephone banking |
author_facet |
Kazem Chavoshi Ali Ramezanzadeh Sohrab Ahmadvand Kianoush Nazari Amaleh Behnam Rezaei |
author_sort |
Kazem Chavoshi |
title |
An empirical investigation on the effects of electronic banking on key customer relationship management |
title_short |
An empirical investigation on the effects of electronic banking on key customer relationship management |
title_full |
An empirical investigation on the effects of electronic banking on key customer relationship management |
title_fullStr |
An empirical investigation on the effects of electronic banking on key customer relationship management |
title_full_unstemmed |
An empirical investigation on the effects of electronic banking on key customer relationship management |
title_sort |
empirical investigation on the effects of electronic banking on key customer relationship management |
publisher |
Growing Science |
series |
Management Science Letters |
issn |
1923-9335 1923-9343 |
publishDate |
2013-12-01 |
description |
In recent years, there has been good progress on information and communication technology influencing businesses with a new emerging concept called customer relationship management (CRM) and it has made significant changes in electronic banking. The primary objective of this paper is to survey electronic banking effects on key CRM components in one of Iranian banks in city of Tehran, Iran. The survey designs a questionnaire and distributes it among some experts in one of selected regions and the results are verified based on t-student and Freedman tests. Results show that all electronic banking services influence on CRM. In addition, that there are no significant differences among effects of electronic services on CRM but each CRM component has different effects on electronic services. In fact, according to freedman test, improving customer relationship process is the most important factor followed by providing appropriate service for each customer, providing appropriate service on appropriate time for each customer and providing appropriate service by appropriate channel for each customer. |
topic |
ATM CRM Electronic banking (e-banking) Internet banking Mobile banking Telephone banking |
url |
http://www.growingscience.com/msl/Vol3/msl_2013_328.pdf |
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