Relationship between Customer Relation Management Performance and E-Banking Adoption : A Look at Malaysian Banking Industry

• Main Authors: Samsudin, Wahab, Nor Azila, Mohd Noor, Juhary, Ali, Kamaruzaman, Jusoff
• 格式: 雜誌
• 語言: English
• 出版: 2009
• 主題: HD28 Management. Industrial Management
• 在線閱讀: http://ur.aeu.edu.my/470/1/Relatioship%20between%20Customer%20Relation%20Management%20Performance%20and%20E-Banking%20Adoption%3B%20A%20Look%20at%20Malaysian%20Banking%20Industry-2-8.pdf; http://ur.aeu.edu.my/470/

This study seeks to identify the relationship between CRM performance and e-banking adoption. CRM performance is the process of value creation which results into the customer behavior intention (retain, repurchase, positive word of mouth), customer satisfaction and loyalty towards the product/brand...