Relationship between customer relation management performance and e-banking adoption: a look at Malaysian banking industry

• Main Authors: Wahab, Samsudin, Mohd Noor, Nor Azila, Ali, Juhary, Jusoff, Kamaruzaman
• 格式: Article
• 語言: English
• 出版: Canadian Center of Science and Education 2009
• 主題: HD28 Management. Industrial Management; HG Finance
• 在線閱讀: http://repo.uum.edu.my/20753/1/IJBM%204%2012%202009%20122%20128.pdf; http://repo.uum.edu.my/20753/; http://doi.org/10.5539/ijbm.v4n12p122

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....