Relationship between customer relation management performance and e-banking adoption: a look at Malaysian banking industry
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....
| Main Authors: | , , , |
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| Format: | Article |
| Language: | English |
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Canadian Center of Science and Education
2009
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| Online Access: | https://repo.uum.edu.my/id/eprint/20753/1/IJBM%204%2012%202009%20122%20128.pdf |
| _version_ | 1803627962085408768 |
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| author | Wahab, Samsudin Mohd Noor, Nor Azila Ali, Juhary Jusoff, Kamaruzaman |
| author_facet | Wahab, Samsudin Mohd Noor, Nor Azila Ali, Juhary Jusoff, Kamaruzaman |
| author_sort | Wahab, Samsudin |
| collection | UUM |
| description | 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. Despite of the popular practice of CRM in various industries, and particularly in banking, there is still lack of empirical studies, investigating to what extent the CRM performance influences on e-banking adoption.Hypothesized relationships were tested using survey responses from a sample of 307 lecturers at three public universities located in the northern states of Malaysia.The results which were compared with earlier findings illustrated that CRM performance does offer a positive influence on e-banking adoption and implications for further research were also being discussed. |
| first_indexed | 2024-07-04T06:14:23Z |
| format | Article |
| id | uum-20753 |
| institution | Universiti Utara Malaysia |
| language | English |
| last_indexed | 2024-07-04T06:14:23Z |
| publishDate | 2009 |
| publisher | Canadian Center of Science and Education |
| record_format | dspace |
| spelling | uum-207532017-01-26T02:06:40Z https://repo.uum.edu.my/id/eprint/20753/ Relationship between customer relation management performance and e-banking adoption: a look at Malaysian banking industry Wahab, Samsudin Mohd Noor, Nor Azila Ali, Juhary Jusoff, Kamaruzaman HD28 Management. Industrial Management HG Finance 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. Despite of the popular practice of CRM in various industries, and particularly in banking, there is still lack of empirical studies, investigating to what extent the CRM performance influences on e-banking adoption.Hypothesized relationships were tested using survey responses from a sample of 307 lecturers at three public universities located in the northern states of Malaysia.The results which were compared with earlier findings illustrated that CRM performance does offer a positive influence on e-banking adoption and implications for further research were also being discussed. Canadian Center of Science and Education 2009 Article PeerReviewed application/pdf en cc4_by https://repo.uum.edu.my/id/eprint/20753/1/IJBM%204%2012%202009%20122%20128.pdf Wahab, Samsudin and Mohd Noor, Nor Azila and Ali, Juhary and Jusoff, Kamaruzaman (2009) Relationship between customer relation management performance and e-banking adoption: a look at Malaysian banking industry. International Journal of Business and Management, 4 (12). pp. 122-128. ISSN 1833-3850 http://doi.org/10.5539/ijbm.v4n12p122 doi:10.5539/ijbm.v4n12p122 doi:10.5539/ijbm.v4n12p122 |
| spellingShingle | HD28 Management. Industrial Management HG Finance Wahab, Samsudin Mohd Noor, Nor Azila Ali, Juhary Jusoff, Kamaruzaman Relationship between customer relation management performance and e-banking adoption: a look at Malaysian banking industry |
| title | Relationship between customer relation management performance and e-banking adoption: a look at Malaysian banking industry |
| title_full | Relationship between customer relation management performance and e-banking adoption: a look at Malaysian banking industry |
| title_fullStr | Relationship between customer relation management performance and e-banking adoption: a look at Malaysian banking industry |
| title_full_unstemmed | Relationship between customer relation management performance and e-banking adoption: a look at Malaysian banking industry |
| title_short | Relationship between customer relation management performance and e-banking adoption: a look at Malaysian banking industry |
| title_sort | relationship between customer relation management performance and e banking adoption a look at malaysian banking industry |
| topic | HD28 Management. Industrial Management HG Finance |
| url | https://repo.uum.edu.my/id/eprint/20753/1/IJBM%204%2012%202009%20122%20128.pdf |
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