Benefits of e-CRM for financial services providers

Darajeh, Mohammad Reza; Tahajod, Maryam

doi:10.1109/icfte.2010.5499419

Cited by 4 publications

(3 citation statements)

References 9 publications

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“…Additionally, scholars of computer interaction and designers of e-commerce were in agreement that online trust is important in e-CRM [62]. Moreover, trust can become assurance between parties in their formation of long-term relationships [63]. As a result, this study investigated the following hypothesis: Hypothesis 2 (H2).…”

Section: Trustmentioning

confidence: 96%

Evaluating Electronic Customer Relationship Management System Success: The Mediating Role of Customer Satisfaction

et al. 2022

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This study evaluated the relationships among variables in electronic customer relationship management (e-CRM) success. The purpose of this paper is to examine the effect of technological readiness, privacy, COVID-19, customer pressure, trust, level of service quality, and customer satisfaction. Quantitative research methods were applied in examining the causal associations among the primary variables of the study. We used a sample approach called purposive sampling. Data was obtained from 390 completed questionnaires collected from employees, who took part in CRM technology activities, working in Jordanian firms. Data was analyzed via AMOS software version 22, and hypotheses were examined by applying structural equation modelling (SEM). Results revealed that technological readiness, COVID-19, customer pressure, and customer satisfactions had a positive effect on e-CRM success system. Moreover, the study showed that technological readiness, privacy, and level of service quality positively affected customer satisfaction. Additionally, the mediation of customer satisfaction on the association between trust and success of e-CRM system, and also between level of service quality and e-CRM system success, was demonstrated. Practical implications: In practice, this study can help managers and practitioners in implementing e-CRM systems. Moreover, it can drive further empirical studies on the relations among technological readiness, privacy, COVID-19, customer pressure, trust, and level of service quality, besides customer satisfaction. Only few studies had looked into the variables in the success of e-CRM system, in emerging industries of developing countries, specifically, among technological readiness, privacy, COVID-19, customer pressure, trust, level of service quality, and customer satisfaction. These gaps were addressed in this study. The current model is also relatively constrained, so it may be expanded in further studies. For instance, the construct of culture might be incorporated to the model to make it more thorough in its examination of the topic at issue.

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Section: Trustmentioning

confidence: 96%

Evaluating Electronic Customer Relationship Management System Success: The Mediating Role of Customer Satisfaction

et al. 2022

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“…Online trust in the E-CRM is an important topic for human–computer interaction researchers and e-commerce designers (Hwang, 2009). For a long-lasting relationship with customers, the satisfaction, cooperation and trust are considered as an assurance between the parties to build up long-term relationships (Darajeh and Tahajod, 2010). In consumer marketing research, the causal relationship between trust and satisfaction has been discussed for many years.…”

Section: Research Hypotheses and Modelmentioning

confidence: 99%

The impact of trust, privacy and quality of service on the success of E-CRM: the mediating role of customer satisfaction

Dehghanpouri

Soltani

Rostamzadeh

2020

JBIM

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Purpose The purpose of this paper is to examine the effect of trust, privacy, service quality and customer satisfaction on the success of electronic customer relationship management (E-CRM) systems. Design/methodology/approach In this paper, a new model for determining the critical factors in the success of E-CRM systems is presented. The suggested model is verified using partial least squares with structural equation modeling. A questionnaire is designed and collected from 378 taxpayers in East Azerbaijan province of Iran. Findings The outcomes reveal that customer satisfaction is significantly influenced by the perceived quality of service. Customer satisfaction, in turn, is significantly impacted by the trust. Therefore, the quality of service, trust and privacy, through customer satisfaction, significantly affects the success of E-CRM systems. Research limitations/implications The main limitation can be referred to the clients that would not cooperate well as they were avoiding to give much information about the financial issue. Also, the study was conducted only in the context of Iran and a limit sample was utilized. Practical implications The research results help service providers improve E-CRM. Originality/value This study sheds light on identifying the antecedents of trust, privacy and quality of service that affect customer satisfaction; it may contribute to the theoretical framework for customer satisfaction in the context of the E-CRM. The results of the research offer practical implications for marketing managers and practitioners who prepare strategic plans and implement tools to improve the productivity or performance of the E-CRM systems. Moreover, customer satisfaction is related to the success of E-CRM systems as a result of trust, privacy and service quality. This research offers new insights into E-CRM intentions from a taxpayer in Iran.

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“…Therefore, organizations are eager to implement e-CRM tactics in order to reduce customer-service costs, strengthen customer relationships, and most importantly, personalize marketing messages and enable mass customization (Darajeh & Tahajod, 2010). And also increases customer loyalty and customer retention by boosting customer satisfaction which is one of the primary goals of e-CRM.…”

Section: Literature Review Electronic Customer Relationship Managemen...mentioning

confidence: 99%

The Effect of E-CRM on Customer Delight “An Applied Study on Mobile Telecommunication Companies in Mansoura City”

Hassan,

El-Agamy,

Elbishbishi

2023

RIJCS

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Benefits of e-CRM for financial services providers

Cited by 4 publications

References 9 publications

Evaluating Electronic Customer Relationship Management System Success: The Mediating Role of Customer Satisfaction

Evaluating Electronic Customer Relationship Management System Success: The Mediating Role of Customer Satisfaction

The impact of trust, privacy and quality of service on the success of E-CRM: the mediating role of customer satisfaction

The Effect of E-CRM on Customer Delight “An Applied Study on Mobile Telecommunication Companies in Mansoura City”

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