Customers Perception on E-CRM Technology: A Comparative Study

Hota, Swetaleena

doi:10.1149/10701.10171ecst

Cited by 4 publications

(5 citation statements)

References 4 publications

(4 reference statements)

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“…This paper brings to light the importance of investing in technological for ensuring smooth operations which is very essential for meeting customers' expectations and satisfaction. As opined by Hota [15] , customer satisfaction is the key to a banks success and the banks should prioritize efficiency and reliability of their banking system. Understanding the mediating role of customer satisfaction can guide banks in strategizing their efforts.…”

Section: Discussionmentioning

confidence: 99%

“…Positive feedback from customers helps banks to take risks in the market and include innovative ideas and establish customer loyalty and establish a high service value. As per the workings of Hota [15] , enabling effective customer service that is quick enough to solve queries and issues promotes customer satisfaction. E-banking is developed by stressing tenability and reliability.…”

Section: Review Of Literaturementioning

confidence: 99%

“…As per the critical analysis of Beshir and Zelalem [11] , customer knowledge and their journey with a service need to be properly analyzed before coming up with a new approach or service in the market. Customers willingly engage with services that are unique and meet their expectations in every possible way [15] . The banking sector needs to include the feedback collected from customers for improving their services.…”

Section: Hypothesis 4 (H4) a Positive Association Is Seen Between Ser...mentioning

confidence: 99%

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The mediating role of customer satisfaction for a sustainable e-banking performance

Mohapatra,

Kumar,

Shirmila

et al. 2024

Environ. Soc. Psychol.

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Information and communication technologies have created a revolution in the approach of companies and customers. Digitalisation has led to the adoption of Electronic Banking worldwide befitting not only the user but also the banking industry. In this study primary data was collected from 374 participants using stratified random sampling. Using Smart PLS3 (Christian M.Ringle, Germany) and Structure Equation Modelling fitness of the model and reliability were derived, and this study has revealed that customer satisfaction affects retention which is directly influenced by efficiency, quality of service and reliability. It has revealed that for retaining customers when the mediator used is customer satisfaction, there is a significant impact of reliability, efficiency and service quality. Through these researches E-banking’s four main components, that is, reliability of services, the quality of services rendered, satisfaction of customers and efficiency has been specified.

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Section: Discussionmentioning

confidence: 99%

Section: Review Of Literaturementioning

confidence: 99%

Section: Hypothesis 4 (H4) a Positive Association Is Seen Between Ser...mentioning

confidence: 99%

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The mediating role of customer satisfaction for a sustainable e-banking performance

Mohapatra,

Kumar,

Shirmila

et al. 2024

Environ. Soc. Psychol.

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“…According to Panda et al [3,4] , the organization's sustainability depends on the quick and better services that lead to customer retention and satisfaction, finally giving rise to profitability. As per Hota [5] , customer satisfaction is essential for organizational stability and sustainability. However, in a true sense, an organization can sustain itself due to a healthy work culture and the proper use of human capital, which helps increase customer satisfaction and retention.…”

Section: Introductionmentioning

confidence: 99%

Sustainability of banking professionals through the mediating role of employee engagement among organisational citizenship behaviour and job satisfaction

Panigrahi,

Khaire,

Hota

et al. 2023

Environ. Soc. Psychol.

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In the dynamic banking industry, job satisfaction, organizational citizenship behavior (OCB), and employee engagement are interconnected. The study on Indian public and private banks examines how these factors ensure long-term viability and global competitiveness. Employee engagement, job satisfaction, and organizational citizenship behavior (OCB) are studied. Job satisfaction and OCB are examined to see if employee engagement mediates. This study prompted the banking sector’s growing awareness of the need to retain and satisfy employees and customers for profitability and stability. To achieve these goals, you must understand these variables’ complex relationships. A sample of 234 Indian public and private bank employees represents the banking workforce. The cross-sectional quantitative study used structured questionnaires. Statistical analysis was rigorous with Smart PLS 3 and structural equation modelling (SEM). Job satisfaction affects OCB and employee engagement. Job satisfaction and organizational citizenship are mediated by employee engagement. This novel study empirically examines the complex relationships between these banking industry factors. This study can help bank managers and policymakers retain customers and improve organizational effectiveness.

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“…Again, few banks have succeeded in linking customer transactions. Some banks report that they lose money on more than 45 percent of their retail customers (Hota, 2022).…”

Section: Introductionmentioning

confidence: 99%

Management of Customer Lifetime Value in Organizations

Mandal

2023

Journal of Business Ecosystems

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Companies should focus on customer lifetime value, its management, and on profitable customers for company growth. The objective of the study is to analyze customer lifetime value and to manage it effectively. The methodology adopted is a conceptual analysis of various aspects of customer lifetime value and its management. Companies should appreciate the importance of customer lifetime value and the connections among customer lifetime value, brand equity, and customer equity. They should develop and build customer lifetime value through various measures (viz., improvement in customer services, customer engagement, enhancing the growth potential of customers, management of unprofitable customers, rewarding profitable customers, and developing customer touch points). They should develop customer loyalty through trust and measure customer lifetime value. Academicians may suggest models that are effective in measuring customer lifetime value and identifying profitable customers. Managers may suggest effective strategies and initiatives for better management of customer lifetime value.

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Customers Perception on E-CRM Technology: A Comparative Study

Cited by 4 publications

References 4 publications

The mediating role of customer satisfaction for a sustainable e-banking performance

The mediating role of customer satisfaction for a sustainable e-banking performance

Sustainability of banking professionals through the mediating role of employee engagement among organisational citizenship behaviour and job satisfaction

Management of Customer Lifetime Value in Organizations

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