Relationship between E-CRM, Customer Experience, Customer Satisfaction and Customer Loyalty in Banking Industry: A Review of Literature

E-banking Customer Satisfaction and Loyalty: Evidence from Serial Mediation through Modified E-S-QUAL Model and Second-Order PLS-SEM

“…The outcomes proved a significant and positive impact of religiosity as a mediator. These findings are also consistent with the previous literature, for instance, Tanim et al (2021), Kumar and Mokha (2021), Bukhari et al (2020), Ahmed et al (2019), Dodds et al (1991), Shaharudin et al (2010), Dusuki and Abdullah (2007), Haron et al (1994), andRakrachakarn et al (2015). The research results showed that the Islamic ebanking sector should increase awareness of their services, improve promotional and advertisement campaigns for long-run competitive growth.…”

“…Similarly, Yaseen and Kamran (2019), Yen and Lu (2008), Garzaro et al (2020), Amin (2016), Singh and Kaur (2013), and Sakhaei et al (2014) exhibited that security & privacy has a significant and affirmative association with e-customer satisfaction. Previous studies also demonstrated an affirmative and significant association between fulfillment and e-customer satisfaction (Kumar & Mokha, 2021;Singh, 2019;Mahadin et al, 2020;Hammoud et al, 2018;Rajaobelina et al, 2019;Sheng & Leu, 2010;Ali & Raza, 2017;Ahmed et al, 2019;Chen, 2013). Preceding studies, for instance, Hammoud et al (2018), Ho et al (2012), Raza et al (2019), Ahmed et al (2020), Suleman et al (2012), and Amin (2016) have confirmed that the availability of online system has a significant and positive influence on ecustomer satisfaction.…”

“…However, fulfillment estimates the website application, operation & performance. The online system availability comprises the technical infrastructure and effectiveness of websites (Kumar & Mokha, 2021;Azizah & Puspito, 2021;Raza et al, 2020). E-S-QUAL model, esystem quality, information, and e-services quality have become significant elements to evaluate the electronic service quality of e-customers satisfaction and e-customer loyalty in online services industries (Rahmawati & Sentana, 2021;Chang et al, 2009;Vinayek & Jindal, 2011;Rodgers et al, 2005).…”

The Influence of E-Customer Relationship Management on Customer Experience in E-Banking Service

“…In particular, in the banking industry, which is witnessing fierce competition, there is an urgent need to develop and implement an integrated approach to managing relationships with customers via the Internet (Khasawneh & bu-Shanab, 2012;Oumar et al 2017;Nobar & Rostamzadeh, 2018). A careful reading of the marketing literature indicates the importance of variables such as electronic customer relationship management and customer experiences, but there are shortcomings in the research efforts which test the relationship between the two mentioned variables (Kumar & Mokha, 2021). Therefore, the current study came to enrich the field of marketing research by seeking to measure the customer's experience and know its conformity with the customer's expectations, then explore the aspects and strength of the relationship between E-CRM and the customer's experience in the Iraqi business environment and within a sector that has long been described as the beating heart and lifeblood of the modern economy, it is the banking sector.…”

“…Evidently, the banking industry quickly found that the use of traditional methods of customer service is outdated (Couto et al 2013;Vejacka & Stofa, 2017). The technology has offered great opportunities for banks to improve customer service, and it has also brought challenges that required the adoption of new methodology and techniques in formulating and implementing their marketing strategies and relationships with customers (Oecd, 2020;Kumar & Mokha, 2021). The E-service is among the most real evidence of the banking industry's grasp of changes and new trends in fulfilling customer demands (Jain & Sarupria, 2020).…”