The Role of Customer Relationship Management on Enhancing the Customers’ Satisfaction in the Banks in Palestine

Iriqat, Raed A. M.; Daqar, Mohannad A. M. Abu

doi:10.5539/mas.v11n12p84

Cited by 14 publications

(6 citation statements)

References 28 publications

(32 reference statements)

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“…According to Iriqat and Daqar (2017b) in their study, the impact of CRM has influencing factors, such as service quality, employee's behavior and customer's database on long-term customer loyalty, this study finds a positive relationship between both variables, and a strong impact on employee's behavior and loyalty; which means if employee's deal fair enough with consumers, they will be satisfied. As a result, they will become loyal.…”

Section: Crm Customer Loyalty and Satisfactionmentioning

confidence: 89%

The Impact of Consumer Buying Behavior on Customer Relationship Management in the Banking Sector

Daqar

Smoudy²

2019

IRMM

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The main aim of this study is to investigate the impact of customer relationship management (CRM) on consumer buying behavior. The researcher used primary data through a close-ended structured survey were distributed at banks customers in Palestine, and the second source of data is the interviews with selective banks top management in Palestine who is dealing with CRM. The results of this research work revealed that there is a positive strong relationship between CRM and consumer buying behavior. Consumer buying behavior explained 75.75% of the variance (R² = 0.7575, F (1,98) = 375,703, P < 0.05). The researchers found that consumers buying behavior significantly predicted CRM. Moreover, integrated marketing communication tools have no significant impact on consumers buying decisions, sales promotion is the most important tool that has a consensus from the respondents that it affects their decisions. The study recommends banks to update their CRM systems to obtain the most recent data about their customers along with adopting the last cutting-edge technologies used in CRM systems to better analyzing the customers' data. Furthermore, researches advice banks to have better views about the benefits of successful CRM systems within the same industry in order to obtain a comprehensive and precise system that could gain more benefits for customers in one hand, and on the other hand gain more profits for the banks by retaining the profitable loyal customers.

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Section: Crm Customer Loyalty and Satisfactionmentioning

confidence: 89%

The Impact of Consumer Buying Behavior on Customer Relationship Management in the Banking Sector

Daqar

Smoudy²

2019

IRMM

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“…Many prior studies have emphasied on the role and effect of service quality and behavior of employees on the effciency of the firms. Even, many researchers have studied these aspects as factors within the CRM system.Positive word-of-mouth from a satisfied customer can be a zero-investment advertisement agent (Iriqat and Daqar, 2017). However, in today's contactless-yet-connected world, it is necessary to evaluate the role played by these factors(viz.…”

Section: Relevance Of the Studymentioning

confidence: 99%

“…Further, customer satisfaction is a more individualistic phenomenon as the preferences and need of each customer vary from individual to individual (Popovich, 2003). Iriqat and Daqar (2017) have outlined customer satisfaction as a measure to evaluate if the product or service bundle supplied by the organization converges or surpasses the expectations of the customer or not. It acts as a parameter to assess the firm's position in the market and a yardstick for improvement.…”

Section: Introductionmentioning

confidence: 99%

Does Service Quality Only Influence Bank Sustainability with the Presence of Employee Behavior and E-Customer Relationship Management?

Behera¹,

Guru²,

Mahapatra³

et al. 2022

Atlantis Highlights in Social Sciences, Education and Humanities

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In a dynamic economy, banks are competing with one another to catch more pieces of market share. Especially in-service industry, the sustainability of the firms is highly influenced by customers' satisfaction. In this context, this paper looks into the e-Customer Relationship Management (CRM) as a cutting-edge complete methodology for initiating, retaining and extending customers' relationship for bank sustainability. The main aim of this paper is to dissect the impact of employee behavior and service quality on bank sustainability, mediated by e-customer relationship management. Both direct impact and indirect impact has been analysed. Data are collected through a questionnaire method. A final sample of two hundred bank customers has been retained after checking the missing values and unengaged responses. The research work is confined to Balangir District of Odisha. Structural equation modelling with a mediation variable is applied for hypothesis testing after examining construct validity, reliability, composite reliability and model fit indices. It is found that employee behavior has no direct impact on bank sustainability; however, it has indirect impact with e-customer relationship management as mediation variable. Moreover, the impact of service quality is insignificant on bank sustainability; however, the same mediating variable has resulted to an indirect impact. The finding of this study can help the bankers for policy formulation in regard to Bank's sustainability.

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“…Again, Hassani et al [50] collected and analyzed the data sources, research focus, technologies being used, and data analytical tools, giving a better understanding of DM's application in the banking sector. Iriqat and Daqar [51] determined the role of CRM on customer satisfaction in the banking sector of Palestine. The data collected showed that the two predictors-service quality and CRM system integration-explained 64.2%v of the variance showing a positive impact on customer satisfaction.…”

Section: Business-specific Crm Applicationsmentioning

confidence: 99%

Amalgamation of Customer Relationship Management and Data Analytics in Different Business Sectors—A Systematic Literature Review

et al. 2021

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Customization of products or services is a strategy that the business sector has embraced to build a better relationship with the customers to cater to their individual needs and thus providing them a fulfilling experience. This whole process is known as customer relationship management (CRM). In this context, we extensively surveyed 138 papers published between 1996 and 2021 in the area of analytical CRM. Although this study consisted of papers from different business sectors, a fair share of focus was directed to the telecommunication industry and generalized CRM techniques usages. Different science and engineering-based data repositories were studied to ascertain significant studies published in scientific journals, conferences, and articles. The research works on CRM were considered and separated into IT and non-IT-based techniques to study the methods used in different business sectors. The main target behind implementing CRM is for the better revenue growth of the company. Different IT and non-IT-based techniques are used in the analytical CRM area to achieve this target, and researchers have been actively involved in this domain. The purpose of the research was to show the impact of IT-based techniques in the business world. A detailed future course of research in this area was discussed.

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The Role of Customer Relationship Management on Enhancing the Customers’ Satisfaction in the Banks in Palestine

Cited by 14 publications

References 28 publications

The Impact of Consumer Buying Behavior on Customer Relationship Management in the Banking Sector

The Impact of Consumer Buying Behavior on Customer Relationship Management in the Banking Sector

Does Service Quality Only Influence Bank Sustainability with the Presence of Employee Behavior and E-Customer Relationship Management?

Amalgamation of Customer Relationship Management and Data Analytics in Different Business Sectors—A Systematic Literature Review

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