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

Preview

PDF Available under License Attribution 4.0 International (CC BY 4.0). Download (113kB) | Preview

Abstract

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.

Item Type:	Article
Uncontrolled Keywords:	Customer relationship, Management performance, E-Banking, Adoption
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management H Social Sciences > HG Finance
Divisions:	Othman Yeop Abdullah Graduate School of Business
Depositing User:	Prof. Dr. Nor Azila Mohd Nor
Date Deposited:	26 Jan 2017 02:06
Last Modified:	26 Jan 2017 02:06
URI:	https://repo.uum.edu.my/id/eprint/20753

Actions (login required)

View Item