Staff View: Technology trust and e-banking adoption: the mediating effect of customer relationship management performance

Technology trust and e-banking adoption: the mediating effect of customer relationship management performance

The electronic revolution in the Malaysian banking sector has started in the 1970's. The first visible form of electronic innovation in the Malaysian banking industry was the introduction of Automated Teller Machines in 1981. Finally, on June 1, 2000, the Malaysian Central Bank gave the green l...

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Main Authors:	Wahab, Samsudin, Mohd Noor, Nor Azila, Ali, Juhary
Format:	Article
Language:	English
Published:	Institut Teknologi Bandung 2009
Subjects:	HD28 Management. Industrial Management T Technology (General)
Online Access:	http://repo.uum.edu.my/20741/1/AJTM%202%202%202009%2040%2049.pdf http://repo.uum.edu.my/20741/ http://journal.sbm.itb.ac.id/index.php/ajtm/article/view/178
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id	my.uum.repo.20741
record_format	eprints
spelling	my.uum.repo.207412017-01-24T08:03:31Z http://repo.uum.edu.my/20741/ Technology trust and e-banking adoption: the mediating effect of customer relationship management performance Wahab, Samsudin Mohd Noor, Nor Azila Ali, Juhary HD28 Management. Industrial Management T Technology (General) The electronic revolution in the Malaysian banking sector has started in the 1970's. The first visible form of electronic innovation in the Malaysian banking industry was the introduction of Automated Teller Machines in 1981. Finally, on June 1, 2000, the Malaysian Central Bank gave the green light for locally owned commercial banks to offer Internet banking services. Due to the drastic changes in the business environment, it leads financial institutions to revise their marketing strategies to stress long-lasting relationships with customers. Relationships is important criteria in the selection of private bank. In many conditions, customer satisfaction mediates the relationship between antecedent’s factors and marketing performance. Hence, CRM performance is about maintaining good relationship and repurchases behavior, word-of-mouth and customer retention. Trust has been studied in traditional physical commercial environments. In the marketing and management literatures, trust is strongly associated with attitudes toward products, services, and purchasing behaviors. So that, the main objective of this research paper is to investigate the role of CRM performance as the mediator in the relationship between trust and E-Banking adoption. Hence, this empirical paper confirmed the role of customer relationship management performance as the mediators in the relationship between trust and electronic banking adoption. Institut Teknologi Bandung 2009 Article PeerReviewed application/pdf en cc4_by http://repo.uum.edu.my/20741/1/AJTM%202%202%202009%2040%2049.pdf Wahab, Samsudin and Mohd Noor, Nor Azila and Ali, Juhary (2009) Technology trust and e-banking adoption: the mediating effect of customer relationship management performance. The Asian Journal of Technology Management, 2 (2). pp. 40-49. ISSN 1978-6956 http://journal.sbm.itb.ac.id/index.php/ajtm/article/view/178
institution	Universiti Utara Malaysia
building	UUM Library
collection	Institutional Repository
continent	Asia
country	Malaysia
content_provider	Universiti Utara Malaysia
content_source	UUM Institutionali Repository
url_provider	http://repo.uum.edu.my/
language	English
topic	HD28 Management. Industrial Management T Technology (General)
spellingShingle	HD28 Management. Industrial Management T Technology (General) Wahab, Samsudin Mohd Noor, Nor Azila Ali, Juhary Technology trust and e-banking adoption: the mediating effect of customer relationship management performance
description	The electronic revolution in the Malaysian banking sector has started in the 1970's. The first visible form of electronic innovation in the Malaysian banking industry was the introduction of Automated Teller Machines in 1981. Finally, on June 1, 2000, the Malaysian Central Bank gave the green light for locally owned commercial banks to offer Internet banking services. Due to the drastic changes in the business environment, it leads financial institutions to revise their marketing strategies to stress long-lasting relationships with customers. Relationships is important criteria in the selection of private bank. In many conditions, customer satisfaction mediates the relationship between antecedent’s factors and marketing performance. Hence, CRM performance is about maintaining good relationship and repurchases behavior, word-of-mouth and customer retention. Trust has been studied in traditional physical commercial environments. In the marketing and management literatures, trust is strongly associated with attitudes toward products, services, and purchasing behaviors. So that, the main objective of this research paper is to investigate the role of CRM performance as the mediator in the relationship between trust and E-Banking adoption. Hence, this empirical paper confirmed the role of customer relationship management performance as the mediators in the relationship between trust and electronic banking adoption.
format	Article
author	Wahab, Samsudin Mohd Noor, Nor Azila Ali, Juhary
author_facet	Wahab, Samsudin Mohd Noor, Nor Azila Ali, Juhary
author_sort	Wahab, Samsudin
title	Technology trust and e-banking adoption: the mediating effect of customer relationship management performance
title_short	Technology trust and e-banking adoption: the mediating effect of customer relationship management performance
title_full	Technology trust and e-banking adoption: the mediating effect of customer relationship management performance
title_fullStr	Technology trust and e-banking adoption: the mediating effect of customer relationship management performance
title_full_unstemmed	Technology trust and e-banking adoption: the mediating effect of customer relationship management performance
title_sort	technology trust and e-banking adoption: the mediating effect of customer relationship management performance
publisher	Institut Teknologi Bandung
publishDate	2009
url	http://repo.uum.edu.my/20741/1/AJTM%202%202%202009%2040%2049.pdf http://repo.uum.edu.my/20741/ http://journal.sbm.itb.ac.id/index.php/ajtm/article/view/178
_version_	1644283042647244800
score	13.211869

Technology trust and e-banking adoption: the mediating effect of customer relationship management performance

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