Relationship between Customer Relation Management Performance and E-Banking Adoption : A Look at Malaysian Banking Industry
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...
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| Main Authors: | , , , |
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| Format: | Journal |
| Language: | en |
| Published: |
2009
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| Subjects: | |
| Online Access: | http://ur.aeu.edu.my/470/1/Relatioship%20between%20Customer%20Relation%20Management%20Performance%20and%20E-Banking%20Adoption%3B%20A%20Look%20at%20Malaysian%20Banking%20Industry-2-8.pdf http://ur.aeu.edu.my/470/ |
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| _version_ | 1831336451435921408 |
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| author | Samsudin, Wahab Nor Azila, Mohd Noor Juhary, Ali Kamaruzaman, Jusoff |
| author_facet | Samsudin, Wahab Nor Azila, Mohd Noor Juhary, Ali Kamaruzaman, Jusoff |
| author_sort | Samsudin, Wahab |
| building | AEU Library |
| collection | Institutional Repository |
| content_provider | Asia e University |
| content_source | AEU University Repository |
| continent | Asia |
| country | Malaysia |
| description | 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. |
| format | Journal |
| id | my-aeu-eprints.470 |
| institution | Asia e University |
| language | en |
| publishDate | 2009 |
| record_format | eprints |
| spelling | my-aeu-eprints.4702020-06-01T01:55:46Z http://ur.aeu.edu.my/470/ Relationship between Customer Relation Management Performance and E-Banking Adoption : A Look at Malaysian Banking Industry Samsudin, Wahab Nor Azila, Mohd Noor Juhary, Ali Kamaruzaman, Jusoff HD28 Management. Industrial Management 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. 2009-12 Journal NonPeerReviewed text en http://ur.aeu.edu.my/470/1/Relatioship%20between%20Customer%20Relation%20Management%20Performance%20and%20E-Banking%20Adoption%3B%20A%20Look%20at%20Malaysian%20Banking%20Industry-2-8.pdf Samsudin, Wahab and Nor Azila, Mohd Noor and Juhary, Ali and Kamaruzaman, Jusoff (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. |
| spellingShingle | HD28 Management. Industrial Management Samsudin, Wahab Nor Azila, Mohd Noor Juhary, Ali Kamaruzaman, Jusoff Relationship between Customer Relation Management Performance and E-Banking Adoption : A Look at Malaysian Banking Industry |
| title | Relationship between Customer Relation Management Performance and E-Banking Adoption : A Look at Malaysian Banking Industry |
| title_full | Relationship between Customer Relation Management Performance and E-Banking Adoption : A Look at Malaysian Banking Industry |
| title_fullStr | Relationship between Customer Relation Management Performance and E-Banking Adoption : A Look at Malaysian Banking Industry |
| title_full_unstemmed | Relationship between Customer Relation Management Performance and E-Banking Adoption : A Look at Malaysian Banking Industry |
| title_short | Relationship between Customer Relation Management Performance and E-Banking Adoption : A Look at Malaysian Banking Industry |
| title_sort | relationship between customer relation management performance and e-banking adoption : a look at malaysian banking industry |
| topic | HD28 Management. Industrial Management |
| url | http://ur.aeu.edu.my/470/1/Relatioship%20between%20Customer%20Relation%20Management%20Performance%20and%20E-Banking%20Adoption%3B%20A%20Look%20at%20Malaysian%20Banking%20Industry-2-8.pdf http://ur.aeu.edu.my/470/ |
| url_provider | http://ur.aeu.edu.my/ |