The Antecedents of Customer Relationship in E-Banking Industry

Tsung‐Hsien Kuo

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Customer Service Quality and Loyalty Technology Adoption and User Behaviour Banking Sector Performance and Management

Abstract

[[abstract]]The present study investigates (1) the effect of the bank customer's personal factors (gender, age, educational background) on their perception of their technology readiness (TR), customer relationship management (CRM) of the financial services and relationship quality (RQ) with the bank, and (2) the relationships among TR, CRM, and RQ. This study conducts an empirical study of customers from 12 local banks (n = 713) in Taiwan. Results show that personal factors significantly influence TR and CRM. The study also learns that TR has a significant impact on CRM and RQ, and CRM has significant influences on RQ.

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References

1990Relationship Quality in Services Selling: An Interpersonal Influence Perspective 2000Technology Readiness Index (Tri)1992Marketing Services: Competing Through Quality 1995The Effects of Perceived Interdependence on Dealer Attitudes 1994Managing Customer Relationships for Profit: The Dynamics of Relationship Quality 2007Integrating technology readiness into technology acceptance: The TRAM model 2003Measuring the quality of relationships in consumer services: an empirical study 2007The effect of service employees’ technology readiness on technology acceptance

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2020Comparative Study of Service Quality on VIP Customer Satisfaction in Internet Banking: South Korea Case

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