The Influence of e‐CRM Competitive Advantage on e‐CRM Performance in the Indian Banking Industry

Jasveen Kaur · Baljit Kaur

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Banking Sector Performance and Management Customer Service Quality and Loyalty Corporate Governance and Management

Abstract

e‐CRM competitive advantage attained through e‐CRM tools and techniques is a positive indicator of the financial and non‐financial performance of the banks in India, thereby boosting the overall banks’ profitability.

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References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 1999Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives 1988On the Evaluation of Structural Equation Models 1996Using the balanced scorecard as a strategic management system 1995A step-by-step approach to using the SAS system for factor analysis and structural equation modeling 2004The impact of supply chain management practices on competitive advantage and organizational performance 1997Information technology as competitive advantage: the role of human, business, and technology resources 2001Transforming the Balanced Scorecard from Performance Measurement to Strategic Management: Part I

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2024Electronic customer relationship management and reputation: drivers of customer satisfaction and loyalty in digital-only banking

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