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Customer relationship management in banking industry: Modern approach
16 references·0 citing·48 second hopsampled
Customer relationship management in banking industry: Modern approach (2017)Customer relationship management in banki…Mobile banking service quality and customer relationships (2017)Mobile banking service qualit…Examining customers’ continuance intentions towards internet banking usage (2017)Examining customers’ continua…Consumer perspectives about mobile banking adoption in India – a cluster analysis (2017)Consumer perspectives about m…Consumer initial trust toward internet-only banks in France (2017)Consumer initial trust toward…Apps for mobile banking and customer satisfaction: a cross-cultural study (2017)Apps for mobile banking and c…The impact of communication channels on mobile banking adoption (2016)The impact of communication c…Impact of service quality on customer satisfaction in private and public sector banks (2016)Impact of service quality on …RETRACTED: Innovation adoption across self-service banking technologies in India (2015)RETRACTED: Innovation adoptio…The determinants of satisfaction with e‐banking (2013)The determinants of satisfact…Measuring effectiveness of customer relationship management in Indian retail banks (2012)Measuring effectiveness of cu…Relationship marketing and the management of corporate image in the bank‐SME relationship (2011)Relationship marketing and th…Consumer's expectations from mobile CRM services: a banking context (2011)Consumer's expectations from …Predicting young consumers' take up of mobile banking services (2010)Predicting young consumers' t…Supplier‐customer relationship management and customer loyalty (2007)Supplier‐customer relationshi…Can banks improve customer relationships with high quality online services? (2007)Can banks improve customer re…Quality and customer relationship management (CRM) as competitive strategy in the Swedish banking industry (2005)Quality and customer relation…A Review of Scale Development Practices in the Study of Organizations (1995)Understanding Relationship Marketing Outcomes (2002)Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis (2006)Antecedents of customer satisfaction: a study of Indian public and private sector banks (2013)Social customer relationship management: An integrated conceptual framework (2018)Customer relationship management systems (CRMS) in the healthcare environment: A systematic literature review (2020)Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)Structural Equations with Latent Variables (1989)User Acceptance of Computer Technology: A Comparison of Two Theoretical Models (1989)Social comparison, materialism, and compulsive buying based on stimulus-response-model: a comparative study among adolescents and young adults (2018)Customer experience in digital banking: a review and future research directions (2022)Competitive Strategy: Techniques for Analyzing Industries and Competitors (1980)Out of the Crisis (1982)Zero defections: quality comes to services. (1990)CRM literature: conceptual and functional insights by keyword analysis (2009)Structural equation modeling in practice: A review and recommended two-step approach. (1988)The theory of planned behavior (1991)Mobile-banking adoption by Iranian bank clients (2012)Adoption readiness, personal innovativeness, perceived risk and usage intention across customer groups for mobile payment services in India (2014)Determining factors in the adoption and recommendation of mobile wallet services in India: Analysis of the effect of innovativeness, stress to use and social influence (2019)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)The Commitment-Trust Theory of Relationship Marketing (1994)The effect of service quality on trust and commitment varying across generations (2009)The relationship between service quality and retention within the automated and traditional contexts of retail banking (2009)Building loyalty with online financial services customers: Is there a gender difference? (2013)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Customer Satisfaction, Market Share, and Profitability: Findings From Sweden (1994)Service quality, customer satisfaction, and loyalty in the banking sector (2018)A Study of Relationship Among Service Quality of E-Commerce Websites, Customer Satisfaction, and Purchase Intention (2020)Financial Inclusion and Its Ripple Effects on Socio-Economic Development: A Comprehensive Review (2024)Development of an Instrument to Measure the Perceptions of Adopting an Information Technology Innovation (1991)Trust and TAM in Online Shopping: An Integrated Model1 (2003)Exploring technology readiness for mobile payment app users (2019)A Framework of Mobile Banking Adoption in India (2020)Extending UTAUT2 in M-banking adoption and actual use behavior: Does WOM communication matter? (2021)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)The influence of e-banking service quality on customer loyalty (2019)A study on factors affecting service quality and loyalty intention in mobile banking (2020)Impact of online convenience on mobile banking adoption intention: A moderated mediation approach (2020)Principles and Practice of Structural Equation Modeling (1998)Does quality stimulate customer satisfaction where perceived value mediates and the usage of social media moderates? (2020)Service quality, customer satisfaction and customer value: holistic determinants of loyalty and word-of-mouth in services (2021)Mengukur Kepuasan Pelanggan (2023)Factors influencing consumer loyalty: evidence from the Ghanaian retail banking industry (2019)Examining Customers’ Continuance Intentions towards E-wallet Usage: The Emergence of Mobile Payment Acceptance in Vietnam (2020)Impact of Social Media Marketing on Consumer’s Purchase Intentions: The Mediating role of Customer Trust (2020)
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References

  • 2010Predicting young consumers' take up of mobile banking services640 cited
  • 2017Mobile banking service quality and customer relationships300 cited
  • 2016Impact of service quality on customer satisfaction in private and public sector banks197 cited
  • 2017Apps for mobile banking and customer satisfaction: a cross-cultural study150 cited
  • 2005Quality and customer relationship management (CRM) as competitive strategy in the Swedish banking industry148 cited
  • 2013The determinants of satisfaction with e‐banking136 cited
  • 2017Consumer perspectives about mobile banking adoption in India – a cluster analysis128 cited
  • 2007Can banks improve customer relationships with high quality online services?128 cited
  • 2012Measuring effectiveness of customer relationship management in Indian retail banks123 cited
  • 2017Examining customers’ continuance intentions towards internet banking usage110 cited
  • 2016The impact of communication channels on mobile banking adoption109 cited
  • 2007Supplier‐customer relationship management and customer loyalty98 cited
  • 2017Consumer initial trust toward internet-only banks in France72 cited
  • 2015RETRACTED: Innovation adoption across self-service banking technologies in India71 cited

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2011
Consumer's expectations from mobile CRM services: a banking context
55 cited
  • 2011Relationship marketing and the management of corporate image in the bank‐SME relationship55 cited
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