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A Study on Relationship Between Electronic Customer Relationship Management (E-CRM) and Customer Loyalty in the Banking Industry
16 references·0 citing·43 second hop
A Study on Relationship Between Electronic Customer Relationship Management (E-CRM) and Customer Loyalty in the Banking Industry (2020)A Study on Relationship Between Electroni…The impact of the E- CRM (expected security and convenience of website design) on E- loyalty field study on commercial banks (2019)The impact of the E- CRM (exp…Investigating the impact of ECRM success factors on business performance (2019)Investigating the impact of E…e-CRM and Loyalty: A Mediation Effect of Customer Experience and Satisfaction in Online Transportation of Indonesia (2018)e-CRM and Loyalty: A Mediatio…The relationship between e-CRM and customer loyalty: a Kenyan Commercial Bank case study (2017)The relationship between e-CR…Impact of electronic customer relationship management in banking sector (2015)Impact of electronic customer…Basic of structural equation modeling (2014)Basic of structural equation …The Influence of Internet-Based Customer Relationship Management on Customer Loyalty (2013)The Influence of Internet-Bas…The Impact of eCRM on Loyalty and Retention of Customers in Iranian Telecommunication Sector (2012)The Impact of eCRM on Loyalty…A Study of the Impact of the e-CRM Perspective on Customer Satisfaction and Customer Loyalty-Exemplified by Bank Sinopac (2012)A Study of the Impact of the …Electronic Customer Relationship Management Performance: Its Impact on Loyalty from Customers’ Perspectives (2011)Electronic Customer Relations…The conceptual domain of service loyalty: how many dimensions? (2007)The conceptual domain of serv…Does relationship marketing improve customer relationship satisfaction and loyalty? (2006)Does relationship marketing i…Effects of Electronic Customer Relationship Management on Customer Satisfaction: A Temporal Model (2005)Effects of Electronic Custome…How e‐CRM can enhance customer loyalty (2003)How e‐CRM can enhance custome…The state of electronic customer relationship management in retailing (2002)The state of electronic custo…Value Migration: How to Think Several Moves Ahead of the Competition (1997)Value Migration: How to Think…Developing Buyer-Seller Relationships (1987)The Commitment-Trust Theory of Relationship Marketing (1994)Whence Consumer Loyalty? (1999)Bank customer loyalty and satisfaction: the influence of virtual e-CRM (2018)The impact of electronic customer relationship management strategies on customer loyalty: A mediated model (2023)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)The Behavioral Consequences of Service Quality (1996)The partial least squares approach for structural equation modeling. (1998)Word-of-mouth communications in marketing: a meta-analytic review of the antecedents and moderators (2008)Consumer behaviour in tourism: Concepts, influences and opportunities (2013)Examining branding co-creation in brand communities on social media: Applying the paradigm of Stimulus-Organism-Response (2017)Customer Loyalty: Toward an Integrated Conceptual Framework (1994)Relational benefits and customer satisfaction in retail banking (2007)The Impact of Corporate Social Responsibility on Customer Satisfaction, Relationship Maintenance and Loyalty in the Shipping Industry (2014)The COVID-19 Pandemic and the Antecedants for the Impulse Buying Behavior of US Citizens (2020)Frictionless Commerce? A Comparison of Internet and Conventional Retailers (2000)Strategy and the Internet. (2001)Developing customer loyalty from e‐tail store image attributes (2007)Critical factors underpinning the e-CRM activities of SMEs (2010)eCRM 2.0 applications and trends: The use and perceptions of Greek tourism firms of social networks and intelligence (2010)Customer Service on the Internet: Building Relationships, Increasing Loyalty, and Staying Competitive (1996)Retailing and the Internet: a perspective on the top 100 US retailers (1997)Online consumer retention: contingent effects of online shopping habit and online shopping experience (2007)Online banking in India: An approach to establish CRM (2010)The multiple criteria and sub‐criteria for electronic service quality evaluation (2012)Structural Equations with Latent Variables (1989)Structural Equations with Latent Variables. (1991)Customer Relationship Management Research from 2000 to 2020: An Academic Literature Review and Classification (2021)Digital Transformation of Marketing Strategies during a Pandemic: Evidence from an Emerging Economy during COVID-19 (2021)Information disclosure in e-commerce: A systematic review and agenda for future research (2021)Coefficient Alpha and the Internal Structure of Tests (1951)Principles of Marketing (1972)A National Customer Satisfaction Barometer: The Swedish Experience (1992)Providing a Multidimensional Measurement Model for Assessing Mobile Telecommunication Service Quality (MS-Qual) (2013)Strategic Approach for Optimizing of Zakah Institution Performance: Customer Relationship Management (2016)Maintaining Customer Loyalty Using Electronic Customer Relationship Management (E-CRM): Qualitative Evidence from Small Food Businesses in Jordan (2021)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)Social Commerce in Emerging Markets and its Impact on Online Community Engagement (2020)The role of the business model in capturing value from innovation: evidence from Xerox Corporation's technology spin-off companies (2002)Disruptive Innovation: In Need of Better Theory * (2005)Rethinking Customer Solutions: From Product Bundles to Relational Processes (2007)Evaluating Electronic Customer Relationship Management System Success: The Mediating Role of Customer Satisfaction (2022)
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References

  • 1997Value Migration: How to Think Several Moves Ahead of the Competition372 cited
  • 2007The conceptual domain of service loyalty: how many dimensions?353 cited
  • 2006Does relationship marketing improve customer relationship satisfaction and loyalty?325 cited
  • 2003How e‐CRM can enhance customer loyalty233 cited
  • 2002The state of electronic customer relationship management in retailing131 cited
  • 2005Effects of Electronic Customer Relationship Management on Customer Satisfaction: A Temporal Model88 cited
  • 2019Investigating the impact of ECRM success factors on business performance68 cited
  • 2013The Influence of Internet-Based Customer Relationship Management on Customer Loyalty54 cited
  • 2015Impact of electronic customer relationship management in banking sector52 cited
  • 2012The Impact of eCRM on Loyalty and Retention of Customers in Iranian Telecommunication Sector43 cited
  • 2017The relationship between e-CRM and customer loyalty: a Kenyan Commercial Bank case study35 cited
  • 2011Electronic Customer Relationship Management Performance: Its Impact on Loyalty from Customers’ Perspectives35 cited
  • 2019The impact of the E- CRM (expected security and convenience of website design) on E- loyalty field study on commercial banks30 cited
  • 2012A Study of the Impact of the e-CRM Perspective on Customer Satisfaction and Customer Loyalty-Exemplified by Bank Sinopac

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29 cited
  • 2014Basic of structural equation modeling29 cited
  • 2018e-CRM and Loyalty: A Mediation Effect of Customer Experience and Satisfaction in Online Transportation of Indonesia28 cited
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