The impact of technology CSFs on customer satisfaction and the role of trust: an empirical study of the banks in Malaysia
Purpose – The purpose of this paper is to identify and test technology-related critical success factors (CSFs) and its impact on trust and customer satisfaction. Design/methodology/approach – This paper analyses the causal relationship that exists between technology CSFs and customer satisfaction....
Saved in:
Main Authors: | Jan, Muhammad Tahir, Abdullah, Kalthom |
---|---|
Format: | Article |
Language: | English English |
Published: |
Emerald Group Publishing Limited
2014
|
Subjects: | |
Online Access: | http://irep.iium.edu.my/37328/1/Technology_CSFs_-_IJBM_2014.pdf http://irep.iium.edu.my/37328/4/37328_mpact%20of%20technology%20csfs_scopus.pdf http://irep.iium.edu.my/37328/ http://www.emeraldinsight.com/journals.htm?articleid=17113853 |
Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
Similar Items
-
The inevitable role of human in CRM success: digging deep the human CSFs
by: Jan, Muhammad Tahir
Published: (2011) -
A roadmap for CRM success: in light of the technology CSFS
by: Jan, Muhammad Tahir, et al.
Published: (2011) -
The impact of customer satisfaction on word-of-mouth: conventional banks of Malaysia investigated
by: Jan, Muhammad Tahir, et al.
Published: (2013) -
Impact of service quality and trust on customer patronage decision: testing the moderating effects of corporate image
by: Rahman, Muhammad Sabbir, et al.
Published: (2014) -
Factors influencing the adoption of social networking sites: Malaysian Muslim users perspective
by: Jan, Muhammad Tahir, et al.
Published: (2015)