The Influencing Factors of Customer Relationship Management Performance in Malaysian Electronic Banking

• Main Author: Samsudin, Wahab
• Format: Thesis
• Language: English; English
• Published: 2010
• Subjects: HF5001-6182 Business
• Online Access: https://etd.uum.edu.my/2365/1/Samsudin_Wahab.pdf; https://etd.uum.edu.my/2365/2/1.Samsudin_Wahab.pdf; https://etd.uum.edu.my/2365/; http://lintas.uum.edu.my:8080/elmu/index.jsp?module=webopac-l&action=fullDisplayRetriever.jsp&szMaterialNo=0000764447

Customer relationship management is defined as the strategies taken by the service providers to create value in their service to retain customers. The main dimensions of customer relationship management performance are developed from the behavior-based perspective such as customer satisfaction; repurchase intention, loyalty toward the brand and positive word of mouth. In this manner, CRM performance refers to the success of service providers to satisfy their customers, retain them, increase their loyalty and create positive word of mouth among them. This study examined the level of customer relationship management performance from electronic banking customers. This study also investigated the influence of customer factors, technology factors and business process factors on customer relationship management performance. A total of 307 university lecturers are involved in this study by voluntarily completing the survey questionnaires. The study results indicate that the level of customer relationship management performance is high among the electronic banking customers. Three major Influence factors i.e. perceived trust, usefulness and perceived economic value were found to have significant influence on customer relationship management performance. This research ends with the suggestion for the industry, discusses the limitation of the study and gives some suggestion for future research.