Work

Relationship between Customer Relation Management Performance and E-Banking Adoption: A Look at Malaysian Banking Industry

Year: 2009

Type: article

Abstract: This study seeks to identify the relationship between CRM performance and e-banking adoption. CRM performance isthe process of value creation which results into the customer behavior intention (retain, repurchase, positive word of mouth), customer satisfaction and loyalty towards the product/brand. Despite of the popular practice of CRM in various industries, and particularly in banking, there is still lack of empirical studies, investigating to what extent the CRM performance influences on e-banking adoption. Hypothesized relationships were tested using survey responses from a sample of 307 lecturers at three public universities located in the northern states of Malaysia. The results which were compared with earlier findings illustrated that CRM performance does offer a positive influence on e-banking adoption and implications for further research were also being discussed.

Source: International Journal of Business and Management

DOI: 10.5539/ijbm.v4n12p122

Authors: Samsudin Wahab, Nor Azila Mohd Noor, Juhary Ali, Kamaruzaman Jusoff

Institutions: Universiti Teknologi MARA System, Universiti Teknologi MARA, Universiti Utara Malaysia, Asia e University, Universiti Putra Malaysia

Language: English

Topic: Technology Adoption and User Behaviour

Subfield: Information Systems and Management

Field: Decision Sciences

Domain: Social Sciences

Open Access status: hybrid

OpenAlex ID: W2018026984

FWCI: 2.902

Cites: 74

Cited by: 11

Related to: 10