Work

Buttressing customer relationship management through digital transformation: perspectives from zimbabwe’s commercial banks

Year: 2023

Type: article

Abstract: As a way of buttressing customer relationship management, it is prudent that banks integrate digital transformation as a matter of urgency.To this end, our study's objective was to establish the contribution of digital transformation on customer relationship management within the banking sector.Our study was hinged on Technology Acceptance Theory and the Identify, Differentiate, Interact and Customise Theory.The sample (348) for the study was drawn from 5 commercial banking employees, and these were randomly selected.A structured

Source: Cogent Social Sciences

DOI: 10.1080/23311886.2023.2191432

Authors: Prosper Raphael Kaondera, Lovemore Chikazhe, Tinotenda Fredrick Munyimi, Brighton Nyagadza

Institutions: Chinhoyi University of Technology, University of Johannesburg, Marondera University of Agricultural Sciences and Technology

Language: English

Topic: Digital Transformation in Financial Services

Subfield: General Economics, Econometrics and Finance

Field: Economics, Econometrics and Finance

Domain: Social Sciences

Open Access status: gold

Estimated APC paid: $1,165

OpenAlex ID: W4327906104

FWCI: 8.642

Cites: 52

Cited by: 22

Related to: 10