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- W2018026984 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." @default.
- W2018026984 created "2016-06-24" @default.
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- W2018026984 date "2009-09-19" @default.
- W2018026984 modified "2023-10-01" @default.
- W2018026984 title "Relationship between Customer Relation Management Performance and E-Banking Adoption: A Look at Malaysian Banking Industry" @default.
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- W2018026984 doi "https://doi.org/10.5539/ijbm.v4n12p122" @default.
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