Notice of Retraction: The Research of Personal Customer Relationship Management for Commercial Banks Based on Multidimensional Model of Customer Loyalty

2010 ◽  
Author(s):  
Li Yong
Keyword(s):  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Commercial Banks ◽  
Relationship Management ◽  
Customer Relationship ◽  
Multidimensional Model

scholarly journals Customer Relationship Management Practices and Customer Loyalty in Commercial Banks: An Empirical Study

2018 ◽  
Vol 4 (02) ◽  
Author(s):  
Linie Darli ◽  
R. Vasanthagopal
Keyword(s):  
Best Practices ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Commercial Banks ◽  
Management Practices ◽  
Banking Sector ◽  
Relationship Management ◽  
Retail Banking ◽  
Customer Relationship

Differentiating products through best practices, providing timely services to encourage word of mouth publicity, and increasing quality of services through best practices have become benchmarks in retail banking sector in India. A number of research studies have been performed that have highlighted the importance of Customer Relationship Management (CRM) in banking industry and its contribution to customer satisfaction and retention. This empirical paper closely examines the association between CRM best practices and customer loyalty in commercial banks in Kerala. The assessment done based on the opinion of customers exposed that there is a good association between CRM practices and customer loyalty in commercial banks in Kerala.

Customer relationship management

2016 ◽  
Vol 34 (3) ◽  
pp. 388-410 ◽  
Author(s):  
Suhail Ahmad Bhat ◽  
Mushtaq Ahmad Darzi
Keyword(s):  
Factor Analysis ◽  
Competitive Advantage ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Retail Banking ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Customer Knowledge ◽  
Content Type

Purpose – The purpose of this paper is to develop a comprehensive integrated model which helps in explaining the impact of Customer Relationship Management (CRM) dimensions (complaint resolution, customer knowledge, customer empowerment and customer orientation) on customer loyalty and competitive advantage of a bank. The study also explores the mediating role of customer loyalty in the relationship between CRM and competitive advantage in retail banking. Design/methodology/approach – The research is based on a theoretical model which consists of four CRM dimensions and two exogenous variables. These have been used for establishing the hypotheses to analyze relationships between the variables constituting the CRM model. The data have been collected from 278 customers of a private bank. The data were analyzed using structural equation modeling (SEM). The scale was developed and purified through factor analysis (exploratory and confirmatory factor analysis). SEM was then used to examine the causal relationships and “model fit” of the proposed model. Findings – The results provide evidence that the four CRM dimensions have a positive effect on customer loyalty and competitive advantage of the bank. Among the CRM dimensions, customer knowledge is most influential of all the dimensions. Furthermore, customer loyalty acts as the mediator in the CRM model between CRM and competitive advantage. Research limitations/implications – Since, the study involved a single bank and therefore the results should be generalized cautiously. Only four CRM variables were included in the study; additional variables can be introduced in further studies involving different contexts. Practical implications – The study highlights and supports the need for mangers to devote additional resources toward developing a better CRM system. Therefore, mangers need to think beyond the technological aspects and should focus on these four dimensions, especially customer knowledge, to enhance the loyalty and competitiveness. Originality/value – The paper investigated hitherto unexplored relationships between customer-centric CRM dimensions instrumental in providing competitive advantage to a bank through mediational analysis. Thus, it contributes to the information on the implementation of CRM practices valuable for banking sector.

The Customer Relationship Management as an Element of the Acceleration of Society Evolution

2014 ◽  
pp. 562-577
Author(s):  
Lova Mirella Rakotomalala Ramandimbiarison
Keyword(s):  
Information Technology ◽  
Relationship Marketing ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Traditional Culture ◽  
Research Field ◽  
Customer Relationship ◽  
Societal Change ◽  
Technology And Communication

Globalization and the rapid advance of information technology and communication have led to the emergence of new trends like postmodernity and hypermodernity. Madagascar, a future emerging economy, chosen as the research field, has not been immune to these phenomena. It is integrated into the global cultural system, although it is known for its specific traditional culture. Therefore, this work has demonstrated how the chosen tool of relationship marketing, which is Customer Relationship Management (CRM), can be an element of accelerated societal change and how CRM can cause changes in the Malagasy culture. The research presented in this chapter examines the four major roles of CRM as used in Madagascar to determine whether it is suitable for Malagasy consumers. This study may help service marketers of international companies in using new marketing tools as innovative means in emerging economies and increase their customer loyalty.

The Customer Relationship Management as an Element of the Acceleration of Society Evolution

2013 ◽  
pp. 221-236
Author(s):  
Lova Mirella Rakotomalala Ramandimbiarison
Keyword(s):  
Information Technology ◽  
Relationship Marketing ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Traditional Culture ◽  
Research Field ◽  
Customer Relationship ◽  
Societal Change ◽  
Technology And Communication

Globalization and the rapid advance of information technology and communication have led to the emergence of new trends like postmodernity and hypermodernity. Madagascar, a future emerging economy, chosen as the research field, has not been immune to these phenomena. It is integrated into the global cultural system, although it is known for its specific traditional culture. Therefore, this work has demonstrated how the chosen tool of relationship marketing, which is Customer Relationship Management (CRM), can be an element of accelerated societal change and how CRM can cause changes in the Malagasy culture. The research presented in this chapter examines the four major roles of CRM as used in Madagascar to determine whether it is suitable for Malagasy consumers. This study may help service marketers of international companies in using new marketing tools as innovative means in emerging economies and increase their customer loyalty.

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