scholarly journals Customer Relationship Management as a Tool for Improving Customer Loyalty in the Banking Industry: An Empirical Study of Guaranty Trust Bank PLC Situated within the Central Business District, FCT Abuja, Nigeria

2021 ◽  
Vol 09 (05) ◽  
pp. 2299-2311
Author(s):  
Yakubu Yari Kate Dazagbyilo ◽  
Shuiping Shang ◽  
Obodo Chidiebube Emmanuel ◽  
Kalissa Fatoumata Kir
Keyword(s):  
Empirical Study ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Banking Industry ◽  
Relationship Management ◽  
Central Business District ◽  
Customer Relationship ◽  
Business District

Does Technology Acceptance Change the Way from CRM to Customer Loyalty?

2010 ◽  
Vol 2 (3) ◽  
pp. 44-56
Author(s):  
Yi-Yuan Liu
Keyword(s):  
Technology Acceptance ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Banking Industry ◽  
Relationship Management ◽  
Mediating Effect ◽  
Customer Relationship ◽  
Continuance Commitment ◽  
Retail Banks ◽  
The Relationship

This study explores the moderating effect of technology acceptance on the relationship between customer relationship management (CRM) in terms of distribution and tailor-made functions and customer loyalty in the banking industry. The author uses LISREL two-group path analysis to find the variances between high and low technology acceptance. Data collected from the customers of nine retail banks show that commitments have a mediating effect on the relationship between the tailor-made function of CRM and customer loyalty, while technology acceptance has significant effects on both relationships between the two functions of CRM and continuance commitment.

A Conceptual Framework Illustrating the Effects of E-CRM on Customer Loyalty

2019 ◽  
pp. 123-134
Author(s):  
Maysam Saifi
Keyword(s):  
Conceptual Framework ◽  
Customer Service ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Business Strategy ◽  
Banking Industry ◽  
Relationship Management ◽  
Customer Relationship ◽  
Customer Support

Customer relationship management (CRM) is recognized as a business strategy to identify the most profitable customers in the banking industry and to devote time and attention to gain their loyalty. The purpose of this chapter is to propose a conceptual framework representing sub-factors of electronic customer relationship management (e-CRM) and customer loyalty as a base model to examine the effect of e-CRM on customer loyalty. E-CRM is a well-structured and systematized process of CRM that automatizes processes of marketing, sales, and customer service. This study helps us to have a better understanding of the role of e-CRM in customer loyalty in Tejarat Bank. The main focus is on e-CRM including factors such as e-banking, customer support, security, and additional services.

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