Clarifying the effect of customer knowledge management to improve business performance of banks: considering the role of electronic customer relationship management

Rastgar, Abbas Ali; Esmaili, Ebrahim; Naderi, Reihaneh; Hemmati, Amin

doi:10.1504/ijecrm.2019.104019

Cited by 9 publications

(7 citation statements)

References 0 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…According to the link that exists between customer happiness and customer relations, acquisition, retention, and technology raise the degree of consumer satisfaction with banks' responsiveness, security, and empathy. E-CRM services made it simpler for customers to contact with and serve their banks, which increased their pleasure and loyalty (Rastgar et al, 2019). As a result, the probability that a pleased client would patronize and introduce their bank to relatives and acquaintances improves, as does their resistance to competing bank offers (Al-Dmour et al, 2019).…”

Section: A Digital Finance Industry Framework For Banks and Financial...mentioning

confidence: 99%

Digital finance services, customer relations and customer satisfaction: Basis for financial industry customer relationship management framework

2024

IJRSM

View full text Add to dashboard Cite

This study assessed the consumers' perceptions of the company's digital finance services, customer interactions, and customer satisfaction in order to develop a financial sector customer relationship framework for banks. In this study, a descriptive technique was utilized to systematically establish the circumstances and analyze the variables that were studied. The research respondents are bank customers who are purposefully selected from 5 selected banks in Shandong Province. There are 385 bank customer respondents across all five banks. 77 of the respondents are customers of Industrial and Commercial Bank of China; 87 of them are from Agricultural Bank of China; 72 are from China Construction Bank, 73 are from Bank of Communications, and 76 are from Postal Savings Bank of China. This research made use of a survey questionnaire to collect data which was subsequently analyzed using the SPSS software. According to the results of the research, respondents consented that the banks make good use of their digital finance services as the accessibility, usability, and quality are all high.The banks customer relations in terms of acquisition, retention, and technology is high, and the banks customer satisfaction in terms of responsiveness, security, and empathy is high.There is an extremely significant connection that exists between the bank's digital finance services and customer relations, a strongly significant correlation exists between the bank's digital finance services and the level at which customers are satisfied, and there is a strongly significant connection that exists between the customers' level of satisfaction and the customer relations.

show abstract

Section: A Digital Finance Industry Framework For Banks and Financial...mentioning

confidence: 99%

Digital finance services, customer relations and customer satisfaction: Basis for financial industry customer relationship management framework

2024

IJRSM

View full text Add to dashboard Cite

show abstract

“…Tacit between customers and employees is an asset that must be shared to create trust between parties by motivating them to have a better relationship with the organization (Degbey and Pelto, 2021). In the present era, no business sector can neglect CRM in a competitive environment where the acquiring of new customers and retaining of existing loyal customers are directly connected with organizational profitability and competitive advantage (Al-Hazmi, 2021;Rastgar et al, 2019).…”

Section: Literature Reviewmentioning

confidence: 99%

“…To meet customer orientation aspirations, KM can be associated with caring for customers on an individual basis to establish better long-term relationships, as suggested by the IDIC model (Khashab et al, 2020). KM can be used to provide customers with better information about products and services and acquire customer information to better understand them, allowing businesses to provide customized products and services that set them apart from their competitors (Chi, 2021;Khashab et al, 2020;Rastgar et al, 2019).…”

Section: Literature Reviewmentioning

confidence: 99%

The Effects of Customer Orientation and Technological Capabilities on Customer Relationship Management: The Mediating Effect of Knowledge Management

Jayasekera,

Albattat,

Azam

2023

J. of Law and Sust. Develop.

View full text Add to dashboard Cite

Objective: The main of this study is to examine the mediation role of knowledge management (KM) with customer relationship management (CRM) for customer orientation (CO) and technological capabilities (TC) in Sri Lankan travel agencies. Method: Through simple random sampling in this quantitative research, 350 questionnaires were disseminated to travel agencies. The gathered data was subsequently analyzed with SPSS for statistical evaluation and SPSS Amos for Structural Equation Modeling. Results: Contrary to expectations, the results statistically uncover an absence of mediation between KM and CRM concerning CO and TC. This implies that, within the confines of Sri Lankan travel agencies, KM and CRM, albeit pivotal, don't act as direct mediators for CO or TC. Research, Practical & Social implications: The study opens new avenues for research by challenging traditional beliefs in the sector, suggests that Sri Lankan travel industry executives prioritize direct customer and technological engagement over-relying on KM and CRM, and underscores the potential for improved public trust and resilience in Sri Lanka's post-COVID tourism landscape. Originality/Value: This study uniquely analyzes the lack of mediation between KM with CRM for CO and TC in Sri Lankan travel agencies. Offering empirical evidence, strengthens our understanding of the complexities in the interactions between these factors, challenging previous assumptions.

show abstract

“…Electronic Customer Relationship Management adalah penggunaan teknologi komunikasi digital untuk memaksimalkan penjualan terhadap pelanggan yang sudah ada dan mendukung secara berkelangsungan penggunaan layanan online [9]. Electronic Customer Relationship Management pada prinsipnya muncul dari CRM, tetapi penekanannya lebih pada personalisasi [8], [10]. E-CRM menawarkan kemudahan untuk bertransaksi melalui media elektronik.Pelanggan bisa memesan barang yang diinginkannnya tanpa perlu datang langsung di tempat penjualan, hal ini dapat berdampak pada hubungan antara perusahaan dan pelanggan bisa menjadi baik, karena kepuasan terhadap layanan yang diberikan para pelanggan [11].…”

Section: Sistem Informasi Dibutuhkan Untuk Mendukung Customer Relatio...unclassified

Penerapan CRM Pada Sistem Informasi Toko Kopi Cap Kucing Berbasis Web Mobile

Febriansyah

Amalia

2023

View full text Add to dashboard Cite

Penelitian ini bertujuan untuk mengelola data penjualan kopi lokal kota Palembang secara online dan meningkatkan pelayanan terhadap pelanggan pada Toko kopi cap kucing menggunakan metode Customer Relationship Management (CRM). Metode penelitian yang digunakan dalam penelitian ini adalah metode kualitatif. Aplikasi dibangun menggunakan bahasa pemrograman PHP dan database Mysql. Hasil implementasi penerapan metode Customer Relationship Management pada toko kopi cap kucing memberikan kemudahan bagi pelanggan untuk mendapatkan informasi produk terbaru, melakukan pemesanan produk secara cepat. Pada perancangan sistem aplikasi ini, terdapat 3 aktor yaitu : admin, customer dan pengunjung. Penelitian ini menghasilkan aplikasi bagi toko kopi cap kucing maka akan membantu menyelesaikan kendala dan hambatan yang ditemukan dalam proses pelayanan secara manual, seperti keterbatasan pelayanan karyawan. Sistem pengisian data dan proses transaksi tidak lagi dilakukan secara manual dan dapat sedikit terhindar dari kesalahan karyawan. Penyediaan sarana bagi pelanggan untuk melakukan akses 24 jam baik itu untuk bertransaksi maupun memproleh informasi sehingga memberikan kemudahan dan kenyamanan bagi customer. Kata kunci: E-commerce, PHP, MySQL, CRM Abstract This study aims to manage data on local coffee sales in Palembang city online and improve service to customers at the Cap cat coffee shop using the Customer Relationship Management (CRM) method. The research method used in this study is a qualitative method. The application is built using the PHP programming language and MySQL database. The results of the implementation of the Customer Relationship Management method at the Cap Kucing coffee shop make it easy for customers to get the latest product information, make product orders quickly. In designing this application system, there are 3 actors, namely: admin, customer and visitor. This study resulted in an application for a Cap cat coffee shop that would help resolve the constraints and obstacles found in the manual service process, such as the limitations of employee service. The data entry system and transaction processing are no longer done manually and can avoid employee mistakes. Providing facilities for customers to access 24 hours both for transactions and obtaining information so as to provide convenience and comfort for customers.

show abstract

Clarifying the effect of customer knowledge management to improve business performance of banks: considering the role of electronic customer relationship management

Cited by 9 publications

References 0 publications

Digital finance services, customer relations and customer satisfaction: Basis for financial industry customer relationship management framework

Digital finance services, customer relations and customer satisfaction: Basis for financial industry customer relationship management framework

The Effects of Customer Orientation and Technological Capabilities on Customer Relationship Management: The Mediating Effect of Knowledge Management

Penerapan CRM Pada Sistem Informasi Toko Kopi Cap Kucing Berbasis Web Mobile

Contact Info

Product

Resources

About