The relationships among information systems, knowledge sharing, and customer relationship management in banking industry

Phùng, Thanh Bình

doi:10.1504/ijecrm.2016.079380

Cited by 4 publications

(5 citation statements)

References 65 publications

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“…It was hypothesized that (H1) knowledge sharing has a positive influence on sustainable performance, however, the test statistics of the study were not supported. Interestingly, the result is inconsistent with previous research and does not significantly influence the sustainable performance [8,[87][88][89][90]. However, the insignificant effect of knowledge sharing is not very surprising because of the mediating influence of employees' ambidexterity.…”

Section: Discussioncontrasting

confidence: 83%

The Influence of Knowledge Sharing on Sustainable Performance: A Moderated Mediation Study

et al. 2020

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The past few decades showed inadequate discussion of the impact of employees’ knowledge sharing and its diffusion on advancing banks’ long-term sustainability. The objective of the study is to examine the role of employees’ knowledge sharing on the sustainable performance of the banks operating in Bangladesh. Furthermore, this study tested the “moderated mediation model” of knowledge hiding and employees’ ambidexterity on the association above. The researchers applied the deductive reasoning method through the application of quantitative techniques, using structural equation modeling. Finally, 287 respondents from different banks were chosen through a self-administered questionnaire survey in the capital city of Dhaka. The findings indicated that all the predictor variables significantly explain the outcome variable, except the influence of knowledge sharing. Mediation analysis showed that employees’ ambidexterity mediated the association between knowledge sharing and sustainable performance. Surprisingly, moderation analysis revealed that the influence of knowledge sharing on employees’ ambidexterity is not affected by knowledge hiding. This study adds to the existing literature by demonstrating the importance of knowledge hiding, along with explaining how knowledge sharing can motivate and influence employees to achieve sustainable performances. In addition, the main contribution of this study is to advance knowledge and add values in the forms of knowledge creation, preservation, and dissemination among practitioners, banking professionals, and academics for utilizing their domain-specific areas to increase long-term sustainability.

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Section: Discussioncontrasting

confidence: 83%

The Influence of Knowledge Sharing on Sustainable Performance: A Moderated Mediation Study

et al. 2020

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“…According to Zeithaml (1988), the customer satisfaction is always backed by the perceived value; such perception develops once a customer feels that they had been provided "value for money" the higher-level satisfaction occurs contrary to that they perceive otherwise. Several studies have included perceived value as a research construct and its nature of relation with customer satisfaction (Phung 2016;Chen, Chang 2005;Glaveli et al 2006) and found that perceived value has a direct impact on customer satisfaction level. These studies have referred the customer satisfaction as an amount of accumulated experience from the buying and consumption experience of customers.…”

Section: Perceived Value and Customer Satisfactionmentioning

confidence: 99%

“…The prolong relationship with customers; service quality and banks nexus are no more secret (Rather, Sharma 2017;Caruana, Malta 2002). Customer trust, satisfaction and predictability of customer loyalty were found in an investigation (Phung 2016;Garbarino, Johnson 1999;Gustafsson et al 2005). In the Malaysian context, the studies concluded the positive influence of customer satisfaction on image, customers' trust, and customers' loyalty, with special reference to Islamic banking (Adams et al 2016;Amin et al 2013;Hoq et al 2010).…”

Section: Introductionmentioning

confidence: 99%

Modified Servqual Model and Effects of Customer Attitude and Technology on Customer Satisfaction in Banking Industry: Mediation, Moderation and Conditional Process Analysis

Ahmed

Vveinhardt

Štreimikienė

et al. 2017

Journal of Business Economics and Management

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Banks are very important financial services sector, and in banking sector there is an intense competition amongst the local and foreign banks throughout the world. The objective of this research is to analyse the effects of perceived value and customer trust, and role of technology in banking service qualities and customers’ satisfaction in Pakistani context. For this purpose we employed modified SERVQUAL model with four dimensions such as empathy, competence, reliability, and online service. An adapted questionnaire was used to carry out this survey research, and collected 830 responses from the customers of Pakistani banking industry. We used factor analysis, confirmatory factor analysis, and bootstrapping methods to carry out this research. The results of the study demonstrated that our four-dimensional model of modified SERVQUAL has a significant impact on overall customer satisfaction. It is further concluded from the bootstrapping method that modified SERVQUAL dimensions and customer satisfaction are positively mediated by the perceived value and trust. Finally, it is also concluded that the implementation of technology serves as moderating variable in the banking sector. The outcomes of this research are beneficial to the senior management of banking sector in order to implement the effective and customised online banking structure to gain competitive advantages, and provide vibrant online banking services that enhance the standard and ease of services to the customers and earn their confidence. The originality and novelty of this research provide a significant contribution in the application of SERVQUAL model specifically for the banking service quality dimensions and customer satisfaction in marketing research.

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“…Knowledge management is essential assets in modern institutions as it maintains institutional learning, development, success and innovation (Lee et al, 2016). For example, Phung (2016) suggested that knowledge management leads to higher profitability through increasing CRM capability. Consequently, Mahawrah et al (2016) proposed the impact of KM on e-CRM success in which KM is considered as one of the critical management information systems utilizing in a different business sectors.…”

Section: Other Factors Influencing E-crm Successmentioning

confidence: 99%

The impact of organizational factors on E-CRM success implementation

Khanh

Phong

Cao

2021

VJIKMS

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Purpose This paper aims to analyze the effects of organizational factors on electronic customer relationship management (e-CRM) successful implementation. Design/methodology/approach Data were collected through a structured questionnaire survey conducted in Vietnam. The dataset consists of 241 valid responses by individuals working at Vietnamese airlines. Correlation analysis and structural equation modeling were used to examine the causal relationships among organizational factors, customer orientation, knowledge management, data quality and CRM strategy. Findings The result shows that organizational factors have influence on e-CRM success. However, there are other factors needed to be more considered that are customer orientation having the most influence, following by knowledge management and technology. Still other factors have indirect effect on e-CRM success such as data quality and CRM strategy. Originality/value This study is among the first to examine an integrated model depicting the direct and indirect effects of organization factors on e-CRM success. From this perspective, this paper provides an improved understanding of how customer orientation and organizational factors, technology and knowledge management influences airlines applying e-CRM. This study also provides several implications for practice. The paper suggests airline providers and marketing managers, especially those in Vietnam, focus more on customer orientation activities. The paper also recommends that airlines should pay attention to its organizational structure in line with its customer-orientation strategy.

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The relationships among information systems, knowledge sharing, and customer relationship management in banking industry

Cited by 4 publications

References 65 publications

The Influence of Knowledge Sharing on Sustainable Performance: A Moderated Mediation Study

The Influence of Knowledge Sharing on Sustainable Performance: A Moderated Mediation Study

Modified Servqual Model and Effects of Customer Attitude and Technology on Customer Satisfaction in Banking Industry: Mediation, Moderation and Conditional Process Analysis

The impact of organizational factors on E-CRM success implementation

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