Investigating the impact of ECRM success factors on business performance
- 14 January 2019
- journal article
- research article
- Published by Emerald in Asia Pacific Journal of Marketing and Logistics
- Vol. 31 (1), 105-127
- https://doi.org/10.1108/apjml-10-2017-0270
Abstract
Purpose The purpose of this paper is to develop an integrated framework to explore the influences of electronic customer relationship management (ECRM) success factors (process fit, customer information quality and system support) on customer satisfaction, customer trust and customer retention, which, in turn, impact upon the business financial performance of Jordanian commercial banks in Amman city. Design/methodology/approach Using a sample of 343 branch managers, assistant branch managers and heads of departments in Jordanian commercial banks, who answered a self-administrated questionnaire, data were collected and analysed using structural equation modelling (AMOS 17.0). Findings The results showed that the ECRM success factors (process fit, customer information quality and system support) positively affected customer satisfaction, customer trust and customer retention. Furthermore, the authors discovered that customer satisfaction and customer trust positively influenced customer retention. It was determined that customer satisfaction, customer trust and customer retention positively impact on a business’s financial performance. Originality/value Previous research lacks the link between ECRM success factors and business performance (financial and non-financial).Keywords
This publication has 81 references indexed in Scilit:
- The roles of infrastructure capability and customer orientation in enhancing customer-information quality in CRM systems: Empirical evidence from TaiwanInternational Journal of Information Management, 2013
- Normality Tests for Statistical Analysis: A Guide for Non-StatisticiansInternational Journal of Endocrinology and Metabolism, 2012
- Quality in patent information retrieval – Communication as the key factorWorld Patent Information, 2011
- Customer relationship management implementationInternational Journal of Commerce and Management, 2011
- Role of switching costs in the service quality, perceived value, customer satisfaction and customer retention linkageAsia Pacific Journal of Marketing and Logistics, 2011
- Dynamic modelling of bank profitsApplied Financial Economics Letters, 2008
- Knowledge acquisition from foreign parents in international joint ventures: an empirical examination in the Hungarian contextJournal of International Business Studies, 2006
- Customer RelationshipsJournal of Business Strategy, 2000
- Marketing in the new millenniumEuropean Journal of Marketing, 1995
- Structural equation modeling in practice: A review and recommended two-step approach.Psychological Bulletin, 1988