Hanaysha, J R and Mehmood, K K (2022) An Exploration of the Effect of Customer Relationship Management on Organizational Performance in the Banking Sector. International Journal of Customer Relationship Marketing and Management, 13 (1). pp. 1-16. ISSN 1947-9247
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Abstract
The main objective of this paper is to test the linkages among customer relationship management (CRM) practices and organizational performance in Palestinian banking sector. This research relies on an online survey which was designed for gathering the data from several employees who serve in banking sector. A total of 223 responses were considered valid for data analysis using SPSS and partial least square approach (PLS-SEM). Overall, the findings verified that customer orientation and CRM organization have significant positive effects on organizational performance. The outcomes also confirmed that CRM technology and knowledge management play important roles in affecting organizational performance. These findings reveal that the current business environment requires organizations to continuously monitor and manage customer relationships effectively for achieving their long range objectives and responding to emerging challenges.
Affiliation: | Skyline University College |
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SUC Author(s): | Hanaysha, J R ORCID: https://orcid.org/0000-0002-6290-6006 |
All Author(s): | Hanaysha, J R and Mehmood, K K |
Item Type: | Article |
Uncontrolled Keywords: | CRM Organization, Customer Orientation, Customer Relationship Management, Knowledge Management, Organizational Performance, Technology-Based CRM |
Subjects: | A Business and Management > AP Marketing |
Divisions: | Skyline University College > School of Business |
Depositing User: | Mr Veeramani Rasu |
Date Deposited: | 14 Apr 2022 07:11 |
Last Modified: | 14 Apr 2022 07:11 |
URI: | https://research.skylineuniversity.ac.ae/id/eprint/160 |
Publisher URL: | https://doi.org/10.4018/IJCRMM.2022010101 |
Publisher OA policy: | |
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