CRM Competitive Strategy in Financial Institutions
##plugins.themes.bootstrap3.article.main##
This research highlighted the most essential factors that have influenced CRM from the customers’ side. To execute this research, the researcher has reviewed literature, design a questionnaire, and distributed 430 questionnaires among the respondents in main different cities. Furthermore, the results were analyzed through SPSS and SEM Software. This research’s comprehensive CRM models try to evaluate the association of Physical Environment Quality, Products & Services, Quality of Virtual Environment, and Quality of Electronic Banking Service as an indicator of External Customer Relationship (ECR). Moreover, this study has tried to measure the influence of Trust, Satisfaction, Commitment, and Loyalty in CRM and emphasizes the fact that CRM, ECRM, and Brand management are vital concepts systems that could enhance an organization’s revenue and increase the volume of valuable customers for the banking industry.
Downloads
References
-
Bloemer J, de Ruyter K, Peeters P. Investigating drivers of bank loyalty: the complex relationship between image, service quality and satisfaction. Int J Bank Mark. 1998;16(7):276–86.
Google Scholar
1
-
Wruuck P, Speyer B, Ag DB, Hoffmann R. Pricing in retail banking. Scope for boosting customer satisfaction. Frankfurt am Main: Deutsche Bank AG; 2013.
Google Scholar
2
-
Davies G, Chun R. Gaps between the internal and external perceptions of the corporate brand. Corporate reputation review. 2002 Oct;5(2):144-58.
Google Scholar
3
-
DUBINSKY, A. J. 1999. When salespeople fail: assessing blame. Industrial Marketing Management, 28.
Google Scholar
4
-
Mohsenin S, Esfidani M. Structural equation modeling using LISREL software. Ketabe Mehraban Publication, 2014.
Google Scholar
5
-
ETZIONI, A. 1975. A comparative analysis of complex organizations. Free Press.
Google Scholar
6
-
Fardhosseini, M. S., Soltaninejad, M., Karji, A., Ghorbani, Z., & Ghanadiof, O. (2021). Qualitative Evaluation of 5S Application Considering the Experience of Electrical Construction Experts.
Google Scholar
7
-
Ghanadiof, O. (2017). Customer loyalty and powerful brand in heavy machinery industry (Doctoral dissertation, University of Tehran).
Google Scholar
8
-
Körner, V. A. Z. 2000. Management of customer relationship in business media—The case of the financial industry. IEEE Computer Society Press.
Google Scholar
9
-
Krishnan, M. S. R., V.; Meyer, M.C.; and Damien, P. 1999. Customer satisfaction for financial services: The role of products, services, and information technology. Management Science.
Google Scholar
10
-
Leenheer, J., & Bijmolt, T. H. A. 2007. Which retailers adopt a loyalty program? An empirical study. Journal of Retailing and Consumer Services.
Google Scholar
11
-
Marion Steel A, C. D., Michael T. Ewing 2013. Developing customised CRM projects: The role of industry norms, organisational context and customer expectations on CRM implementation Industrial Marketing Management.
Google Scholar
12
-
Miremadi.Ar,Cheraghi.H,Khaligh.AR (2012), “Gaining Competitive Advantage Through Marketing Strategies In Container Terminal :A Case Study Of Shahaid Rajaee Port In Iran” , International Business Research , Canadian center of Science and education ,Vol 5,No.2, February 2012,Toronto,Canada.
Google Scholar
13
-
Miremad Ar, Khoei K (2013), “ The Art of Visual Merchandising on Consumer Buying Behavior”, International Journal Contemporary Business Studies 4 (6), 34-50 Nargesian, A. 2013. Using LISREL Software for Structural aeaquation Modeling.
Google Scholar
14
-
Ghanadiof, O., Miremadi, A., & Kenar roudi, J. (n.d.). ‘Evaluation on Role of Electronic Word of Mouth (EWOM) Ads in Customers’ Emotions and Choices in E-Shops’. (2021).
Google Scholar
15
-
Onyancha, G. K. 2013. The Impact of Bank Brand Image on Customer Satisfaction and Loyalty: A Case of Kenya Commercial Bank. European Journal of Business and Management, 5.
Google Scholar
16
-
Parsons, T. 1960a. Structure and process in modern societies Glencoe. Free Press.
Google Scholar
17
-
Pokharel, B. Customer Relationship Management: Related Theories, Challenges and Application in Banking Sector. Banking Journal, 1.
Google Scholar
18
-
Seyed Mohammad Seyed Hosseini, A. M., Mohammad Reza Gholamian 2010. Cluster analysis using data mining approach to develop CRM methodology to assess the customer loyalty. Elsevier.
Google Scholar
19
-
Shirin Ranjabr Toutouee, A. M. 2014. Developing Strategic Approach to Electronic Bankingservice and CRM in Iranian Banking Industry. Indian Journal of Science Research.
Google Scholar
20
-
Sorbom, K. G. J. A. D. 1993. Structural Equation Modeling with the Simplis Command Language.
Google Scholar
21
-
Walter 2000. Customer relationship management in banks—from pure transaction orientation to a comprehensive relationship approach. Banking and Information Technology.
Google Scholar
22
-
Xavier MJ. Fall of traditional brand management: Making way for CRM and business equity. Chennai: Academy for management Excellence. 2004.
Google Scholar
23
Most read articles by the same author(s)
-
Alireza Miremadi,
Mohammadamin Haghayegh,
The Competitive Advantage of EWOM in Digital Marketing , European Journal of Business and Management Research: Vol. 7 No. 2 (2022) -
Omidreza Ghanadiof,
Customer Loyalty and Powerful Brand in Heavy Machinery Industry , European Journal of Business and Management Research: Vol. 6 No. 3 (2021) -
Omidreza Ghanadiof,
Ali Sanayei,
Mahdi Emami,
Effect of Customer Perception on Salesperson Owned Commitment in Customer-Salesperson Relationship , European Journal of Business and Management Research: Vol. 6 No. 4 (2021) -
Alireza Miremadi,
Mir Mohammad Ali Golchobian,
Omidreza Ghanadiof,
Requirement and Architecture of Organization Development , European Journal of Business and Management Research: Vol. 6 No. 4 (2021)