Abstract
The importance and urgency of the subject Low rates of e-services and research in the department of Electronical Customer Relationship Management (E-CRM) in banking system of the country, particularly is from the perspective of clients, the research investigated E-CRM on the relationships quality and it’s consequences: evidence from Iranian the private banks, Therefore a questionnaire adapted from George et all and Abdallah scale be determined in the statistical community between private’s bank electronic customers of 388 people, after collecting information and data, the questionnaire designed by Likert scale and obtained by use of random sampling, and evaluated and analyzed by structural equations model method and LIZREL software. Data results show that E-CRM had a positive and meaningful effect on the relationships quality and the consequences of customers that include 7 component such as: communication channels, the overall quality of communication, confidence, satisfaction, loyalty, maintenance and the tendency to compromise.The results of research was confirmed the impact and importance of E-CRM on the quality dimensions and relationships consequences with customers like The satisfaction, loyalty and maintenance. Keywords: Customer Relationship Management , Electronical Customer, Relationships Quality. DOI : 10.7176/EJBM/11-25-01 Publication date :September 30 th 2019
Highlights
Electronical Customer Relationship Management (E-CRM) is the latest example of customer relationship management in the world
Others consider electronic customer relationship management (e-CRM) as an Internet banking app and they are researching on this perspective Mousavian and Jalili (2017). (Gonaris et al 2003) have done research on the quality of banking services as a precondition for the quality of perceived services: an exploratory study in the banking industry, the result of this study has examined the factors affecting customer perceptions about banks' quality
The results revealed that all perceived risks which were studied have relationship with customers' use of websites and successfulness of relational dimension of E-CRM
Summary
E-CRM is the latest example of customer relationship management in the world. The ability to create management and customer relationships increases dramatically, as a result, business and service of the non-computerized management of CRM customer relationships changes to electronic channels. The quality and importance of E-CRM is one of the first trick initiatives in today's industry, especially banks, and is one of the major marketing partners in the electronic world. The implementation of E-CRM has a direct and indirect impact on the quality and consequence of electronic customers relationship with the bank
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