Abstract
In the emerging competitive and technological driven banking era, banks have to strive hard for retaining and enlarging their customer base. Electronic customer relationship management (E-CRM) is the combination of traditional CRM with the e-business applications marketplace. An E-CRM system provides financial institutions with the opportunity to establish individual and need oriented customer relationships. E-CRM enables the financial institutions to provide the right financial product at the right time (Sascha, 2003). Focus of this paper is to explore E-CRM benefits that have positively effects on customer satisfaction and association between them in Iran Financial Institutions. The findings indicates that Proliferation of channels (e.g. Internet), Up to date of banks, Services quality, International customers’ satisfaction, Improve cash flow management, Safety and Transaction security have positive effects on customer satisfaction. Furthermore, it seems that there is significant association between Quality factor and Safety factor and also between Infrastructure improvement and Customer responsiveness.
Highlights
The service industry, especially financial institutions grapples with increasing competition currently
Relationship marketing is becoming important in financial services (Zineldin, 1995)
The purpose of this study is to examine the competitive advantages on Electronic customer relationship management (E-customer relationship management (CRM)) in financial institutions
Summary
The service industry, especially financial institutions grapples with increasing competition currently. In such environment, differentiation is necessary and banks begin to realize that no bank can offer all products and be the best/leading bank for all customers. Differentiation is necessary and banks begin to realize that no bank can offer all products and be the best/leading bank for all customers They are forced to find a new basis for competition and they have to improve the quality of their own products/services (Zineldin, 1996). Financial institutions will confined to borrowing collection of savings and lending loans, and forced to learn the advanced and modern rules and tools to provide convenience environment for their customers and satisfy their needs. If a bank develops and sustains a solid relationship with its customers, its competitors cannot replace them and this relationship provides for a sustained competitive advantages (Gilbert & Choi, 2003)
Sign-in/Register to view highlights & summary Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
