Relationship between customer relation management performance and e-banking adoption: a look at Malaysian banking industry

• Main Authors: Wahab, Samsudin, Mohd Noor, Nor Azila, Ali, Juhary, Jusoff, Kamaruzaman
• Format: Article
• Language: English
• Published: Canadian Center of Science and Education 2009
• Subjects: HD28 Management. Industrial Management; HG Finance
• Online Access: http://repo.uum.edu.my/20753/1/IJBM%204%2012%202009%20122%20128.pdf; http://repo.uum.edu.my/20753/; http://doi.org/10.5539/ijbm.v4n12p122
• Institution: Universiti Utara Malaysia

This study seeks to identify the relationship between CRM performance and e-banking adoption. CRM performance is the process of value creation which results into the customer behavior intention (retain, repurchase, positive word of mouth), customer satisfaction and loyalty towards the product/brand. Despite of the popular practice of CRM in various industries, and particularly in banking, there is still lack of empirical studies, investigating to what extent the CRM performance influences on e-banking adoption.Hypothesized relationships were tested using survey responses from a sample of 307 lecturers at three public universities located in the northern states of Malaysia.The results which were compared with earlier findings illustrated that CRM performance does offer a positive influence on e-banking adoption and implications for further research were also being discussed.