Investigating the factors affecting electronic customer relationship management readiness: the case of banks
Article
Tahmasebi Aria, F., Dafoulas, G. and Langari, B. 2024. Investigating the factors affecting electronic customer relationship management readiness: the case of banks. International Journal of Management Technology . 11 (2), pp. 1-20. https://doi.org/10.37745/ijmt.2013/vol11n220
Type | Article |
---|---|
Title | Investigating the factors affecting electronic customer relationship management readiness: the case of banks |
Authors | Tahmasebi Aria, F., Dafoulas, G. and Langari, B. |
Abstract | This study contributes to the extant literature by empirically investigating the influence of factors on electronic Customer Relationship Management (eCRM) readiness in banks. This research leverages primary data from 377 samples to identify the eCRM readiness factors. The data in this study were collected from three private and two state banks based in Tehran, Iran's capital city. Analysing the stakeholder perspectives of both state and private banks provided rich data for understanding the factors affecting eCRM readiness in Iran as a developing country. A key finding of this study is that strategy, culture, and technology, with their associated factors, are critical dimensions for eCRM readiness. These factors can be used to assess banks' readiness for eCRM adoption before any implementation to prevent common eCRM failure in any organisation, including banks. |
Keywords | eCRM; banking; readiness factors |
Sustainable Development Goals | 9 Industry, innovation and infrastructure |
Middlesex University Theme | Creativity, Culture & Enterprise |
Publisher | European-American Journals |
Journal | International Journal of Management Technology |
ISSN | 2055-0847 |
Electronic | 2055-0855 |
Publication dates | |
24 May 2024 | |
Publication process dates | |
Deposited | 05 Jul 2024 |
Output status | Published |
Publisher's version | License File Access Level Open |
Copyright Statement | This work by European American Journals is licensed under a Creative Commons Attribution-NonCommercial-NoDerivs 4.0 Unported License |
Digital Object Identifier (DOI) | https://doi.org/10.37745/ijmt.2013/vol11n220 |
https://repository.mdx.ac.uk/item/15zy02
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Investigating-the-Factors-Affecting-Electronic-Customer-Latest-Version.pdf | ||
License: CC BY-NC-ND 4.0 | ||
File access level: Open |
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