Refine your search
Collections
Co-Authors
Journals
Year
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z All
Davoudi, Seyed Mehdi Mousavi
- Effect of Customer Relationship Management on Organizational Performance in Banking Industry of Iran
Abstract Views :543 |
PDF Views:0
Authors
Affiliations
1 Faculty of Management and Economics, Semnan University, Semnan, IR
2 Faculty of Economics and Administrative Sciences, Ferdowsi University of Mashhad, Mashhad, IR
1 Faculty of Management and Economics, Semnan University, Semnan, IR
2 Faculty of Economics and Administrative Sciences, Ferdowsi University of Mashhad, Mashhad, IR
Source
Asian Journal of Management, Vol 4, No 1 (2013), Pagination: 1-5Abstract
The aim of the present study is to investigate the effect of Customer Relationship Management (CRM) on organizational performance. Statistical population of this study includes 95 managers of all branches of a public bank in Mazandaran, Northern Province of Iran. The method used in this study is descriptive-correlation. Further, the analysis was carried out utilizing Structural Equation modeling (SEM) methodology. After distribution questionnaires among respondents, 87 usable questionnaires were returned. Factor Analysis and finding show that CRM has a significant positive effect on organizational performance of the mentioned bank. The result of the current study provide further insight for managers of the bank on improving the relationship between their organization and customers leads to organizational superior performance.Keywords
Customer Relationship Management, CRM, Organizational Performance, Banking Industry, Iran
References
- Shang, K. C. and Lu, C. S. (2012). Customer Relationship Management and Firm Performance. Journal of Marine Science and Technology, Vol. 20, No. 1, pp. 64-72.
- Moon, J. W. and Kim, Y. G. (2001). Extending the TAM for a world with web context, information and management, Vol 38, pp. 217-30.
- Payne, A. and Frow, P. (2004). The role of multichannel integration in customer relationship management. Industrial Marketing Management, Vol. 33, No. 6, pp. 527-538.
- Massey, A. P., Montoya-Weiss, M., and Holcom, K.. (2001). Reengineering the customer relationships: leveraging knowledge assets at IBM. Decision Support Systems, Vol. 32, No. 2, pp. 155-170.
- Stone, M. and Woodcock, N. (2001). Defining CRM and assessing its quality, in: Foss, B. and Stone, M. (Eds.), Successful Customer Relationship Marketing, Kogan, London, pp. 3-20.
- Kutner, S. and Cripps, J. (1997). Managing the customer portfolio of healthcare enterprises. The Healthcare Forum Journal, Vol. 40, No. 5, pp. 52-54.
- Zablah, A. R., Bellenger, D. N., and Johnston, W. J. (2004). An evaluation of divergent perspectives on customer relationship management: towards a common understanding of an emerging phenomenon. Industrial Marketing Management, Vol. 33, No. 6, pp. 475-489.
- Kim, J., Suh, E., and Hwang, H. (2003). A model for evaluating the effectiveness of CRM using the balanced scorecard. Journal of Interactive Marketing, Vol. 17, No. 2, pp. 5-19.
- Hobby, J. (1999). Looking after the one who matters. Accountancy Age, Vol. 28, pp. 28-30.
- Buttle, F. A. (2001). The CRM value chain. Marketing Business, pp. 52-55.
- Bradshaw, D. and Brash, C. (2001). Management customer relationships in the e-business world: how to personalize computer relationships for increased profitability. International Journal of Retail and Distribution Management, Vol. 29, No. 12, pp. 520-530.
- Richard et al. (2009): Measuring Organizational Performance: Towards Methodological Best Practice. Journal of Management.