Surveying the Influence of E.B to CRM in Refah Bank (Case Study: Branch City of Tehran)
Journal Title: International Research Journal of Applied and Basic Sciences - Year 2014, Vol 8, Issue 5
Abstract
Today's society expects that the efforts to attract deposits from the banking system and the proper allocation of economic activities beneficial to the overall economic and social development as well as move. In this study we impact of e-banking on customer-oriented First, the concept of technology, information , e-government , e-commerce and the importance of customer satisfaction has been investigated in the context of electronic banking , electronic service channels and the impact that such services can increase customer relation management makes the seen . Finally, the results of a field study found that the use of e-banking and customer relation management, there is a significant positive correlation between the acceptable and the observed variables we find the coefficients of rank order variables are as follows:1- the customer satisfaction 2 - Acquisition 3 - customers Loyalty, 4 - keeping the client, 5 - customer trust.
Authors and Affiliations
Dr. Mohmmad Reza Kabaranzad GHadim| Assistant Professor, Department of Management, Islamic Azad University Central Tehran. email: kabaranzad@yahoo.com, Zahra SHokati| Master of Business Administration - Internal Business, Department of Management, Islamic Azad University Central Tehran
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