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Investigating the correlation between customer retention programs of CRM and customer retention in e-banking context
Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering. IUC Chabahar Iran.
University of Teheran.
2011 (English)In: Digital Enterprise and Information Systems: International Conference, DEIS 2011, London, UK, July 20 – 22, 2011. Proceedings / [ed] Ezendu Ariwa; Eyas El-Qawasmeh, Encyclopedia of Global Archaeology/Springer Verlag, 2011, p. 527-536Conference paper, Published paper (Refereed)
Abstract [en]

In this study, considering different perspectives and concepts about customer relationship management (CRM), we try to investigate the significance of the correlation between each of the customer retention programs of CRM (loyalty programs, customer service, customization, and community) and customer retention. Data from 286 top bank managers of two governmental and two private Iranian bank branches were gathered in a field survey. The results of data analysis show the positive and significant correlation between each of the customer retention programs of CRM and customer retention. The study also finds the most significant correlation between customer service and customer retention.

Place, publisher, year, edition, pages
Encyclopedia of Global Archaeology/Springer Verlag, 2011. p. 527-536
Series
Communications in Computer and Information Science, ISSN 1865-0929 ; 16
National Category
Business Administration
Research subject
Industrial Marketing
Identifiers
URN: urn:nbn:se:ltu:diva-32480DOI: 10.1007/978-3-642-22603-8_46Scopus ID: 80052174882Local ID: 6fce8ca2-7b5b-48a5-a00a-f3bf5174f8aaOAI: oai:DiVA.org:ltu-32480DiVA, id: diva2:1005714
Conference
International Conference on Digital Enterprise and Information Systems : 20/07/2011 - 22/07/2011
Note

Validerad; 2011; 20110930 (ysko)

Available from: 2016-09-30 Created: 2016-09-30 Last updated: 2018-03-13Bibliographically approved

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CiteExportLink to record
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Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
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  • Other locale
More languages
Output format
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  • asciidoc
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