{"title":"Relationship between E-CRM, Service Quality, Customer Satisfaction, Trust, and Loyalty in banking Industry","authors":"Shymaa Mohamed Mohamed, Engy Yehia, M. Marie","doi":"10.54623/fue.fcij.7.2.5","DOIUrl":null,"url":null,"abstract":"E-CRM strives to enhance customer service, build relationships with customers, and keep key clients. E-CRM deals with technology, people, and processes and with the goal of fostering customer loyalty. This paper aims to investigate the relationship between E-CRM, service quality, customer satisfaction, trust, and loyalty in banking industry. In order to gather sufficient reviews, a literature review was carried out utilizing a number of corresponding publications that were indexed in reliable databases. A model that highlights the relation between E-CRM and customer satisfaction, service quality, trust, and loyalty is also shown in this study. The supervisors of administrative organizations can utilize this research's insights into E-CRM to build client loyalty and increase the revenue and profitability of their firm","PeriodicalId":100561,"journal":{"name":"Future Computing and Informatics Journal","volume":"86 1","pages":""},"PeriodicalIF":0.0000,"publicationDate":"2022-12-31","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Future Computing and Informatics Journal","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.54623/fue.fcij.7.2.5","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
引用次数: 0
Abstract
E-CRM strives to enhance customer service, build relationships with customers, and keep key clients. E-CRM deals with technology, people, and processes and with the goal of fostering customer loyalty. This paper aims to investigate the relationship between E-CRM, service quality, customer satisfaction, trust, and loyalty in banking industry. In order to gather sufficient reviews, a literature review was carried out utilizing a number of corresponding publications that were indexed in reliable databases. A model that highlights the relation between E-CRM and customer satisfaction, service quality, trust, and loyalty is also shown in this study. The supervisors of administrative organizations can utilize this research's insights into E-CRM to build client loyalty and increase the revenue and profitability of their firm
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