Relationship between E-CRM, Service Quality, Customer Satisfaction, Trust, and Loyalty in banking Industry

Authors

shymaa mohamed mohamed abdeldayem, Business Information Systems Department, Faculty of Commerce and Business Administration, Helwan UniversityFollow
engy yehia, Business Information Systems Department, Faculty of Commerce and Business Administration, Helwan UniversityFollow
mohamed marie, Information Systems Department, Faculty of Computers and Artificial Intelligence, Helwan UniversityFollow

DOI

https://doi.org/10.54623/fue.fcij.7.2.5

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

Recommended Citation

mohamed, shymaa mohamed abdeldayem; yehia, engy; and marie, mohamed (2022) "Relationship between E-CRM, Service Quality, Customer Satisfaction, Trust, and Loyalty in banking Industry," Future Computing and Informatics Journal: Vol. 7: Iss. 2, Article 5.
DOI: https://doi.org/10.54623/fue.fcij.7.2.5
Available at: https://digitalcommons.aaru.edu.jo/fcij/vol7/iss2/5