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All Journal The Asian Journal of Technology Management (AJTM)
Mohd. Noor, Nor Azila
College of Business, Universiti Utara Malaysia, Sintok Kedah
Decision Sciences, Operations Research & Management

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Technology Trust and E-Banking Adoption: The Mediating Effect of Customer Relationship Management Performance Wahab, Samsudin; Mohd. Noor, Nor Azila; Ali, Juhary
The Asian Journal of Technology Management (AJTM) Vol 2, No 2 (2009)
Publisher : School of Business and Management Institut Teknologi Bandung

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Abstract

The electronic revolution in the Malaysian banking sector has started in the 1970's. The first visible form of electronic innovation in the Malaysian banking industry was the introduction of Automated Teller Machines in 1981. Finally, on June 1, 2000, the Malaysian Central Bank gave the green light for locally owned commercial banks to offer Internet banking services. Due to the drastic changes in the business environment, it leads financial institutions to revise their marketing strategies to stress long-lasting relationships with customers. Relationships is important criteria in the selection of private bank. In many conditions, customer satisfaction mediates the relationship between antecedent’s factors and marketing performance. Hence, CRM performance is about maintaining good relationship and repurchases behavior, word-of-mouth and customer retention. Trust has been studied in traditional physical commercial environments. In the marketing and management literatures, trust is strongly associated with attitudes toward products, services, and purchasing behaviors. So that, the main objective of this research paper is to investigate the role of CRM performance as the mediator in the relationship between trust and E-Banking adoption. Hence, this empirical paper confirmed the role of customer relationship management performance as the mediators in the relationship between trust and electronic banking adoption.Key words: Trust, Customer Relationship Management Performance, E-Banking Adoption
E- Service Quality, Ease of Use, Usability and Enjoyment as Antecedents of E-CRM Performance: An Empirical Investigation in Jordan Mobile Phone Services Al-Momani, Khalid; Mohd. Noor, Nor Azila
The Asian Journal of Technology Management (AJTM) Vol 2, No 2 (2009)
Publisher : School of Business and Management Institut Teknologi Bandung

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (366.799 KB)

Abstract

Electronic Customer relationship management performance E-CRM is a comprehensive business and marketing strategy that integrates people, process, technology and all business activities for attracting and retaining customers over the internet and mobile phone to reduce costs and increase profitability by consolidation the principles of customer loyalty. Therefore, the results of E-CRM performance are repeat purchase, word of mouth, retention, cross buying, brand loyalty and customer satisfaction. The keen competitive in the communication and mobile phone service market place and the increasing numbers of mobile phone users all over the world has influence the researchers to investigate ease of use, usability, enjoyment and e- service quality as antecedents of electronic customer relationship management performance in mobile phone services industry. 488 questionnaires have returned and analyzed. Four factors been tested to investigate the relationship with E-CRM performance. The analysis shown that e- service quality, ease of use and usability was positively significant towards E-CRM performance. Enjoyment has failed to predict E-CRM performance. This paper makes a theoretical and methodological contribution and suggestion for the managers in improving their E-CRM performance in mobile phone service industry. Key words: E-customer relationship management performance, Mobile Phone Services, e- service quality, ease of use, enjoyment and usability.Key words: relationship management, CRM
Co-Authors Al-Momani, Khalid Ali, Juhary Wahab, Samsudin