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Connecting e-customer relationship management and e-loyalty to willingness to recommend a bank service: the sequential mediating roles of e-satisfaction and e-service quality

Karim, R. A., Rabiul, M. K., & Kawser, S. (2023) · Global Knowledge, Memory and Communication · doi:10.1108/gkmc-05-2023-0176 · Cited by 11 · see citing works

CRM influence on organisational performance — the moderating role of IT reliability

Tworek, K., & Sałamacha, A. (2019) · Engineering Management in Production and Services · doi:10.2478/emj-2019-0024 · Cited by 11 · see citing works

Can Customer Relationship Management Create Customer Agility and Superior Firms’ Performance?

Ngo, V. M., & Vu, H. M. (2021) · International Journal of Business and Society · doi:10.33736/ijbs.3169.2021 · Cited by 13 · see citing works

effect of E-CRM on customer loyalty with customer satisfaction as a mediation variable

Kariman, A., Wahab, Z., Shihab, M. S., & Natalisa, D. (2022) · International Research Journal of Management IT and Social Sciences · doi:10.21744/irjmis.v9n3.2089 · Cited by 11 · see citing works

A Serial Mediation Model for Investigating the Impact of e-CRM Services on Customer Loyalty in the Indian Healthcare Industry

Singh, P., Kumar, V., & Kataria, S. (2022) · Journal of Relationship Marketing · doi:10.1080/15332667.2022.2136439 · Cited by 12 · see citing works

Examining the role of customer engagement in augmenting referral value

Sahi, G. K., Devi, R., & Dash, S. B. (2019) · Journal of Service Theory and Practice · doi:10.1108/jstp-12-2018-0268 · Cited by 10 · see citing works

CRM and RQ as key factors in retail setting services in an economic crisis context. The case of travel agencies

Oviedo-García, M., Vega-Vázquez, M., & Castellanos-Verdugo, M. (2015) · Service Business · doi:10.1007/s11628-014-0244-z · Cited by 12 · see citing works

The Relationship Between Customer Relationship Management Usage, Customer Satisfaction, and Revenue

Simmons, R. L. (2015) · ScholarWorks (Walden University) · Cited by 10 · see citing works

IT-Supported Business Performance and E-Commerce Application in SMEs

Qing-yi, C., & Zhang, N. (2013) · Journal of Electronic Commerce in Organizations · doi:10.4018/jeco.2013040104 · Cited by 9 · see citing works

A model of customer loyalty in the retail banking market

Hajiyan, H., Aminbeidokhti, A. A., & Hematian, H. (2016) · Accounting · doi:10.5267/j.ac.2016.8.002 · Cited by 8 · see citing works

Elektronik Müşteri İlişkileri Uygulamalarının Algılanan İlişki Kalitesi ve Müşteri Sadakati Üzerine Etkisi: Havayolu Sektöründe Bir Araştırma (The Influence of Electronic Customer Relationship Management Practices on Relationship Quality and Customer Loyalty: A Research in Airline Industry)

Sökmen, A., & Baş, M. (2019) · Journal of Business Research - Turk · doi:10.20491/isarder.2019.625 · Cited by 8 · see citing works

Data mining techniques for analyzing bank customers: A survey

Hasheminejad, S. M. H., & Khorrami, M. (2018) · Intelligent Decision Technologies · doi:10.3233/idt-180335 · Cited by 7 · see citing works

Drivers of E-Government Citizen Satisfaction and Adoption

Al-ma’aitah, M. A. (2019) · International Journal of E-Business Research · doi:10.4018/ijebr.2019100103 · Cited by 7 · see citing works

Key factors of educational CRM success and institution performance: A SEM analysis

Octavia, A., Jovanka, D. R., Alqahtani, T. M., Wijaya, T. T., & Habibi, A. (2023) · Cogent Business & Management · doi:10.1080/23311975.2023.2196786 · Cited by 7 · see citing works

Electronic Customer Relationship Management (e-CRM) in Jordan

Khasawneh, R. T., & Abu-Shanab, E. A. (2012) · International Journal of Technology Diffusion · doi:10.4018/jtd.2012070104 · Cited by 6 · see citing works

The Critical Success Factors for Implementation of Electric Customer Relationship Management in the Commercial Bank of Viet Nam

Nguyen, T. V., & Pham, C. H. (2015) · International Journal of Financial Research · doi:10.5430/ijfr.v7n5p124 · Cited by 6 · see citing works

E-crm Information System for Tapis Lampung SMEs

Damayanti, D., Warsito, W., Meilinda, Manurung, P., & Sembiring, S. W. B. (2019) · Journal of Physics Conference Series · doi:10.1088/1742-6596/1338/1/012051 · Cited by 6 · see citing works

The Effect of Customer Interface Quality (CIQ), Customer Relationship Management (CRM) and Corporate Social Responsibility (CSR) on Customer Satisfaction and Customer Loyalty: Evidence from Indonesia

Zainurrafiqi, Z., Muchtar, R. P. M., Resdiana, E., Putri, D. L. P., Hermanto, B. A., Suprapto, H., & Hamzah, M. (2023) · International Journal of Social Science and Human Research · doi:10.47191/ijsshr/v6-i1-30 · Cited by 8 · see citing works

Exploring electronic -loyalty antecedents in Egyptian commercial banks; Electronic customer relationship management and banking electronic satisfaction

Rashwan, H. H. M., Mansi, A. L. M., & Hassan, H. E. (2020) · Journal of Business & Retail Management Research · doi:10.24052/jbrmr/v14is02/art-06 · Cited by 5 · see citing works

Factors Favoring Electronic Customer Relationship Management (E-CRM)

Kaldeen, M., & Thowfeek, M. H. (2020) · Journal of Critical Reviews · Cited by 4 · see citing works

Studying the influence of e-CRM on web-based brand personality - the case of Mellat Bank

Shahin, A., Gharibpoor, M., Teymouri, S., & Iraj, E. B. (2013) · International Journal of Business Information Systems · doi:10.1504/ijbis.2013.055301 · Cited by 4 · see citing works

Customer emotional regulation and relationship quality: Evidence from the banking industry

Alnawas, I. A., & Altarifi, S. (2016) · Journal of Financial Services Marketing · doi:10.1057/s41264-016-0012-3 · Cited by 4 · see citing works

The Impact of Using Customer Relationship Management to Achieve Competitive Advantage for Egypt Air

Barsy, M. H. A. E. (2017) · Journal of Advanced Management Science · doi:10.18178/joams.5.3.215-218 · Cited by 4 · see citing works

Web Interfaces for E-CRM in Sports: Evidence from Romanian Football

Roșca, V. I. (2014) · RePEc: Research Papers in Economics · Cited by 4 · see citing works

Building a Conceptual Model for E-CRM Implementation Strategy

Jarrah, M. A. A., Alomari, G. I., Alhawari, S. F., & Serhan, M. A. (2020) · International Journal of Academic Research in Business and Social Sciences · doi:10.6007/ijarbss/v10-i1/6834 · Cited by 4 · see citing works

Understanding post-adoptive adaptation process in organisational CRM implementations

Techakriengkrai, W., Techatassanasoontorn, A. A., & Tan, F. B. (2014) · Tuwhera (Auckland University of Technology) · Cited by 3 · see citing works

ELEKTRONİK MÜŞTERİ İLİŞKİLERİ YÖNETİMİNİN REKABET GÜCÜ VE LOJİSTİK PERFORMANS ÜZERİNDEKİ ETKİSİ; OTOMOTİV VE MOBİLYA SEKTÖRLERİNDE BİR ARAŞTIRMA

YAPRAKLI, Ş., & ÇELİK, S. (2022) · Mehmet Akif Ersoy Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi · doi:10.30798/makuiibf.912445 · Cited by 2 · see citing works

Review: Presenting Management Model of Relationship with Electronic Customer (e-CRM), Customer Satisfaction and Loyalty

Ameri, M., Sadeh, E., & Didehkhani, H. (2015) · Cited by 2 · see citing works

Market Orientation, Customer Relationship Management (CRM) Implementation Intensity, and CRM Performance

Liew, B. S. Y., Ramayah, T., & Yeap, J. A. L. (2015) · Advances in marketing, customer relationship management, and e-services book series · doi:10.4018/978-1-4666-6547-7.ch007 · Cited by 2 · see citing works

Customer Knowledge Management (CKM)

Khasawneh, R. T., & Alazzam, A. (2015) · Advances in marketing, customer relationship management, and e-services book series · doi:10.4018/978-1-4666-6547-7.ch001 · Cited by 2 · see citing works

E-CRM on the Relationships Quality and Its Consequences: Evidence from Iranian Private Banks

Taghipourian, M. J. (2019) · European Journal of Business and Management · doi:10.7176/ejbm/11-25-01 · Cited by 2 · see citing works

Customer-Focused Churn Prevention with Social CRM at Orange Polska SA (Research in Progress)

Szczekocka, E. (2020) · Lecture notes in business information processing · doi:10.1007/978-3-030-61146-0_18 · Cited by 1 · see citing works

Evaluation of electronic readiness level: A case of financial institution

KardanMoghaddam, H., & Sarboland, N. (2021) · Facta universitatis - series Electronics and Energetics · doi:10.2298/fuee2103401k · Cited by 1 · see citing works

The Impact of Electronic Customer Relationship (E-CRM) Activities on Customer Loyalty in Bahrain E-Commerce Sector

Radhi, J., Hamdan, A., & Dhia, A. (2024) · Studies in systems, decision and control · doi:10.1007/978-3-031-62102-4_42 · Cited by 1 · see citing works

Calidad de relación y apego en entornos online

Moreno, R. R., & Molina, C. M. (2013) · ESIC MARKET Economic and Business Journal · doi:10.7200/esicm.144.0441.1 · Cited by 1 · see citing works

An exploration study to detect important factors influencing customer relationship management on reducing unhappy clients

Davand, Z., & Hozouri, S. (2013) · Management Science Letters · doi:10.5267/j.msl.2013.10.014 · Cited by 1 · see citing works

Analyzing Electronic Customer Relationship Management (e-CRM) Performance of Public Sector Banks in Chennai City

Vidya, R. (2021) · Psychology and Education Journal · doi:10.17762/pae.v58i1.1099 · Cited by 1 · see citing works

Drivers of E-Government Citizen Satisfaction and Adoption

Al-ma’aitah, M. A. (2021) · IGI Global eBooks · doi:10.4018/978-1-6684-3706-3.ch083 · Cited by 1 · see citing works

Does Service Quality Only Influence Bank Sustainability with the Presence of Employee Behavior and E-Customer Relationship Management?

Behera, S. K., Guru, S., Mahapatra, D. P., & Panda, P. (2022) · Atlantis highlights in social sciences, education and humanities/Atlantis Highlights in Social Sciences, Education and Humanities · doi:10.2991/ahsseh.k.220105.001 · Cited by 1 · see citing works

Towards Customer Knowledge Management (CKM)

Khasawneh, R. T., & Alazzam, A. (2013) · Advances in knowledge acquisition, transfer, and management book series/Advances in knowledge acquisition, transfer and management book series · doi:10.4018/978-1-4666-4679-7.ch007 · Cited by 1 · see citing works

PERAN CUSTOMER EXPERIENCE TERHADAP LOYALTY, WORD OF MOUTH DAN RETENTION MELALUI RELATIONSHIP QUALITY

Puspitasari, D. A., & Kustiawan, U. (2023) · MANAJEMEN DEWANTARA · doi:10.30738/md.v7i3.16367 · Cited by 1 · see citing works

The Effect of E-CRM towards Brand Loyalty in Fixed Broadband Services with the Mediation of E-Service Quality and Brand Trust

Situmorang, B. M., & Kurniawati, K. (2024) · Journal of Economics Finance and Management Studies · doi:10.47191/jefms/v7-i2-08 · Cited by 1 · see citing works

Retail Services Survival in an Economic Crisis Context

Vega‐Vázquez, M., Oviedo‐García, M. Á., & Castellanos‐Verdugo, M. (2014) · Services Marketing Quarterly · doi:10.1080/15332969.2014.946880 · Cited by 1 · see citing works

Towards Customer Knowledge Management (CKM)

Khasawneh, R. T., & Alazzam, A. (2015) · IGI Global eBooks · doi:10.4018/978-1-4666-7357-1.ch002 · Cited by 1 · see citing works

The Design & Implementation of CRM-Taxi Online in Indonesia

Rauf, R., Wijaya, H., & Tari, E. (2022) · Indonesian Journal of Business and Entrepreneurship · doi:10.17358/ijbe.8.1.128 · Cited by 1 · see citing works

E-CRM in Digital Payment Services

Hoda, N. (2022) · Advances in marketing, customer relationship management, and e-services book series · doi:10.4018/978-1-6684-5386-5.ch001 · Cited by 1 · see citing works

A Design of CRM System for Mineral Trade Platform

Zhu, Y. F., Li, X., Yang, H., & Zhao, H. (2014) · Applied Mechanics and Materials · doi:10.4028/www.scientific.net/amm.701-702.1286

Identifying the quality evaluation indicator of CRM using an extended DEMATEL method

Li, Y. Q., & Duan, W. C. (2015) · International Conference on Computer and Computational Sciences (ICCCS) · doi:10.1109/iccacs.2015.7361367

Thailand’s Provincial Electricity Authority (PEA): A Structural Equation Model of Factors Determining Customer Satisfaction

Choaknumki, K., & Fongsuwan, W. (2014) · Research Journal of Business Management · doi:10.3923/rjbm.2015.233.246

Linking Customer Relationship Management to Behavioral Intentions in Islamic Banking System: Evidence from Nigeria

Kura, K. M. (2016) · Journal of Entrepreneurship and Business · doi:10.17687/jeb.0401.02

Studying the electronic customer relationship management and its effect on bank quality outcomes

Farahani, M. J., Eaidivandi, A., & Rad, Z. (2016) · Journal of Fundamental and Applied Sciences · doi:10.4314/jfas.v8i2s.109

Investigating the effect of ethical norms on customers' commitment and relationship quality

Vaez, A., Nayebzadeh, S., & Mirfakhrodini, S. H. (2014)

CENTERIS 2014 - Conference on ENTERprise Information Systems / ProjMAN 2014 - International Conference on Project MANagement / HCIST 2014 - International Conference on Health and Social Care Information Systems and Technologies Organizational factors influenci ng effective use of CRM solutions

Šebjan, U., Bobek, S., & Tominc, P. (2014)

A Multidimensional CRM Approach for Enhancing Marketing Innovation Capabilities of Construction Companies Using Structural Equation Modeling

(2017) · International Journal of Managerial Studies and Research · doi:10.20431/2349-0349.0502007

Value of CRM initiatives for banks: Is the skepticism justified?

Rakočević, S. B., Milošević, N., & Kostić, S. C. (2017) · Marketing · doi:10.5937/markt1702107b

جودة خدمة الموقع الإلکترونی وأثرها على القیمة المقدمة للعمیل ورضا وولاء العمیل: دراسة تطبیقیة على عملاء المواقع الإلکترونیة لشرکات الاتصالات المصریة

محمد, آ. أ. ا. (2018) · مجلة کلیة التجارة للبحوث العلمیة جامعة الإسکندریة · doi:10.21608/acj.2018.36780

إدارة العلاقات مع العملاء فی المنشأت السیاحیة المصریة کأحد الاتجاهات التسویقیة الحدیثة

مرسی, ه. ه. ن. م. ه. (2017) · المجلة العلمیة لکلیة السیاحة و الفنادق جامعة الأسکندریة · doi:10.21608/thalexu.2017.48781

E-CRM on the Relationships Quality and Its Consequences: Evidence from Iranian Private Banks

Hatami, S. (2019) · Journal of information engineering and applications · doi:10.7176/jiea/9-5-01

Examining the Relevance of T-CRM and H-CRM for the Bank-Customer Partnership Quality and Willingness to Invest More

Rimbasari, A., & Wijaya, N. H. S. (2020) · Jurnal Manajemen Bisnis · doi:10.18196/mb.11299

A Bibliometric: e-CRM Business Review

Hendriyani, C., & Ruslan, B. (2021)

Key Account Management in the Banking Sector. Customer-Key Account Manager Relationship Quality, its Drivers and Outcomes.

de Sousa, D. J. F. (2021) · Portuguese National Funding Agency for Science, Research and Technology (RCAAP Project by FCT) · doi:10.34626/axrt-s916

تاثير ابعاد جودة الخدمة الالکترونية على تفضيل العملاء للمواقع الالکترونية (دراسة تطبيقية على فنادق الخمس نجوم بالقاهرة)

الهنداوي, ع. ا. ع. ا. (2016) · Al-Maǧallaẗ Al-Miṣriyyaẗ Lil Dirāsāt Al-Tiǧāriyyaẗ /Al-Maǧallaẗ Al-Miṣriyyaẗ Lil Dirāsāt Al-Tiǧāriyyaẗ · doi:10.21608/alat.2016.218280

Calidad de relación y apego en entornos online

Moreno, R. R., & Molina, C. M. (2013) · ESIC MARKET Economic and Business Journal · doi:10.7200/esicm.144.0441.1e

Sistem Pelayanan Akademik Terhadap Keluhan Mahasiswa Pada Perguruan Tinggi Untuk Mencegah Mahasiswa Berhenti Kuliah Dengan Metode Web Responsive Design

Hendri, & Pasaribu, J. P. K. (2022) · Jurnal Processor · doi:10.33998/processor.2022.17.2.1221

EFFECT OF E-CRM ON PORT PERFORMANCE THROUGH CUSTOMER SATISFACTION AND CUSTOMER LOYALTY THE CASE STUDY OF MENA REGION PORTS

Kamal, A. M. M., Salam, D. M. A., & El-Nakib, I. (2021) · EPH - International Journal of Business & Management Science · doi:10.53555/eijbms.v7i4.125

Linking Customer Relationship Management to Behavioral Intentions in Islamic Banking System: Evidence from Nigeria

Kura, K. M. (2021) · Journal of Entrepreneurship and Business · doi:10.17687/jeb.v4i1.91

CRM Practices Dimension Identification and Classification through EFA to Cluster Approach: A Customer Perspective

abdullah, S. S., & Siddique, R. M. A. (2017) · Asian Journal of Managerial Science · doi:10.51983/ajms-2017.6.1.1221

A Study on the Effect of Omnichannel Customers Acceptance Attitudes and Loyalty: Focusing on UTAUT2

Min, S. R., & Jo, D. H. (2024) · Studies in computational intelligence · doi:10.1007/978-3-031-53274-0_15

The Role of Technology in Enhancing Customer Satisfaction and Organizational Performance: An Analysis of CRM Systems and Employee BehaviorPreprint

Nekunam, O. (2024) · SSRN Electronic Journal · doi:10.2139/ssrn.4909921

The Role Moderating of E-Word of Mouth in the Relationship Between E-CRM and Customer Loyalty; Empirical Study Of Online Shopping

Mohammed, O. (2025) · Jurnal Perspektif Manajerial dan Kewirausahaan (JPMK) · doi:10.59832/jpmk.v5i1.277

Optimizing the Loan Origination System Using CRM to Improve the Agri Business Workflows

Chakravartula, K. N. (2025) · Journal of Information Systems Engineering & Management · doi:10.52783/jisem.v10i36s.6413

STRENGTHENING E-BRAND EQUITY IN THREE-STAR HOTELS IN MALAYSIA: THE ROLE OF E-CRM AND E-BRAND EXPERIENCE

Suhairi, L. H. L., & Ghani, N. H. A. (2026) · Advanced International Journal of Business Entrepreneurship and SMEs · doi:10.35631/aijbes.828027

The effects of e-CRM on customer-bank relationship: the case of Thailand

Sivaraks, P., Krairit, D., & Khang, D. B. (2012) · International Journal of Electronic Customer Relationship Management · doi:10.1504/ijecrm.2012.048719 · Cited by 2 · see citing works

Measuring e-CRM implementation and outcomes from the customers' perspectives

Sivaraks, P., Krairit, D., & Esichaikul, V. (2010) · Portland International Conference on Management of Engineering and Technology (PICMET) · Cited by 4 · see citing works

Effects of e-CRM on Customer–Bank Relationship Quality and Results

Maroofi, F., Darabi, A., & Torabi, J. (2012) · RePEc: Research Papers in Economics · Cited by 8 · see citing works

Analyzing of electronic customer relationship management system implementation (A case study: Bank Saderat in Tehran province)

Delafrooz, N., Taleghani, M., & Khorramdare, D. Y. (2013) · International Journals of Marketing and Technology · Cited by 1 · see citing works

E-CRM on the Relationships Quality and Its Consequences: Evidence from Iranian Private Banks

Taghipourian, M. J. (2019) · European Journal of Business and Management · doi:10.7176/ejbm/11-25-01 · Cited by 2 · see citing works