Clarifying the effect of customer knowledge management to improve business performance of banks: considering the role of electronic customer relationship management

Q2 Business, Management and Accounting

International Journal of Electronic Customer Relationship Management Pub Date : 2019-12-05 DOI:10.1504/ijecrm.2019.10025684

A. Rastgar, E. Esmaili, Reihaneh Naderi, Amin Hemmati

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引用次数: 5

Abstract

All companies need to create a better and more powerful customer knowledge management for improving customer satisfaction and business performance. A number of studies have examined the positive effects that customer knowledge management may have on business performance, and the positive effects that customer relationship management may have on business performance. But the main objective of this study is to evaluate the role of electronic customer relationship management on relationship between customer knowledge management and business performance. The research population is Mellat Bank's clients in Tehran. For data analysis, structural equation modelling is used. The results showed that customer knowledge management and electronic customer relationship management are affecting direct factors on business performance. Also, there is indirect effect between customer knowledge management and business performance through electronic customer relationship management. On the other hand, both analytical and operational customer relationship management have effect on business performance.

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明确客户知识管理对提高银行经营绩效的作用:以电子客户关系管理为例

所有公司都需要创建一个更好、更强大的客户知识管理，以提高客户满意度和业务绩效。许多研究考察了客户知识管理对企业绩效的积极影响，以及客户关系管理对企业业绩的积极影响。但本研究的主要目的是评估电子客户关系管理在客户知识管理和企业绩效之间的关系中的作用。研究对象是Mellat银行在德黑兰的客户。对于数据分析，使用结构方程建模。结果表明，客户知识管理和电子客户关系管理是影响企业绩效的直接因素。此外，通过电子客户关系管理，客户知识管理与企业绩效之间存在间接影响。另一方面，分析客户关系管理和运营客户关系管理都会对企业绩效产生影响。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

International Journal of Electronic Customer Relationship Management Business, Management and Accounting-Business, Management and Accounting (all)

CiteScore

1.30

自引率

0.00%

发文量

期刊介绍： The aim of IJECRM is to provide an international forum and refereed reference in the field of electronic customer relationship management (ECRM). It also addresses the interaction, collaboration, partnership and cooperation between small and medium sized enterprises (SMEs) and larger enterprises in a customer relationship. More innovative analysis and better understanding of the complexity involved in a customer relationship are essential in today''s global businesses. Therefore, manuscripts offering theoretical, conceptual, and practical contributions for ECRM are encouraged. Topics covered include: -Electronic customer relationship management (ECRM) -CRM strategy, marketing, technology and software -Custom marketing and sales management -Customer lifetime value, loyalty, satisfaction, behaviour, databases -Issues for implementing CRM systems/solutions for CRM problems -Tools for capturing customer information, managing/sharing customer data -Partner relationship management, strategic alliances/ partnerships -Business to business market (B2B), business to consumer market (B2C) -Enterprise resource planning (ERP) -Supply chain dynamics and uncertainty, supplier relationship management (SRM) -E-commerce customer relationships on the internet -Supply chain management, channel management, demand chain management -Manufacturing, logistics and information technology/systems -Supplier and distribution networks, international issues -Performance measurement/indicators, research, modelling