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Electronic customer relationship management (E-CRM), customer experience and customer satisfaction: evidence from the banking industry.

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Title: Electronic customer relationship management (E-CRM), customer experience and customer satisfaction: evidence from the banking industry.
Authors: Kumar, Pushpender1 (AUTHOR) pkumar@kmc.du.ac.in, Mokha, Anupreet Kaur2 (AUTHOR) anupreetmokha.6@gmail.com, Pattnaik, Subash Chandra3 (AUTHOR) pattnaik.subash0106@gmail.com
Source: Benchmarking: An International Journal. 2022, Vol. 29 Issue 2, p551-572. 22p.
Subjects: Customer relationship management, Customer experience, Customer satisfaction, Banking industry, Private banks, Structural equation modeling
Geographic Terms: Delhi (India)
Abstract: Purpose: The purpose of this paper was to examine the relationship between electronic customer relationship management (E-CRM) and customer satisfaction through the mediating role of customer experience in the banking industry. Design/methodology/approach: The data were collected from customers of 10 banks (5 public and 5 private sector banks) of Delhi, India. In total, 836 useable structured questionnaires were filled, and the data were analyzed using structural equation modeling (SEM) through AMOS. Findings: The results revealed that customer experience mediated the relationship between E-CRM and customer satisfaction confirming well with the hypothesized model. Research limitations/implications: The model was tested in the domain of banking industry; future results may be conducted in different domains for improving generalizability. A comparative study between public and private sector banks in terms of E-CRM, customer experience and customer satisfaction could also be conducted. Originality/value: The study was the first to unequivocally analyze the influence of the E-CRM on customer satisfaction through customer experience in the banking industry. The study also introduced stimulus-organism-response (S-O-R) model as a theoretical support to associate E-CRM to customer satisfaction through customer experience. Thus, this study will enhance the current knowledge base and will also aid E-CRM managers amid decision-making process. [ABSTRACT FROM AUTHOR]
Copyright of Benchmarking: An International Journal is the property of Emerald Publishing Limited and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)
Database: Engineering Source
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Header DbId: egs
DbLabel: Engineering Source
An: 155148985
AccessLevel: 6
PubType: Academic Journal
PubTypeId: academicJournal
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  Label: Title
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  Data: Electronic customer relationship management (E-CRM), customer experience and customer satisfaction: evidence from the banking industry.
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  Data: <searchLink fieldCode="AR" term="%22Kumar%2C+Pushpender%22">Kumar, Pushpender</searchLink><relatesTo>1</relatesTo> (AUTHOR)<i> pkumar@kmc.du.ac.in</i><br /><searchLink fieldCode="AR" term="%22Mokha%2C+Anupreet+Kaur%22">Mokha, Anupreet Kaur</searchLink><relatesTo>2</relatesTo> (AUTHOR)<i> anupreetmokha.6@gmail.com</i><br /><searchLink fieldCode="AR" term="%22Pattnaik%2C+Subash+Chandra%22">Pattnaik, Subash Chandra</searchLink><relatesTo>3</relatesTo> (AUTHOR)<i> pattnaik.subash0106@gmail.com</i>
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  Data: <searchLink fieldCode="JN" term="%22Benchmarking%3A+An+International+Journal%22">Benchmarking: An International Journal</searchLink>. 2022, Vol. 29 Issue 2, p551-572. 22p.
– Name: Subject
  Label: Subjects
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  Data: <searchLink fieldCode="DE" term="%22Customer+relationship+management%22">Customer relationship management</searchLink><br /><searchLink fieldCode="DE" term="%22Customer+experience%22">Customer experience</searchLink><br /><searchLink fieldCode="DE" term="%22Customer+satisfaction%22">Customer satisfaction</searchLink><br /><searchLink fieldCode="DE" term="%22Banking+industry%22">Banking industry</searchLink><br /><searchLink fieldCode="DE" term="%22Private+banks%22">Private banks</searchLink><br /><searchLink fieldCode="DE" term="%22Structural+equation+modeling%22">Structural equation modeling</searchLink>
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  Data: <searchLink fieldCode="DE" term="%22Delhi+%28India%29%22">Delhi (India)</searchLink>
– Name: Abstract
  Label: Abstract
  Group: Ab
  Data: Purpose: The purpose of this paper was to examine the relationship between electronic customer relationship management (E-CRM) and customer satisfaction through the mediating role of customer experience in the banking industry. Design/methodology/approach: The data were collected from customers of 10 banks (5 public and 5 private sector banks) of Delhi, India. In total, 836 useable structured questionnaires were filled, and the data were analyzed using structural equation modeling (SEM) through AMOS. Findings: The results revealed that customer experience mediated the relationship between E-CRM and customer satisfaction confirming well with the hypothesized model. Research limitations/implications: The model was tested in the domain of banking industry; future results may be conducted in different domains for improving generalizability. A comparative study between public and private sector banks in terms of E-CRM, customer experience and customer satisfaction could also be conducted. Originality/value: The study was the first to unequivocally analyze the influence of the E-CRM on customer satisfaction through customer experience in the banking industry. The study also introduced stimulus-organism-response (S-O-R) model as a theoretical support to associate E-CRM to customer satisfaction through customer experience. Thus, this study will enhance the current knowledge base and will also aid E-CRM managers amid decision-making process. [ABSTRACT FROM AUTHOR]
– Name: AbstractSuppliedCopyright
  Label:
  Group: Ab
  Data: <i>Copyright of Benchmarking: An International Journal is the property of Emerald Publishing Limited and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract.</i> (Copyright applies to all Abstracts.)
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RecordInfo BibRecord:
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    Identifiers:
      – Type: doi
        Value: 10.1108/BIJ-10-2020-0528
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      – Code: eng
        Text: English
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        PageCount: 22
        StartPage: 551
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        Type: general
      – SubjectFull: Customer experience
        Type: general
      – SubjectFull: Customer satisfaction
        Type: general
      – SubjectFull: Banking industry
        Type: general
      – SubjectFull: Private banks
        Type: general
      – SubjectFull: Structural equation modeling
        Type: general
      – SubjectFull: Delhi (India)
        Type: general
    Titles:
      – TitleFull: Electronic customer relationship management (E-CRM), customer experience and customer satisfaction: evidence from the banking industry.
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            NameFull: Kumar, Pushpender
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            NameFull: Mokha, Anupreet Kaur
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            NameFull: Pattnaik, Subash Chandra
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              M: 02
              Text: 2022
              Type: published
              Y: 2022
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            – TitleFull: Benchmarking: An International Journal
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