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Investigating the Correlation between Customer Retention Programs of CRM and Customer Retention in E-Banking Context

  • Alireza Nili
  • Abbas Keramati
Part of the Communications in Computer and Information Science book series (CCIS, volume 194)

Abstract

In this study, considering different perspectives and concepts about customer relationship management (CRM), we try to investigate the significance of the correlation between each of the customer retention programs of CRM (loyalty programs, customer service, customization, and community) and customer retention. Data from 286 top bank managers of two governmental and two private Iranian bank branches were gathered in a field survey. The results of data analysis show the positive and significant correlation between each of the customer retention programs of CRM and customer retention. The study also finds the most significant correlation between customer service and customer retention.

Keywords

Customer relationship management CRM customer retention programs customer retention electronic banking 

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Copyright information

© Springer-Verlag Berlin Heidelberg 2011

Authors and Affiliations

  • Alireza Nili
    • 1
  • Abbas Keramati
    • 2
  1. 1.Department of Business Administration, Technology, and Social Sciences, Division of Industrial Marketing and e-CommerceLulea University of Technology (LUT), Lulea, Sweden/IUCChabaharIran
  2. 2.Industrial Engineering Department, Faculty of EngineeringUniversity of TehranTehranIran

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