Download Proceedings of 4th Global Business and Finance Research Conference

Proceedings of 4th Global Business and Finance Research Conference
25 - 27 May 2015, Marriott Hotel, Melbourne, Australia
ISBN: 978-1-922069-76-4
Customer Relationship Management and Bank Quality
Performance in E-Business under Sanction Conditions
Omid Pour Mirza and Arezou Pour Mirza
The purpose of the present study is to find out the CRM functioning and effectiveness in
private banking sectors of Iran, as perceived by the customers. It also attempts to find the
relationship between perception and bank’s quality performance in e-banking activities.
The study has been conducted using a survey and probability sampling technique on a
sample group of 320 respondents in four branches of Saman Bank in Tehran. The
empirical data were collected through the survey in which the structured and semistructured questions were included in the questionnaires with 7-point Likert scale. The
collected data is analysed using bivariate and multivariate statistics. It has been
concluded that a number of factors, including implementation of customer relationship
management as well as IT usage and unsustainable environmental conditions affect
significantly bank’s quality performance. The customers expect bank staffs should be
courteous in conversation. Additionally, it revealed that sociality communication plays a
crucial role in providing fertile ground for bank and customers to achieve share
understanding as well as convergence and more relational development. The practical
implications are discussed, and suggestions for further research are presented.
Key Words: E-banking, Customer attitude, Private sector, Survey, Unstable conditions
______________________
Mr. Omid Pour Mirza, NNC corporation R&D research consultant, Msc Information Technology &
Management, Email: [email protected]
Dr. Arezou PourMirza, School of Information Systems and Business Analytics, Deakin University,
Australia, Email: [email protected]