ASSESSMENT OF CRITICAL FACTORS IN SUCCESSFUL IMPLEMENTATION OF ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT IN PRIVATE BANKING USING ANALYTIC HIERARCHY PROCESS MODEL

Q: How can I download an article?

To download an article from SID, first log in to the site, search for the article title, and click on the 'Download Article' option.

Q: How can I download an ISI article?

To download an ISI article on SID, enter the keyword or article title in the search bar, view the relevant results, click on the desired article, and select the 'Download Article' option.

Q: How can I access the SID database?

To access the SID database, visit SID.ir, create an account, and log in to access scientific resources.

Q: Is downloading articles from SID free?

Some articles on SID are available for free, while others require payment. Details are specified on the article's page.

HASSANZADEH MOHAMMAD; DALILOTAJARI NILOOFAR

Scientific Information Database (SID) - Trusted Source for Research and Academic Resources

Journal Paper

Paper Information

Journal: INFORMATION SYSTEMS & SERVICES Year:2012 | Volume:1 | Issue:4 (4) Page(s): 77-94

Download Full-Text

مرکز اطلاعات علمی Scientific Information Database (SID) - Trusted Source for Research and Academic Resources

Persian Verion

View:

1,476

Download:

Cites:

Information Journal Paper

Title

ASSESSMENT OF CRITICAL FACTORS IN SUCCESSFUL IMPLEMENTATION OF ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT IN PRIVATE BANKING USING ANALYTIC HIERARCHY PROCESS MODEL

Author(s)

HASSANZADEH MOHAMMAD | DALILOTAJARI NILOOFAR | Issue Writer Certificate

Keywords

AHPQ3

ECRMQ3

RELATIONSHIP MARKETINGQ3

STAFF SATISFACTIONQ3

Abstract

Purpose: This research aimed in articulating critical factors (CF) in the implementation of Electronic Customer Relationship Management (ECRM) in private banking industry.Methodology: This survey was carried out using Analytic Hierarchy Process (AHP) Model. Eight critical factors in successful implementation of ECRM including culture, top managers, staff, technology, system integration, organizational mechanism, customer-friendly attitude, and motivations were investigated which each of them comprised of its own sub-elements.Findings: Results indicate that all of the critical factors are effective in the successful implementation of ECRM.Conclusion: Among the factors, being customer friendly and motivations ranked on top, while organizational culture did not seem a highly valuable priority.

Cites

THE EFFECT OF INTERNET ADVERTISING ON ELECTRONIC BANKING SERVICES

References

Cite

APA: Copy

HASSANZADEH, MOHAMMAD, & DALILOTAJARI, NILOOFAR. (2012). ASSESSMENT OF CRITICAL FACTORS IN SUCCESSFUL IMPLEMENTATION OF ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT IN PRIVATE BANKING USING ANALYTIC HIERARCHY PROCESS MODEL. INFORMATION SYSTEMS & SERVICES, 1(4 (4)), 77-94. SID. https://sid.ir/paper/218133/en

Vancouver: Copy

HASSANZADEH MOHAMMAD, DALILOTAJARI NILOOFAR. ASSESSMENT OF CRITICAL FACTORS IN SUCCESSFUL IMPLEMENTATION OF ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT IN PRIVATE BANKING USING ANALYTIC HIERARCHY PROCESS MODEL. INFORMATION SYSTEMS & SERVICES[Internet]. 2012;1(4 (4)):77-94. Available from: https://sid.ir/paper/218133/en

IEEE: Copy

MOHAMMAD HASSANZADEH, and NILOOFAR DALILOTAJARI, “ASSESSMENT OF CRITICAL FACTORS IN SUCCESSFUL IMPLEMENTATION OF ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT IN PRIVATE BANKING USING ANALYTIC HIERARCHY PROCESS MODEL,” INFORMATION SYSTEMS & SERVICES, vol. 1, no. 4 (4), pp. 77–94, 2012, [Online]. Available: https://sid.ir/paper/218133/en

Related Journal Papers