The relationship between customer relationship management (CRM) and organizational effectiveness from the perspective of the bank Mellat staff

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Rahmatnejad Asgar; SAMADI MEHRAN

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Journal: JOURNAL OF SOCIOLOGY STUDIES Year:2015 | Volume:7 | Issue:28 Page(s): 41-56

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Information Journal Paper

Title

The relationship between customer relationship management (CRM) and organizational effectiveness from the perspective of the bank Mellat staff

Author(s)

Rahmatnejad Asgar | SAMADI MEHRAN | Issue Writer Certificate

Keywords

Customer Relationship ManagementQ2

organizational effectivenessQ2

Mellat BankQ2

Abstract

This study aimed to investigate the relationship between Customer Relationship Management (CRM) and organizational effectiveness from the perspective of the bank Mellat staff. This study is based on survey results and its method is descriptive which is conducted in the branches of Bank Mellat in Tehran. The study population included all workers in the branches of Bank Mellat in Tehran and using stratified random sampling method, 364 subjects were selected as sample. To collect data two questionnaires were used that were: Customer Relationship Management questionnaire that was taken from kalantari and TaherPour et al. (1389) in 4 dimensions of organization, attending to key customers, technology-based Customer Relationship Management and management. And bank Effectiveness questionnaire in 4 dimensions of profitability, growth, obtains financing, the ability to adapt, innovation, client and staff satisfaction by Parsons (1996). To investigate factors related to the variables, professors’ view point and to test the reliability of the questionnaire Cronbach's alpha were used, and also to test the hypothesis of the research, Pearson correlation was used. The results showed that there is a positive and meaningful relationship between the components of the CRM and organizational effectiveness.

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APA: Copy

Rahmatnejad, Asgar, & SAMADI, MEHRAN. (2015). The relationship between customer relationship management (CRM) and organizational effectiveness from the perspective of the bank Mellat staff. JOURNAL OF SOCIOLOGY STUDIES, 7(28 ), 41-56. SID. https://sid.ir/paper/222656/en

Vancouver: Copy

Rahmatnejad Asgar, SAMADI MEHRAN. The relationship between customer relationship management (CRM) and organizational effectiveness from the perspective of the bank Mellat staff. JOURNAL OF SOCIOLOGY STUDIES[Internet]. 2015;7(28 ):41-56. Available from: https://sid.ir/paper/222656/en

IEEE: Copy

Asgar Rahmatnejad, and MEHRAN SAMADI, “The relationship between customer relationship management (CRM) and organizational effectiveness from the perspective of the bank Mellat staff,” JOURNAL OF SOCIOLOGY STUDIES, vol. 7, no. 28 , pp. 41–56, 2015, [Online]. Available: https://sid.ir/paper/222656/en

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