About this document
E-CRM by boubidirania17 is a document available to read on EtoBox.
The document discusses the relationship between E-CRM, customer experience, customer satisfaction, and customer loyalty in the banking industry based on a literature review from 2002-2019. It aims to understand these concepts and study their relationships and benefits to banks and customers. While significant positive relationships between these variables were found, the relationship between E-CRM and customer experience was not clearly explored.
- Author
- boubidirania17
- Language
- EN