Int. J. of Electronic Customer Relationship Management   »   2012 Vol.6, No.3/4

 

 

Title: Determining the main dimensions that affect e-customer relationship management readiness in the Egyptian banking industry

 

Authors: N. El Essawi; R. Abd El Aziz

 

Addresses:
Arab Academy for Science and Technology and Maritime Transport, P.O. Box 1024, Miami, Alexandria, Egypt
Arab Academy for Science and Technology and Maritime Transport, P.O. Box 1024, Miami, Alexandria, Egypt

 

Abstract: Adopting electronic customer relationship management (e-CRM) in a country like Egypt, with over 80 million, needs clear understanding of the Egyptian users' characteristics, perception, and e-readiness. E-CRM provides various benefits to banks, employees and bank clients, and can serve a great number of users regardless of the bank's capacity and working hours. In order to better understand the e-CRM readiness in the Egyptian context, a structured questionnaire was devised to survey a sufficient number of bank employees; as the actual e-CRM users. The investigation was conducted in Alexandria, as the second main city in Egypt. Data collected was analysed statistically using SPSS. From the data analysis, supported by a review of literature, the researchers could better understand the problem, derive conclusions and make recommendations to e-CRM decision makers, which would help promote and enhance the e-CRM in Egypt.

 

Keywords: electronic CRM; customer relationship management; e-CRM adoption; e-readiness; readiness; adoption; technology perception; banking industry; Egypt; organisational culture; corporate strategy; employee perception.

 

DOI: 10.1504/IJECRM.2012.051874

 

Int. J. of Electronic Customer Relationship Management, 2012 Vol.6, No.3/4, pp.217 - 234

 

Available online: 29 Jan 2013

 

 

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