Title: The relationships among information systems, knowledge sharing, and customer relationship management in banking industry

Authors: Thanh-Binh Phung

Addresses: Department of Business Administration, National Dong Hwa University, No.1, Sec. 2, Da Hsueh Rd., Shoufeng, Hualien 97401, Taiwan, ROC

Abstract: Knowledge sharing continues to be an important research topic because it is a prerequisite to good customer relationship management (CRM). Knowledge sharing will lead to higher profitability through increasing CRM capability. This idea seems to have been ignored by other researchers. Previous research has focused on individuals' belief, attitudes, and behaviours that affect knowledge sharing and CRM but had paid little attention to the fact that technology is a mechanism that fosters knowledge sharing and hence increases CRM profitability. Applying the technology acceptance model (TAM) and Delone and McLean (D&M), the article presents a synthesis framework linking technology characteristics, beliefs of users, knowledge sharing, CRM capabilities, and profitability. We test the framework thorough the Structural Equation Modelling (SEM) approach. The data consist of 325 questionnaires for the banking industry in Vietnam. The study reveals that technology characteristics have a significant impact on knowledge sharing but not on CRM. Moreover, the research found that knowledge sharing contributes to improving CRM capability and profitability.

Keywords: banks; customer relationship management; CRM; Delone and McLean model; knowledge sharing; technology acceptance model; TAM; information systems; banking industry; user beliefs; profitability; Vietnam.

DOI: 10.1504/IJECRM.2016.079380

International Journal of Electronic Customer Relationship Management, 2016 Vol.10 No.1, pp.65 - 87

Received: 19 Jan 2016
Accepted: 14 Jun 2016

Published online: 23 Sep 2016 *

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