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Anglický jazyk
e-CRM Readiness in the Banking Industry
Autor: Nermine Abd Al Kader
This study explores electronic Customer Relationship Management (e-CRM) in Egypt. A pragmatic research approach was employed. A framework is drawn in order to identify the main factors affecting e-CRM readiness in the Egyptian banking industry. In order... Viac o knihe
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O knihe
This study explores electronic Customer Relationship Management (e-CRM) in Egypt. A pragmatic research approach was employed. A framework is drawn in order to identify the main factors affecting e-CRM readiness in the Egyptian banking industry. In order to better understand the problem at hand, three different structured questionnaires were devised to survey a large number of bank employees and users. Data collected was analysed statistically using SPSS. Semi-structured interviews were also conducted with a small number of decision makers at five different banks, which allowed a more penetrating study in Egyptian banking industry. Quantitative method was used through distributing a questionnaire to employees in five banks. Data obtained from the questionnaire was triangulated with data gathered from other sources: interviews with branch managers and observations. Findings of the empirical research were evaluated against the framework suggested in the beginning leading to a final framework that assesses e-CRM readiness in banking industry.
- Vydavateľstvo: LAP LAMBERT Academic Publishing
- Rok vydania: 2015
- Formát: Paperback
- Rozmer: 220 x 150 mm
- Jazyk: Anglický jazyk
- ISBN: 9783659383625
Nemecký jazyk 
