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The Impact of Customer Relationship Management Implementation on Cost and Profit Efficiencies: Evidence from the U.S. Commercial Banking Industry
cost efficiency customer relationship management profit efficiency stochastic frontier analysis
2011/9/28
The impact of customer relationship management (CRM) implementation on firm performance is an issue of considerable debate. This study examines the impact of CRM implementation on two metrics of firm ...
Measuring the Post-Adoption Customer Perception of Mobile Banking Services
liberalization internalization financial market progress banks face mobile banking users
2011/9/27
With liberalization and internalization in the financial market and progress in information technology, banks face dual competitive pressures to provide service quality and administrative efficiency. ...
Measuring customer quality in retail banking
CREDIT CARDS FINANCIAL DELINQUENCY LATENT VARIABLES LOAN DEFAULT PREDICTION
2011/9/27
The retail banking sector makes heavy use of statistical models to predict various aspects of customer behaviour. These models are built using data from earlier customers, but have several weaknesses....
SERVICE QUALITY, RELATIONSHIP QUALITY, AND CUSTOMER LOYALTY IN TAIWANESE INTERNET BANKS
customer loyalty Internet banking relationship quality service quality
2011/9/24
While deregulation of financial institutions has increased competition in the Taiwanese banking industry, the advent of e-commerce has provided business opportunities for consumer financing operations...