TY  - JOUR
AB  - Purpose The purpose of this paper is to develop an integrated framework to explore the influences of electronic customer relationship management (ECRM) success factors (process fit, customer information quality and system support) on customer satisfaction, customer trust and customer retention, which, in turn, impact upon the business financial performance of Jordanian commercial banks in Amman city.Design/methodology/approach Using a sample of 343 branch managers, assistant branch managers and heads of departments in Jordanian commercial banks, who answered a self-administrated questionnaire, data were collected and analysed using structural equation modelling (AMOS 17.0).Findings The results showed that the ECRM success factors (process fit, customer information quality and system support) positively affected customer satisfaction, customer trust and customer retention. Furthermore, the authors discovered that customer satisfaction and customer trust positively influenced customer retention. It was determined that customer satisfaction, customer trust and customer retention positively impact on a business’s financial performance.Originality/value Previous research lacks the link between ECRM success factors and business performance (financial and non-financial).
VL  - 31
IS  - 1
SN  - 1355-5855
DO  - 10.1108/APJML-10-2017-0270
UR  - https://doi.org/10.1108/APJML-10-2017-0270
AU  - Al-Dmour Hani H.
AU  - Algharabat Raed Salah
AU  - Khawaja Rawan
AU  - Al-Dmour Rand H.
PY  - 2019
Y1  - 2019/01/01
TI  - Investigating the impact of ECRM success factors on business performance: Jordanian commercial banks
T2  - Asia Pacific Journal of Marketing and Logistics
PB  - Emerald Publishing Limited
SP  - 105
EP  - 127
Y2  - 2024/04/18
ER  -