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Investigating CRM activities in e-banking of Iranian banks
2008 (English)Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
Abstract [en]

One of the most important thing for the banks is how can they develop an effective process for establishing and maintaining a relationship with their key consumers? The aim of this research is to investigate CRM activities in e-banking among Iranian banks. These banks are already adopting CRM and approaching it differently, and achieving different rates of success in terms of customer satisfaction and customer relationship management. A comparative approach of their attitudes toward CRM, therefore, will reveal important insights. Following similar approaches researchers have employed in Europe, Pakistan, Malaysia, the United Kingdom, and Ireland, we investigated the touch points and services that connect banks to their customers. According to these researches in other countries, we have developed a theoretical framework to investigate CRM activities in public and private Iranian banks by interviewing with qualitative approach case study. The main components of our research framework are: Communicational/collaborative CRM, Operational CRM, and Analytical CRM. We also consider the relationship among the components. This research will reveal Iranian banks’ positioning with regard to their view, concept and the benefits of CRM, with a cross-case comparison between Iranian banks’ CRM activities, and also some conclusions for practitioners.

Place, publisher, year, edition, pages
Keyword [en]
Social Behaviour Law, Customer Relationship Management, CRM, e-banking
Keyword [sv]
Samhälls-, beteendevetenskap, juridik
URN: urn:nbn:se:ltu:diva-55775ISRN: LTU-PB-EX--08/051--SELocal ID: c9971727-7d05-459e-9869-60aefbaa64eeOAI: diva2:1029159
Subject / course
Student thesis, at least 30 credits
Educational program
Electronic Commerce, master's level
Validerat; 20101217 (root)Available from: 2016-10-04 Created: 2016-10-04Bibliographically approved

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