Customer Relationship Management and Its Impact on Banking System Operations in Nigeria

References

[1] Bihari, D. S. (2013.). (2015). CRM in Banking Sector with special reference to New Age Banks. The Journal of Internet Banking and Commerce,, 18.

[2] Boulding, W. S. (2005). A customer relationship management roadmap: What is known, potential pitfalls, and where to go. Journal of marketing,, 69(4), 155-166.

[3] Buttle, F. (2009). Customer relationship management: concepts and technologies. . Routledge.

[4] Coltman, T. (2007). Can superior CRM capabilities improve performance in banking. ,. Journal of financial services Marketing, 12(2), 102-114.

[5] Deshpandé, R. F. (1993). Corporate culture, customer orientation, and innovativeness in Japanese firms: a quadrad analysis. . The journal of Marketing,, 23-37.

[6] Fečiková, I. (2004). An index method for measurement of customer satisfaction. . The TQM magazine, , 16(1), 57-66.

[7] Gartner, W. B. (2007). Is there an elephant in entrepreneurship? Blind assumptions in theory development. In In Entrepreneurship (pp. 229-242). Springer Berlin Heidelberg.

[8] Gliem, J. A. (2003). Calculating, interpreting, and reporting Cronbach’s alpha reliability coefficient for Likert-type scales. Midwest Research-to-Practice Conference in Adult, Continuing, and Community Education.

[9] Hansemark, O. C. (2004). Customer satisfaction and retention: the experiences of individual employees. Managing Service Quality. An International Journal, journal of service theory and practice, 14(1), 40-57.

[10] Hsieh. (2009). A case of managing customer relationship management systems. An empirical insights and lessons learned. International journal of information management, 29, 416-419.

[11] Laketa, M. S. (2015). Customer relationship management: Concept and importance for banking sector. UTMS Journal of Economics, 6(2), 241.

[12] Lun, Z. J. (2008). Customer relationship management system framework design of Beijing Rural Commercial Bank. . IEEE International Conference on Service Operations and Logistics, and Informatics,.

[13] Oliver, R. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. . Journal of Marketing Research,, 460-469.

[14] Onut, S. E. (2007). Customer Relationship Management in Banking Sector and a Model Design for Banking Performance Enhancement,.

[15] Rababah, K. M. (2011). Customer Relationship Management (CRM) Processesfrom Theory to Practice: The Pre-implementation Plan ofCRM System. International Journal of e-Education, e-Business, e-Management and e-Learning, 1(1), 22.

[16] Sin, L. Y. (2005). CRM: conceptualization and scale development. European Journal of marketing,, 39(11-12), 1264-1290.

[17] Slywotzky, A. &. (2003). The dangers of product-driven success: what’s the next growth act? Journal of Business Strategy, 24(2), 16-25.

@article{1713413,
      author = {Felix Francis, Zirra, Clifford Tizhe Oaya (PhD)},
      title = {Customer Relationship Management and Its Impact on Banking System Operations in Nigeria},
      journal = {Iconic Research And Engineering Journals},
      year = {2026},
      volume = {9},
      number = {7},
      pages = {584-592},
      issn = {2456-8880},
      url = {https://www.irejournals.com/formatedpaper/1713413.pdf},
      abstract = {The advent of technology and incorporating it into business has brought about embracing software such as enterprise applications to boost business effectiveness and efficiency. Customer Relationship Management involves interacting with customer and focusing on customer so as to build, retain and maintain relationship. The level at which technology is on the increase have a significant positive impact to the banking system but is challenging when the technology is not properly implemented whereby the technology is not aligned with the business strategy. The study aimed to analyze the impact of customer relationship management in the banking system operations the case of First bank, Nigeria. Quantitative research techniques were used to analyze the impact of Customer Relationship Management in the banking system operations in which questionnaires were administered to both bank staff and its customer. The data collected were analyzed using statistical package for social sciences, analyzing using frequency, correlation, and regression analysis using linear regression. The correlation coefficient states clearly indicating that there is a positive relationship between Customer Relationship Management and customer satisfaction in the case of increased effective operations. Regression analysis states that Customer Relationship Management has 51.6 % impact on customer satisfaction and customer Relationship Management has 53.7% impact on increased effective operations.},
      keywords = {Customer Relationship, Management, Satisfaction, Banking System.},
      month = {January},
      doi = {https://doi.org/10.64388/IREV9I7-1713413}
  }