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The Impact of Consumer Buying Behavior on Customer Relationship Management in the Banking Sector

Author

Listed:
  • Mohannad A. M. Abu Daqar

    (Department of Management and Business Administration, Doctoral School of Management and Business Administration, Szent István University, Hungary, 2100, Pater Karoly Utca 1, Gödöllo, Hungary)

  • Ahmad K. A. Smoudy

    (Department of Business Administration, Palestine.)

Abstract

The main aim of this study is to investigate the impact of Customer Relationship Management on consumer buying behavior. The researcher used primary data through a close-ended structured survey were distributed at banks customers in Palestine, and the second source of data is the interviews with selective banks top management in Palestine who is dealing with CRM. The results of this research work revealed that there is a positive strong relationship between CRM and consumer buying behavior. Consumer Buying Behavior explained 75.75% of the variance (R²= 0.7575, F (1,98) =375,703, P

Suggested Citation

  • Mohannad A. M. Abu Daqar & Ahmad K. A. Smoudy, 2019. "The Impact of Consumer Buying Behavior on Customer Relationship Management in the Banking Sector," International Review of Management and Marketing, Econjournals, vol. 9(4), pages 39-46.
    • Handle: RePEc:eco:journ3:2019-04-6
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    References listed on IDEAS

    as
    1. Lucyna Witek, 2016. "Influence of Socio-demographic Characteristics of Consumers on Attitudes Towards Cause Related Marketing," Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis, Mendel University Press, vol. 64(6), pages 2173-2182.
    2. Abdul Alem Mohammed & Basri bin Rashid, 2012. "Customer Relationship Management (CRM) in Hotel Industry: A framework Proposal on the Relationship among CRM Dimensions, Marketing Capabilities and Hotel Performance," International Review of Management and Marketing, Econjournals, vol. 2(4), pages 220-230.
    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    Customer Relationship Management; Consumer Buying Behavior; Integrated Marketing Communication.;
    All these keywords.

    JEL classification:

    • M30 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - General
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • G21 - Financial Economics - - Financial Institutions and Services - - - Banks; Other Depository Institutions; Micro Finance Institutions; Mortgages

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