IDEAS home Printed from https://ideas.repec.org/a/eco/journ3/2019-04-6.html
   My bibliography  Save this article

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
    as

    Download full text from publisher

    File URL: https://www.econjournals.com/index.php/irmm/article/download/8151/pdf
    Download Restriction: no
    File URL: https://www.econjournals.com/index.php/irmm/article/view/8151/pdf
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. 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.
    2. 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.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Anran Zhang & Alex Scodellaro & Bo Pang & Hui-Yi Lo & Zhengliang Xu, 2020. "Attribution and Effectiveness of Cause-Related Marketing: The Interplay between Cause–Brand Fit and Corporate Reputation," Sustainability, MDPI, vol. 12(20), pages 1-17, October.
    2. Farzana Riva & Mohammad Rajib Uddin & Mohammad Rabiul Basher Rubel, 2020. "Effect of Customers’ Attitude, Involvement on Purchase Intention: Moderating Effect of Cause Related Marketing Campaigns," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 11(2), pages 1-75, March.
    3. Kristína Predanocyová & Peter Šedík & Ľubica Kubicová & Elena Horská, 2018. "Consumption and Offer of Organic Food on the Slovak Market," Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis, Mendel University Press, vol. 66(5), pages 1315-1323.
    4. BARTOSOVA Simona & POLIACIKOVA Eva & MUSOVA Zdenka, 2022. "Consumers´ Perception of Responsible Companies and Using of Cause-Related Marketing in their CSR Practice," European Journal of Interdisciplinary Studies, Bucharest Economic Academy, issue 02, June.
    5. Mohammad Nabil Shaaban & Soha Ashraf Ghoneim, 2017. "Assessing the Effect of Customer Relationship Management on Hotels’ Marketing Performance: The Mediating Role of Marketing Capabilities – Evidence from Sharm El-Sheikh, Egypt," Tourism Research Institute, Journal of Tourism Research, vol. 18(1), pages 84-104, November.
    6. Maziriri E T & Chinomona E, 2016. "Modeling the Influence of Relationship Marketing, Green Marketing and Innovative Marketing on the Business Performance of Small, Medium and Micro Enterprises (SMMES)," Journal of Economics and Behavioral Studies, AMH International, vol. 8(3), pages 127-139.
    7. Yang Zhang & Su Zhang & Fu-Chieh Hsu, 2023. "Crisis Management Performance of Upscale Hotels in the Greater Bay Area, China: A Comparative Study in a Complex Institutional Situation," Sustainability, MDPI, vol. 15(6), pages 1-24, March.
    8. Šontaitė-Petkevičienė Miglė & Grigaliūnaitė Rūta, 2021. "The View of Customers Towards the Usage of Cause-Related Marketing to Build Good Corporate Reputation," Management of Organizations: Systematic Research, Sciendo, vol. 85(1), pages 107-126, June.
    9. Nader Aljawarneh & Ziyad Alomari, 2018. "The Role of Enterprise Resource Planning Systems ERP in Improving Customer Relationship Management CRM: An Empirical Study of Safeway Company of Jordan," International Journal of Business and Management, Canadian Center of Science and Education, vol. 13(8), pages 1-86, June.
    10. Ingrida Košičiarová & Zdenka Kádeková & Mária Holotová & Ľubica Kubicová & Kristína Predanocyová, 2020. "Consumer Preferences in the Content of Loyalty to the Yoghurt Brand," AGRIS on-line Papers in Economics and Informatics, Czech University of Life Sciences Prague, Faculty of Economics and Management, vol. 12(1), March.
    11. Marco Lerro & Maria Raimondo & Marcello Stanco & Concetta Nazzaro & Giuseppe Marotta, 2019. "Cause Related Marketing among Millennial Consumers: The Role of Trust and Loyalty in the Food Industry," Sustainability, MDPI, vol. 11(2), pages 1-16, January.

    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

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eco:journ3:2019-04-6. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Ilhan Ozturk (email available below). General contact details of provider: http://www.econjournals.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.