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The effect of customer relationship management on bank performance: In context of commercial banks in Amhara Region, Ethiopia

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  • Alemu Muleta Kebede
  • Zewdu Lake Tegegne

Abstract

This study examined the effects of Customer Relationship Management (CRM) practices on commercial banks performance in Amhara region, Ethiopia. However, the scarcity of research studies concerning CRM is still a major issue within the context of developing countries organizations like Ethiopia. Such research concept will help to improve the performance of the bank especially to improve the level of customers’ satisfaction, which could be achieved by implementing best practices of CRM. For purpose of this study, dimensions of CRM practices are Key Customer Focus, Knowledge Management, CRM organization and Technology-Based CRM. The study deals with various factors influencing commercial banks, that is, Bank performance. These are Key Customer Focus, CRM organization, Knowledge Management and Technology-Based CRM. This study deployed Binary-Logistics regression model to analyze the effect of these factors on the performance of the bank. Customers of commercial banks were selected to fill self-administered questions related to CRM die response rate reached 94.4%. All dimensions of CRM considered in this study were found statistically significant (at p value of 0.05) in determining the performance of commercial banks. According to the binary regression result, Knowledge Management is more important factor in determining bank performances.

Suggested Citation

  • Alemu Muleta Kebede & Zewdu Lake Tegegne, 2018. "The effect of customer relationship management on bank performance: In context of commercial banks in Amhara Region, Ethiopia," Cogent Business & Management, Taylor & Francis Journals, vol. 5(1), pages 1499183-149, January.
    • Handle: RePEc:taf:oabmxx:v:5:y:2018:i:1:p:1499183
    DOI: 10.1080/23311975.2018.1499183
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    Citations

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    Cited by:

    1. Marwa Salah & Mohamed A Abou-Shouk, 2019. "The effect of customer relationship management practices on airline customer loyalty," Post-Print hal-02454932, HAL.
    2. Panyi Mihály & Reicher Regina, 2019. "Succes Factors of CRM projects," Proceedings- 11th International Conference on Mangement, Enterprise and Benchmarking (MEB 2019),, Óbuda University, Keleti Faculty of Business and Management.
    3. Powel Maxwell Worimegbe & Agbaje Ifedayo, 2020. "Corporate Rebranding And Customers’ Retention. A Study Of Selected Telecommunication Firm In Nigeria," Cactus - The tourism journal for research, education, culture and soul, Bucharest University of Economic Studies, vol. 2(2), pages 17-25.
    4. Salah, Marwa & Abou-Shouk, Mohamed A., 2019. "The effect of customer relationship management practices on airline customer loyalty," MPRA Paper 98032, University Library of Munich, Germany.
    5. Powel Maxwell Worimegbe & Agbaje Ifedayo, 2020. "Corporate Rebranding And Customers Retention. A Study Of Selected Telecommunication Firm In Nigeria," Cactus - The tourism journal for research, education, culture and soul, Bucharest University of Economic Studies, vol. 2(1), pages 17-25.
    6. Guerola-Navarro, Vicente & Oltra-Badenes, Raul & Gil-Gomez, Hermenegildo & Iturricha Fernández, Agustín, 2021. "Customer relationship management (CRM) and Innovation: A qualitative comparative analysis (QCA) in the search for improvements on the firm performance in winery sector," Technological Forecasting and Social Change, Elsevier, vol. 169(C).
    7. Anteneh Mulugeta Eyasu & Demoz Arefayne, 2020. "The effect of corporate social responsibility on banks’ competitive advantage: Evidence from Ethiopian lion international bank S.C," Cogent Business & Management, Taylor & Francis Journals, vol. 7(1), pages 1830473-183, January.
    8. Salah, Marwa & Abou-Shouk, Mohamed A., 2019. "The effect of customer relationship management practices on airline customer loyalty," EconStor Open Access Articles and Book Chapters, ZBW - Leibniz Information Centre for Economics, vol. 5(2), pages 11-19.
    9. Rahman, Md. Mostafijur & Hussain, Md. Tuhin & Moon, Shahnaz Parvin & Tisha, Monika Mehjabeen & Lima, Mumtahina Tahsin, 2021. "Impact of Customer Relationship Management (CRM) on Organizational Performance: A Study from the Perspective of Bangladesh," American Journal of Trade and Policy, Asian Business Consortium, vol. 8(3), pages 225-230.

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