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Customer Relationship Management Practices in Islamic Banks

In: Customer Relationship Management and IT

Author

Listed:
  • Ahmad Rafiki

Abstract

This chapter explores the implementation of customer relationship management (CRM) in Islamic banks through two components of organizational and technological factors. The CRM is one of the solutions to resolve the two common issues that are low level of public awareness toward the Islamic banks' products and low level of Islamic financial literacy. A mix method that is used in this chapter consists of quantitative method using descriptive analysis and qualitative method using content analysis based on a review of literature. A stratified sampling technique is used to collect questionnaires from a total of 22 respondents. The findings reveal that a majority of respondents agreed to all statements related to organizational and technological factors, which affect the CRM implementation. The information in this chapter can be useful, or as a reference, for stakeholders, particularly the financial service authority and the bank of Indonesia in developing the Islamic banks.

Suggested Citation

  • Ahmad Rafiki, 2020. "Customer Relationship Management Practices in Islamic Banks," Chapters, in: Danil Dintsis (ed.), Customer Relationship Management and IT, IntechOpen.
    • Handle: RePEc:ito:pchaps:202415
    DOI: 10.5772/intechopen.89225
    as

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    File URL: https://www.intechopen.com/chapters/69825
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    File URL: https://libkey.io/10.5772/intechopen.89225?utm_source=ideas
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    More about this item

    Keywords

    CRM; organizational factor; technological factor; Islamic banks; Indonesia;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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