Business, Management and Accounting
3 years ago

Customer trust boosts loyalty in Bangladesh banks, revolutionizing CRM strategies.

International Journal of Bank Marketing
The relationship between CRM and customer loyalty: the moderating role of customer trust
Mirza Mohammad Didarul Alam, Rashed Al Karim, Wardha Habiba

Paper Summary

Related papers

Business, Management and Accounting
8 years ago

Customer Retention Doesn't Equal Profit: Debunking Myths of Customer Management

Customer Relationships
Multilevel Marketing
Big Data Analytics
2 views
4 years ago

Building Customer Trust and Satisfaction Boosts Loyalty at Fitness Centers

2 views
Business, Management and Accounting
5 years ago

Happy Customers Lead to Business Growth and Success

Customer Relationships
Consumer Behavior
Retail Behavior
2 views

The study looked at how customer trust affects the relationship between customer relationship management (CRM) and customer loyalty in the banking sector in Bangladesh. They surveyed 350 bank customers and found that CRM components like customer orientation, advocacy, and knowledge positively impact customer loyalty. Customer trust only moderates the relationship between customer knowledge and loyalty, not other CRM components. This research adds new insights to the CRM literature, especially in the banking sector of Bangladesh.