Author

Description

This research investigates the impact of training and support on the use of electronic Customer Relationship Management systems by employees, as well as how employees perceptions of e-CRM efficiency correlate with their assessment of customer satisfaction within the banking industry. While prior studies have largely concentrated on the customer viewpoint, this research fills a significant gap by examining the experiences and perspectives of bank employees who engage with e-CRM systems on a daily basis. In particular, it evaluates their views on system usability, changes in workload, and the sufficiency of training and support.

Keywords

Banking sector, customer satisfaction, electronic customer relationship management and Employee Perspectives.