Effects of CRM Success Factors on Job & Customer Performance in Banking Sectors: Focused on the Mediating Effect of Internal Member Satisfaction

• 발행기관: 한국유통과학회
• 저자명: Yoon Sang Byun Cheong Yeul Park
• 간행물 정보: 『유통과학연구(JDS)』제15권 제1호, 57~70쪽, 전체 14쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2017.01.30

영문 초록

Purpose - This study examined the effects of CRM success factors on business performance and customer performance, and the effects on job performance and customer performance through internal member satisfaction by considering of technology, organizational environment and customer relationship factors in CRM success factors from banking sectors. Research design, data, and methodology - An online questionnaire was conducted to 251 employees in banking sectors. The data were analyzed by SPSS 22.0 and Amos 21.0. CRM success factors, internal member satisfaction, job performance, and customer performance were analyzed by descriptive statistics and Pearson s correlation analysis. The bootstrapping in structural equations was conducted to verify the mediating effect of internal member satisfaction. Results - Internal members’ satisfaction had a positive effect on job and customer performance. It mediated the relationship between organizational environment, customer relationship factors and job performance. It also mediated the relationship between organizational environment and customer performance. Conclusions - If internal members’ relationship with customers is improved by the members’ satisfaction, customer retention, customer satisfaction, and work performance will be achieved. The stability and usability in CRM system support jobs effectively, but the internal members did not feel their job satisfaction. Thus, they did not show a positive effect on job and customer performance.

목차

Abstract

1. Introduction

2. Theoretical Background

3. Research Methodology

4. Research Results

5. Conclusions

Reference

키워드

CRM Success Factor Internal Member Satisfaction Job Performance Customer Performance Mediating Effect