Evaluation of the effects of e-CRM on customer loyalty (case study: Esfahan Branch´s of Sepah Bank)

In today´s competitive world, success is very close relationship with customer loyalty towards the organization. In several studies have shown that increased communication with clients and maintaining relationships with themwill eventually pave the way to customer satisfaction and loyalty; Especially commercial and service organizations such as banks seeking major improvements in the way of their progress and customers are the main driving of these organizations. Loyalty maybe the one of most important structures in the marketing, Because of its ultimate effect on repurchase behavior of customers. However, with the increasing development and the emergence of new technologies in the context of the Internet, it is important to communicate with customers through modern methods and also with spending less time and money to be made on both sides. Given the importance of the issues raised, this study is designed to explore the impact of electronic customer relationship management (e-CRM) on customer loyalty. The purpose of the study is practical; and in terms of methodology is cross-correlation. The population of this research is the customers of Sepah Bank in Isfahan city branches.