DocumentCode :
538247
Title :
Factors and barriers affecting the implementation of crm-taiwan banking industry
Author :
Malhotra, Nikhil ; Ho, Chien-Ta Bruce
Author_Institution :
Inst. of Technol. Manage., Nat. Chung Hsing Univ., Taichung, Taiwan
fYear :
2010
fDate :
6-9 Oct. 2010
Firstpage :
1
Lastpage :
7
Abstract :
In this paper, the factors influencing the implementation of customer relationship management (CRM) at banking industry in Taiwan were analyzed. Twenty domestic listed banks participated in this study. The findings of the research indicate that business benefit, implementation/practice, innovation and diversification, business dynamics factors affect CRM. It was also determined that the most important barriers to banking industry are inadequate supporting budgets, inadequate complementary measure, and lack of cultural readiness. The relationships between different factors were also analyzed and some recommendations were proposed to address the current situation.
Keywords :
banking; customer relationship management; CRM; Taiwan banking industry; business benefit; business dynamic factor; cultural readiness; customer relationship management; diversification; inadequate complementary measure; inadequate supporting budget; innovation; Banking; Correlation; Education; Organizations; Technological innovation; Banking Industry; Customer Relationship Management; Factor Analysis; Regression Analysis;
fLanguage :
English
Publisher :
ieee
Conference_Titel :
Supply Chain Management and Information Systems (SCMIS), 2010 8th International Conference on
Conference_Location :
Hong Kong
Print_ISBN :
978-962-367-696-0
Type :
conf
Filename :
5681733
Link To Document :
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