An evaluation of customer perceptions on CRM within the UK retail banking
(2012)
Journal Article
Abdou, H., Idiongette, E., & Mulkeen, J. (2012). An evaluation of customer perceptions on CRM within the UK retail banking. Journal of Money, Investment and Banking, 26, 74-86
This paper aims to investigate customer perceptions of the concept of CRM and its relevance to customer satisfaction and loyalty in the UK retail banking industry. It also seeks to identify the critical factors that can impact on a consumer’s choice... Read More about An evaluation of customer perceptions on CRM within the UK retail banking.