Journal of Information Systems Engineering and Management

Elevating Customer Relationship Management in Chinese Banking: A Synergy of Information Technology and Strategic Practices
Binbin Ke 1, Che Aniza Che Wel 2 *
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1 Ph.D candidate, Faculty of Economics and Management, Universiti Kebangsaan Malaysia, Bangi, Malaysia
2 Associate Professor, Faculty of Economics and Management, Universiti Kebangsaan Malaysia, Bangi, Malaysia
* Corresponding Author
Research Article

Journal of Information Systems Engineering and Management, 2024 - Volume 9 Issue 2, Article No: 24663
https://doi.org/10.55267/iadt.07.14676

Published Online: 23 Apr 2024

Views: 110 | Downloads: 69

How to cite this article
APA 6th edition
In-text citation: (Ke & Wel, 2024)
Reference: Ke, B., & Wel, C. A. C. (2024). Elevating Customer Relationship Management in Chinese Banking: A Synergy of Information Technology and Strategic Practices. Journal of Information Systems Engineering and Management, 9(2), 24663. https://doi.org/10.55267/iadt.07.14676
Vancouver
In-text citation: (1), (2), (3), etc.
Reference: Ke B, Wel CAC. Elevating Customer Relationship Management in Chinese Banking: A Synergy of Information Technology and Strategic Practices. J INFORM SYSTEMS ENG. 2024;9(2):24663. https://doi.org/10.55267/iadt.07.14676
AMA 10th edition
In-text citation: (1), (2), (3), etc.
Reference: Ke B, Wel CAC. Elevating Customer Relationship Management in Chinese Banking: A Synergy of Information Technology and Strategic Practices. J INFORM SYSTEMS ENG. 2024;9(2), 24663. https://doi.org/10.55267/iadt.07.14676
Chicago
In-text citation: (Ke and Wel, 2024)
Reference: Ke, Binbin, and Che Aniza Che Wel. "Elevating Customer Relationship Management in Chinese Banking: A Synergy of Information Technology and Strategic Practices". Journal of Information Systems Engineering and Management 2024 9 no. 2 (2024): 24663. https://doi.org/10.55267/iadt.07.14676
Harvard
In-text citation: (Ke and Wel, 2024)
Reference: Ke, B., and Wel, C. A. C. (2024). Elevating Customer Relationship Management in Chinese Banking: A Synergy of Information Technology and Strategic Practices. Journal of Information Systems Engineering and Management, 9(2), 24663. https://doi.org/10.55267/iadt.07.14676
MLA
In-text citation: (Ke and Wel, 2024)
Reference: Ke, Binbin et al. "Elevating Customer Relationship Management in Chinese Banking: A Synergy of Information Technology and Strategic Practices". Journal of Information Systems Engineering and Management, vol. 9, no. 2, 2024, 24663. https://doi.org/10.55267/iadt.07.14676
ABSTRACT
Strategic CRM and IT boost CRM efficacy in Chinese banks, according to this study. It studies how IT adoption, CRM strategy execution, IT integration, and CRM digitalization effect customer satisfaction, loyalty, retention, and organizational performance. Modern banking requires IT integration and digitization in an AI-driven environment. A quantitative study comprised 300 Chinese banking industry workers from various demographics. Five models (M1–M5) examined key variable correlations. Regression analysis found high positive connections between CRM strategy implementation, IT adoption, and other CRM attributes, showing how technology and strategy improve customer experiences. Thematic analysis of 20 industry expert interviews indicated Chinese banks' CRM implementation obstacles, corroborating quantitative findings. The study concluded that CRM strategy implementation and IT adoption improve CRM and organizational effectiveness. These findings have theoretical and practical significance for Chinese banks and businesses aiming to improve CRM and customer experiences in a shifting financial industry. Information technology integration and digitization are essential in an AI-driven world to align enterprises with financial sector dynamics for long-term success.
KEYWORDS
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