Elevating Customer Relationship Management in Chinese Banking: A Synergy of Information Technology and Strategic Practices
Binbin Ke 1,
Che Aniza Che Wel 2 * More Detail
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
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: 704 | Downloads: 382
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.
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