Studying the electronic customer relationship management and its effect on bank quality outcomes

Abstract

In this article, the researcher attempts to study theelectronic customerrelationship management and its effect on bank quality outcomes. Statistical population of thus  research is all staff working at Refah Bank of Arak City. The research objective is  applied and the method is survey-descriptive. The researcher has used questionnaire to collect the data in addition to library references. Sampling size is 122 based on Cochran's formula that was returned after distributing of 80 samples. Hypotheses of research have been analyzed using spss software and Spearman correlation test. The results prove all hypotheses of research.

Keywords: Electronic Banking, Service Quality, Customer Satisfaction, Management of
Relationship with Customer, Commitment