[Abdulfattah, F.H. (2012), “The effect of electronic customer relationship on customer satisfaction a study on web banking in Saudi Arabia”, PhD Thesis, University of Huddersfield, West Yorkshire, England, available at: eprints.hud.ac.uk/18098/ (accessed June 12, 2016).]Search in Google Scholar
[Abu-Shanab, E. and Anagreh, L. (2015), “Impact of electronic customer relationship management in banking sector”, International Journal of Electronic Customer Relationship Management, Vol. 9, No. 4, pp. 254 - 270.10.1504/IJECRM.2015.074196]Search in Google Scholar
[Adalikwu, C. and Adalikwu, J. (2013), “Electronic customer relationship management and consumer behavior”, Global Business Research, Vol. 25, No. 2, pp. 139-146.]Search in Google Scholar
[Ahmad, M.S., Rashid, S. and Ul-Mujeeb, E. (2012), “ECRM and customers: A case of Askari Commercial Bank, Pakistan”, Business Strategy Series, Vol. 13, No. 6, pp. 323-330.10.1108/17515631211286173]Search in Google Scholar
[Alhaiou, T.A., Irani, Z. and Ali, M. (2012), “A study on e-CM implementation and eloyalty at different stages of transaction cycle”, International Journal of Logistics Systems and Management, Vol. 11, No. 2, pp. 270-284.10.1504/IJLSM.2012.045427]Search in Google Scholar
[Alim, S. and Ozuem, W. (2014), “The influences of e-CRM on customer satisfaction and loyalty in the UK mobile industry”, Journal of Applied Business and Finance Researches, Vol. 3, No. 2, pp. 47-54.]Search in Google Scholar
[Al-Refaie, A., Al-Tahat, M.D. and Bata, N. (2014), “CRM/e-CRM effects on banks performance and customer-bank relationship quality”, International Journal of Enterprise Information Systems, Vol. 10, No. 2, pp. 62-80.10.4018/ijeis.2014040104]Search in Google Scholar
[Azila, N. and Noor, M. (2011), “Electronic customer relationship management performance: its impact on loyalty from customers’ perspectives”, International Journal of e-Education, e-Business, e-Management and e- Learning, Vol. 1, No. 1, pp. 1-6.10.7763/IJEEEE.2011.V1.29]Search in Google Scholar
[Bhanu, F. and Magiswary, D. (2010), “Electronic customer relationship management systems (E-CRM): A knowledge management perspective”, Proceedings of the International Conference on Education and Management Technology - ICEM, 2010, 2-4 November 2010, IEEE.10.1109/ICEMT.2010.5657629]Search in Google Scholar
[Bilgihan, A. and Bujisic, M. (2014), “The effect of website features in online relationship marketing: A case of online hotel booking”, Electronic Commerce Research and Applications, Vol. 14, No. 4, pp. 1-11.]Search in Google Scholar
[Chan, S. and Lam, J. (2009), Customer relationship management on internet and mobile channels: an analytical framework and research directions, Idea Group Inc.10.4018/978-1-60566-054-7.ch179]Open DOISearch in Google Scholar
[Creswell, J.W. (2014), Research design: Qualitative, quantitative and mixed methods approaches, Sage Publications, Inc., Thousand Oaks.]Search in Google Scholar
[Dawn, S.K. and Chowdhury, R. (2011), “Electronic customer relationship management (E-CRM): Conceptual framework and developing a model”, International Journal of Business and Information Technology, Vol. 1, No. 1, pp. 75-84.]Search in Google Scholar
[Dhingra, M. and Dhingra, V. (2013), “Determinants of electronic customer relationship management (E-CRM) for customer satisfaction in banking sector in India”, African Journal of Business Management, Vol. 7, pp. 762-768.]Search in Google Scholar
[Dolly, P. and Pruthi, A. (2014), “E-CRM framework: Service to customer perspective”, International Journal of Advanced Research in Computer Science and Software Engineering, Vol. 4, No. 4, pp. 1363-1366.]Search in Google Scholar
[Etikan, I, Musa, S.A. and Alkassim, R.S. (2016), “Comparison of convenience sampling and purposive sampling”, American Journal of Theoretical and Applied Statistics, Vol. 5, No. 1, pp. 1-4.10.11648/j.ajtas.20160501.11]Search in Google Scholar
[Gaskin, C.J. and Happell, B. (2014), “On exploratory factor analysis: A review of recent evidence, an assessment of current practice, and recommendations for future use”, International Journal of Nursing Studies, Vol. 51, pp. 511-521.10.1016/j.ijnurstu.2013.10.005]Search in Google Scholar
[Gikenye, W. (2011), “The diffusion of mobile phones for business and information management in Kenya”, Proceedings of the European Conference on Information Management 2011, pp. 511- 520, available at: http://connection.ebscohost.com/c/articles/78120473/diffusion-mobilephones-business-information-management-kenya (accessed June 12, 2016).]Search in Google Scholar
[Gorard, S. (2013), Research design: Robust approaches for marketing, University of Wisconsin, London.]Search in Google Scholar
[Gorondutse, A.H., Hilman, H. and Nasidi, M. (2014), “Relationship between corporate reputation and customer loyalty on Nigerian food and beverages industry: PLS approach”, International Journal of Management & Business Research, Vol. 4, No. 2, pp. 125-136.]Search in Google Scholar
[Govender, C. (2004), “Customer relationship management as a model for growth in banks”, MBA thesis, University of KwaZulu-Natal, South Africa, available at: http://hdl.handle.net/10413/2280 (accessed August 4, 2016). ]Search in Google Scholar
[Hair, J.F., Black, W.C., Babin, B.J. and Anderson, R.E. (2010), Multivariate data analysis: A global perspective, Pearson Prentice Hall, New York. ]Search in Google Scholar
[Harrigan, P., Ramsey, E. and Ibbotson, P. (2012), “Entrepreneurial marketing in SMEs: The key capabilities of e-CRM”, Journal of Research in Marketing and Entrepreneurship, Vol. 14, No. 1, pp. 40-64.10.1108/14715201211246760]Search in Google Scholar
[Hosseini, T., Hosseini, M.H. and Meymand, M.M. (2016), “The effect of performance of electronic customer relationship management (e-CRM) system on accepting electronic banking”, Journal of Administrative Management, Education and Training, Vol. 12, No. 3, pp. 357-367.]Search in Google Scholar
[Ismail, N.A.B. and Hussin, H. (2016), “The effect of E-CRM features on customers’ satisfaction for airline e-ticket services in Malaysia”, Proceedings of the 6th International Conference on Information and Communication Technology for the Muslim World, IEEE 2016, Conference Publishing Services, pp. 336-343.]Search in Google Scholar
[Jamali, R., Moshabaki, A., Aramoon, H. and Alimohammadi, A. (2013), “Customer relationship management in electronic environment”, The Electronic Library, Vol. 31, No. 1, pp. 119-130.10.1108/02640471311299173]Search in Google Scholar
[Janssen, J. and Laatz, W. (2013), Statistical data analysis with SPSS: An applicationoriented introduction to the Basic System and the Module Exact Tests, 8th edition, Springer, Berlin.]Search in Google Scholar
[Khan, M.M. and Fasih, M. (2014), “Impact of service quality on customer satisfaction and customer loyalty: evidence from banking sector”, Pakistan Journal of Commerce and Social Sciences, Vol. 8, No. 2, pp. 331- 354.]Search in Google Scholar
[Khoshtinat, B., Bojei, J. and Ahmadin, S. (2014), “Integration of task technology fit model and unified theory of acceptance and use of technology to explain e- CRM adoption in banking industry”, Advances in Environmental Biology, Vol. 8, No. 19, pp. 483-491.]Search in Google Scholar
[Kihara, S.N. (2015), “The effect of mobile banking on the competitive advantage of commercial banks in Kenya”, MBA thesis, United States International University-Africa, available at: erepo.usiu.ac.ke/ (accessed April 5, 2016).]Search in Google Scholar
[Kim-Soon, N. and Zulkifli, M.F. (2012), “The impact of electronic customer relationship management (e-CRM) on the business performance of small company”, Journal of Engineering and Technology, Vol. 3, No. 12, pp. 139-153.]Search in Google Scholar
[Koçoglu, D. and Kirmaci, S. (2012), “Customer relationship management and customer loyalty; a survey in the sector of banking”, International Journal of Business and Social Science, Vol. 3, No. 3, pp. 282-291.]Search in Google Scholar
[Kumar, N. and Malik, K. (2013), “E-CRM golden opportunity for banks”, International Journal of Multidisciplinary and Academic Research, Vol. 2, pp. 1-10.]Search in Google Scholar
[Lam, A.Y.C., Cheung, R. and Lau, M. (2013), “The influence of internet-based customer relationship management on customer loyalty”, Contemporary Management Research, Vol. 9, No. 4, pp. 419-440.10.7903/cmr.11095]Search in Google Scholar
[Lendel, V. and Varmus, M. (2015), “Proposal of innovative approaches of relationship marketing in business”, Business: Theory and Practice, Vol. 16, No. 1, pp. 63-74.10.3846/btp.2015.434]Search in Google Scholar
[Lin, B. and Jones, C.A. (1997), “Some issues in conducting customer satisfaction surveys”, Journal of Marketing Practice: Applied Marketing Science, Vol. 3, No. 1, pp. 4-13.10.1108/EUM0000000004317]Search in Google Scholar
[Mang’unyi, E.E. (2011), “Ownership structure and corporate governance and its effects in performance: A case of selected banks in Kenya”, International Journal of Business Administration, Vol. 2, No. 3, pp. 2-18.10.5430/ijba.v2n3p2]Search in Google Scholar
[Maroofi, F., Darabi, A. and Torabi, J. (2012), “Effects of E-CRM on customer-bank relationship quality and result”, International Journal of Academic Research in Accounting, Finance and Management Sciences, Vol. 2, pp. 164-182.]Search in Google Scholar
[Mekkamol, P., Piewdang, S. and Untachai, S. (2013), “Modeling e-CRM for community tourism in upper Northeastern Thailand”, Procedia - Social and Behavioral Sciences, Vol. 88, pp. 108-117.10.1016/j.sbspro.2013.08.486]Search in Google Scholar
[Muro, M., Magutu, P. and Getembe, K. (2013), “The strategic benefits and challenges in the use of customer relationship management system among commercial banks in Kenya”, European Scientific Journal, Vol. 9, pp. 327-349.]Search in Google Scholar
[Nguyen, B. and Mutum, D. (2012), “A review of customer relationship management: successes, advance, pitfalls and futures”, Journal of Business Process Management, Vol. 18, No. 3, pp. 2-4. 10.1108/14637151211232614]Search in Google Scholar
[Olupot, C. and Kituyi, G.M. (2013), “A framework for the adoption of electronic customer relationship management information systems in developing countries”, The Electronic Journal in Electronic Systems in Developing Countries, Vol. 58, No. 3, pp. 1-19.]Search in Google Scholar
[Rabbai, R.A. (2013), “Investigating the impact of e-CRM on customer loyalty: a case of B2B in Zain company in Jordan”, Master in E-Business thesis, Middle East University, Jordan, available at: meu.edu.jo/uploads/1/58749ce6546b1_1.pdf (accessed May 5, 2016).]Search in Google Scholar
[Ramavhona, T.C. and Mokwena, S. (2016), “Factors influencing Internet banking adoption in South African rural areas”, South African Journal of Information Management, Vol. 18, No. 2, a642.]Search in Google Scholar
[Safa, N.S. and Ismail, M.A. (2013), “A customer loyalty formation model in electronic commerce”, Economic Modelling, Vol. 35, pp. 559-564.10.1016/j.econmod.2013.08.011]Search in Google Scholar
[Safa, N.S. and von Solms, R. (2016), “Customers repurchase intention formation in ecommerce”, South African Journal of Information Management, Vol. 18, No. 1, pp. 1-9.]Search in Google Scholar
[Sekaran, U. and Bougie, R.J. (2016), Research methods for business: A skill building approach, 7th edition, John Wiley & Sons, West Sussex.]Search in Google Scholar
[Sivaraks, P., Kirairit, D. and Tang, J.C.S. (2011), “Effects of e-CRM on customer - bank relationship quality and outcomes: The case of Thailand”, Journal of High Technology Management Research, Vol. 22, pp. 141-157.10.1016/j.hitech.2011.09.006]Search in Google Scholar
[Stojković, D. and Đuričić, R. (2012), “Customer relationship management concept in the electronic business era”, Journal of Engineering Management and Competitiveness, Vol. 2, No. 1, pp. 22-26.10.5937/jemc1201022S]Search in Google Scholar
[Tarhini, A., Mgbemena, C., Trab, M.S.A. and Masa’deh, R. (2015), “User adoption of online banking in Nigeria: A qualitative study”, Journal of Internet Banking and Commerce, Vol. 20, No. 3, pp. 1-24.]Search in Google Scholar
[Tauni, S., Khan, R., Durrani, M. and Aslam, S. (2014), “Impact of customer relationship management on customer retention in the telecom industry of Pakistan”, Industrial Engineering Letters, Vol. 4, No. 10, pp. 54 - 59.]Search in Google Scholar
[Thuo, J.K., Kibera, F.N., K’Obonyo, P.P. and Wainaina, G. (2011), “Customer relationship management and competitiveness of commercial banks in Kenya”, Journal of Science Technology Education and Management, Vol. 4, No. 1, pp. 125-141.]Search in Google Scholar
[Usman, M.Z.U., Jalal, A.N. and Musa, M.A. (2012), “The impact of electronic customer relationship management on consumer’s behavior”, International Journal of Advances in Engineering and Technology, Vol. 3, No. 1, pp. 500-504.]Search in Google Scholar
[Xiao, L., Guo, Z., D’Ambra, J. and Fu, B. (2016), “Building loyalty in e-commerce: Towards a multidimensional trust-based framework for the case of China”, Program, Vol. 50, No. 4, pp. 431-461.10.1108/PROG-04-2016-0040]Search in Google Scholar
[Zeithaml, V., Bitner, M.J. and Gremler, D. (2012), Services marketing: Integrating customer focus across the firm, 6th edition, McGraw-Hill, India.]Search in Google Scholar