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dc.contributor.advisorDonaldson, Bill
dc.contributor.advisorLaing, Audrey Frances
dc.contributor.advisorRussell, Ken
dc.contributor.advisorEvagelos, Korobilis-Magas
dc.contributor.authorOmoge, Akinyemi Paul
dc.date.accessioned2017-02-01T16:21:40Z
dc.date.available2017-02-01T16:21:40Z
dc.date.issued2016-06en
dc.identifier.citationOMOGE, A.P. 2016. The direct and mediated effects of customer relationship management (CRM) systems usage as service delivery channels on consumer buying behaviour: an empirical appraisal of the context of the Nigerian banking industry. Robert Gordon University, PhD thesis.en
dc.identifier.urihttp://hdl.handle.net/10059/2139
dc.description.abstractAmple evidence from the literature suggests that in recent years, banks have been heavily investing in customer relationship management (CRM) systems. The reasons for this are traced to banks' emergent need to gain and sustain competitive advantage through greater knowledge of their customers. In turn, this increased knowledge is likely to also lead to increased: a) customer base, b) customer satisfaction, c) customer retention and, d) customer loyalty. The literature suggests that there is a knowledge gap, which relates to the reasons for CRM systems in adoption and usage as service delivery channels, as well as its effects on banks' customers. This is particularly the case with regards to the banks' customers' buying behaviour and is stemming from the fact that bank customers display some unique buying patterns. Based on the above, the aim of this study is to find out whether or not there is a potential influence of newly implemented CRM systems on consumer buying behaviour in the context of the Nigerian banking industry and also to assess the extent and nature of this influence (if any).en
dc.language.isoengen
dc.publisherRobert Gordon Universityen
dc.rightshttps://creativecommons.org/licenses/by-nc-nd/4.0 ; Copyright: Akinyemi Paul Omoge.en
dc.rightsAttribution-NonCommercial-NoDerivatives 4.0 International*
dc.rights.urihttp://creativecommons.org/licenses/by-nc-nd/4.0/*
dc.subjectCustomer Relationship Management (CRM)en
dc.subjectBankingen
dc.subjectTechnologyen
dc.subjectConsumer buying behaviouren
dc.subjectStructural equation modelling (SEM)en
dc.subjectProcessen
dc.titleThe direct and mediated effects of customer relationship management (CRM) systems usage as service delivery channels on consumer buying behaviour: an empirical appraisal of the context of the Nigerian banking industry.en
dc.typeTheses and dissertationsen
dc.publisher.departmentAberdeen Business School. Department of Communication, Marketing and Mediaen
dc.type.qualificationlevelDoctoralen
dc.type.qualificationnamePhDen
dcterms.publicationdate2016-06en
rioxxterms.publicationdate2016-06en
rioxxterms.typeThesisen


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https://creativecommons.org/licenses/by-nc-nd/4.0 ; Copyright: Akinyemi Paul Omoge.
Except where otherwise noted, this item's license is described as https://creativecommons.org/licenses/by-nc-nd/4.0 ; Copyright: Akinyemi Paul Omoge.