THE IMPACT OF CUSTOMER RELATIONSHIP MANAGEMENT ON THE FINANCIAL PERFORMANCE OF BANKS IN DEVELOPING COUNTRIES

Forfattere

  • Ernest Udeh Institute of Public Administration and Management (IPAM), University of Sierra Leone, Sierra Leone
  • Ezekiel K. Duramany-Lakkoh Institute of Public Administration and Management (IPAM), University of Sierra Leone, Sierra Leone
  • Michael Fallah Bockarie Institute of Public Administration and Management (IPAM), University of Sierra Leone, Sierra Leone
  • James L. Kollie Institute of Public Administration and Management (IPAM), University of Sierra Leone, Sierra Leone

DOI:

https://doi.org/10.46827/ejefr.v8i2.1673

Nøgleord:

banking operations, customer relations, financial performance

Resumé

This research aims to examine the impact of customer relationship management on the financial performance of banks in Sierra Leone. The research objectives inquire into the relationship between customer relationship management constructs such as customer knowledge, customer interaction, customer value, and customer satisfaction. The empirical literature reviews these very CRM constructs highlighted herein. Applying the mixed method of quantitative technique and qualitative, the population of this research was staff and customers within the banking sector. The sample size was 100 respondents (50 customers and 50 staff). The primary data was acquired from questionnaires and secondary data was acquired from published resources. The findings disclose that all four customer relationship variables (customer knowledge, customer interaction, customer value, and customer satisfaction) have positive and strong relationships with the financial performance of the banks.

 

JEL: E61, E62, P35

 

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Forfatterbiografier

  • Ernest Udeh, Institute of Public Administration and Management (IPAM), University of Sierra Leone, Sierra Leone

    Dr. Ernest Udeh is Assistant Dean in the Faculty of Business Administration and Entrepreneurship, University of Sierra Leone, Sierra Leone.

  • Ezekiel K. Duramany-Lakkoh, Institute of Public Administration and Management (IPAM), University of Sierra Leone, Sierra Leone

    Dr. Ezekiel K. Duramany-Lakkoh is the current Dean of the Faculty of Accounting and Finance at the Institute of Public Administration and Management (IPAM), University of Sierra Leone, he is also the Group CEO and President of JIT Capital Group an investment and financial services company. ORCID: orcid.org/0000-0001-9363-1933

  • Michael Fallah Bockarie, Institute of Public Administration and Management (IPAM), University of Sierra Leone, Sierra Leone

    Michael Fallah Bockarie is a Lecturer in the Department of Accountancy at the Institute of Public Administration and Management (IPAM) University of Sierra Leone. Abdul-Majid Abu is a Lecturer in the Department of Financial Services, University of Sierra Leone, Sierra Leone.

  • James L. Kollie, Institute of Public Administration and Management (IPAM), University of Sierra Leone, Sierra Leone

    Dr. James L. Kollie is Head, Department of Procurement, Logistics, and Supply Chain Management at the Institute of Public Administration and Management (IPAM) University of Sierra Leone, Sierra Leone.

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Publiceret

2024-04-03

Nummer

Årg. 8 Nr. 2 (2024)

Sektion

Articles