Linking customer relationship management to Behavioral intentions in sslamic banking system: evidence from Nigeria

In today’s highly competitive market environment, customer relationship
management has become a key strategy for personalizing customer experience, improving
customer satisfaction, as well as building and maintaining loyalty. The present study
investigates the relationship between customer relationship management dimensions and
behavioral intentions. Key customer focus, customer relationship management organization,
knowledge management, and technology-based customer relationship management are
conceptualized as dimensions of customer relationship management. Results, based on a
convenience sample of 363 customers of a full-fledged Islamic bank in Nigeria, support the
hypothesized model. Specifically, the results show that key customer focus, customer
relationship management organization, knowledge management, and technology-based
customer relationship management are related to behavioral intentions. Practical implications
of these findings and suggestions for future research are discussed.