The Impact of e-CRM Implementation to Bank Performance Through e-Service Quality

The purpose of this research was to analyze the impact of e-CRM implementation on bank performance through e-Service Quality and what are the features to be concerned further. The study was conducted in the business process of public bank in Jakarta. The questionnaires were distributed to 58 corporate customers of this public bank using cluster sampling method. Analysis obtained using quantitative research with partial least square (PLS) model. The result of this study found that e-CRM system helps bank performance to accelerate the registration process, product implementation, and help customer dealing with various feature offered.