Abdulfattah, fatthwia 2012 the effect of electronic customer relationship on customer satisfaction a study in web banking in saudi arabia. doctoral thesis, university of huddersfield. E crm emerges from the internet and web technology to facilitate the implementation of crm it focuses on internet or web based interaction between banks and their customers. In particular, e crm enables banks to provide appropriate service and products to satisfy the customer and enhance customer loyalty, furthermore, e crm features are vital for managing customer relationships online.

They are generally referred to as concrete website functionality or tools and they are required for customizing, personalizing and interacting with the customer. In fact, in the literature, there appears to be an absence of theoretical model for effects of e crm features on customer satisfaction in general, and e crm features affect service quality, which in turn leads to customer satisfaction in particular. The aim of this thesis was to examine the effect of various e crm features at the different stages of transaction cycle pre transaction, during transaction, and post transaction on customer satisfaction on banks websites in saudi arabia. Six basic hypotheses were tested, as parts of a theoretical model of these e crm features against seven service quality dimensions selected from the servqual instrument and discussed in detail in chapter 3. Data was collected through a questionnaire which was administered in the western region jeddah of saudi arabia in april/may 2010.

The results form of this research indicate that the use of e crm in building customer relationships effects online customer satisfaction and service quality. The efficiency of e crm program determine the level of which online features, such as site customization, membership, site information, privacy, security, product or service customization, alternative payment and frequently asked questions would be implemented on banks’ websites. Most importantly, it illustrates the roles of e crm features in enhancing service quality and customer satisfaction at different stage of transaction cycle. In particular, this research highlight the critical dimensions of service quality, which managers in the banking sector should invest in their customer satisfaction strategies. This study is concerned with the pattern of online banking services in hsbc, uk and the customer satisfaction towards these services.

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This proposed research is to study firstly the online banking situation in hsbc banking business. then, because of the recognized growing importance of internet banking, to see how this will affect customer satisfaction. Online banking allows customers to conduct financial transactions on a secure website operated by their retail or virtual bank, credit union or building society. Online banking solutions have common features and capabilities as well as some unique features which are application specific. Making financial transaction such as an account to account transfer or apply for a loan, new account, etc. Electronic bill presentment and payment ebpp funds transfer between accounts non transactional e.g. Personal financial management support, such as importing data into personal accounting software.

Some online banking platforms allow the customers to monitor all of their accounts in one place whether they are with their main bank or with other institutions. The main reasons of taking initiative to undertake this study was now a day’s online banking has brought about a revolution in the entire world. The focus of this chapter is to provide a selective review of the past research works related to the present study. A short review of the literature on electronic banking briefly illustrates the major issues that researchers and practitioners have dealt with in recent years. Among the many challenges facing the online banking industry, primary challenge is to maintain and improve the functionality and usability of their websites.

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According to an independent market analyst, emerging primary areas for online banks include web content management to push tailored, dynamic content for customers, analytical tools to assist in customer profiling, personalization technologies to develop a more targeted service datamonitor, 2005. Another challenge is to be compliant with the ever changing regulatory requirements. This challenge is to guarantee authenticity of transactions and to protect the customers from fraudulent activities. As the internet is a worldwide web of users without any significant governmental regulation and oversight, it has become an open target for unscrupulous elements.

Viruses, spam, phishing, identity theft are just a few of the many undesirable side effects of the spread of the internet. Since the internet is the only mode of transactions for pure play banks, online banks need to be extra vigilant to guarantee a safe and secure transactional environment for its users. Smith 2008 the loyalty of e banking customers is directly affected by satisfaction and trust in an online bank, which in turn are determined by web site quality and service quality. Moderating variables such as gender, age, involvement, variety seeking behaviour and technophobia exert a significant influence on some of the proposed relationships floh amp treiblmaier 2006.

At a cursory glance it may appear that the employees play a diminished role in the online retail banks vis a` vis traditional banks. But the employees still play a critical role in determining the success of online banks. Far less forgiving online since when the means of communication and delivery are conflated, any problems or delays are associated with the brand name as opposed to cashier or member of staff. The entire bank is held accountable for unsatisfactory experience melewar and bains, 2002.

Another important barrier to electronic transactions is consumer disappointment and frustration at violations of consumer privacy i.e. Gerrard and cunningham 2003 found that consumers worry that the bank may share customer profiles with other companies in the banking group and, thus, use the information to try and sell additional products. E banking users want to control all aspects of their personal data collection pikkarainen et al. The influence of trust on the online consumer depends on the product category considered. High levels of perceived risk are associated with some products, such as financial services.

Consequently, the strategic role of consumer trust in online financial services is clearly represented. Indeed, trust is considered to be one of the main reasons why certain consumers are still reluctant to conduct their financial transactions online ability apprehended by the customer towards bank is particularly necessary for creating trust in online relationships. This is due to the consumer’s uncertainty regarding issues such as payment platforms security or the fulfilment of orders. All this, together with the constant reports of hackers’ attacks on information systems or the large number of companies that have disappeared from the net in the last three years creates mistrust in the consumer. Consequently, the consumer will only show trust if the company is capable of showing that it has the economic, technical and human resources to tackle and meet the commitments it has taken on. Hence, companies make remarkable investments with the aim of improving their abilities, covering several aspects, such as establishing sophisticated security systems in communications or crm customer relationship management applications which increase the capacity to perceive the customers’ needs. The financial services authority fsa has fined three hsbc firms over £3 million for not having adequate systems and controls in place to protect their customers' confidential details from being lost or stolen.

These failings contributed to customer data being lost in the post on two occasions.hsbc life uk limited hsbc life was fined £1,610,0, hsbc actuaries and consultants limited hsbc actuaries was fined £875,0 and hsbc insurance brokers limited hsbc insurance brokers was fined £700,0. Online w.fsa.gov.uk during its investigation into the firms' data security systems and controls, the fsa found that large amounts of unencrypted customer details had been sent via post or courier to third parties. Confidential information about customers was also left on open shelves or in unlocked cabinets and could have been lost or stolen. In addition, staff were not given sufficient training on how to identify and manage risks like identity theft. Online w.fsa.gov.uk despite increasing awareness of the need to protect people's confidential details, all three firms failed to put in place adequate procedures to manage their financial crime risks. In april 2007, hsbc actuaries lost an unencrypted floppy disk in the post, containing the personal information of 1,917 pension scheme members, including addresses, dates of birth and national insurance numbers.