Study of impact of Information Technology on the Effectiveness of customer Relationship management System in E-Business Perspective in Commercial Banks in Sri Lanka

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dc.contributor.author Punchihewa, G.P.H.A.J.
dc.contributor.author Sutha, J.
dc.date.accessioned 2019-06-06T05:23:03Z
dc.date.available 2019-06-06T05:23:03Z
dc.date.issued 2010
dc.identifier.other UWU/ENM/06/0021
dc.identifier.uri http://erepo.lib.uwu.ac.lk/bitstream/handle/123456789/873/UWULD%20ENM%2006%200021-27032019170413.pdf?sequence=1&isAllowed=y
dc.description.abstract The primary purpose of this research was to identify the impact of information technology on the effectiveness of customer relationship management (CRM) systems in e-business perspective in commercial banks in Sri Lanka. This research paper developed and tested a model to examine the effect of information technology on the effectiveness of CRM systems in e-business perspective in commercial banks in Sri Lanka. Research presents an analytical discussion and empirical evidence of the relationship information technology investment and effectiveness of CRM systems. Theoretical views allow for the complex relationship between the Information System and effectiveness of CRM systems. The results are tested on 08 commercial banks in Sri Lanka; data are collected through primary and secondary sources. Empirical evidence showed that Information System have direct, strong positive relationship with effectiveness of CRM systems. Effectiveness of CRM systems is highly depending on information systems and on some external factors such as, political pressures, unqualified sponsorship of top management, lack of financial programs to promote CRM, organizational resistant to change and Global operations en_US
dc.language.iso en en_US
dc.publisher Uva Wellassa University of Sri Lanka en_US
dc.subject Entrepreneurship And Management Degree Programme en_US
dc.title Study of impact of Information Technology on the Effectiveness of customer Relationship management System in E-Business Perspective in Commercial Banks in Sri Lanka en_US
dc.type Thesis en_US


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