Mang’unyi, Eric E.; Khabala, Oumar T.; Govender, … - In: African Journal of Economic and Management Studies 9 (2018) 2, pp. 250-265
Purpose: The purpose of this paper is to investigate the mediating role of customer satisfaction (CS) in the electronic-customer relationship management (e-CRM) and customer’s loyalty (CL) relationship, using data from the customers of one of the largest retail banks in Kenya....