Electronic customer relationship management is as one of the most important variables in achieving the bank to strategic goals in the medium and long term timeframe and it would be guarantee due to investments of financial institutions in use the more electronic environment, growth and profitability in the bank in the future but the gap is observed in banks in the country, particularly in Kermanshah is lack of interest of financial institutions managers to use and encouraging customers in electronic form and this research can provide a conceptual and practical model obtained solutions for the gap. This study pays to investigate the electronic customer relationship management process and its impact on growth and profitability in the private and public banks in Kermanshah in 2013. This study in terms of data collection descriptive and survey research and in terms of purpose is applied, for collecting desired information to test hypotheses and measure customer Comments, is used the questionnaire that is the field data collection method. Statistical population of this study is customers of private and public banks are in the city of Kermanshah in 2013, and sampling method used stratified-random sampling and sample size by using Cochran formula, 250 questionnaires were distributed among the statistical population. In statistical analysis by using SPSS software were used both of descriptive and inferential statistics. To investigate the relationship between independent variables and the dependent variables and research hypothesis by using SPSS software is used respective test and criteria. At the end of the eight hypotheses of this study were confirmed all cases.
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