Description

This study aimed to investigate the micro-linkages between electronic customer relationshipmanagement (E-CRM) and electronic loyalty of customers, through electronic banking satisfaction as amediator variable. specifically, the neglected roles for expected security, convenience of website design. Toachieve the objectives of the study, four basic hypotheses were formulated, it's were tested using preliminarydata collected through the survey list, Data was collected by a convenience sample, the sample of studyconsisted of (370) customer who representative of the community of customers of Egyptian commercial bankswho dealing electronically, Data analysis and hypothesis testing have been depended on use methods of astructural equation modeling, confirmatory factor analysis, path analysis, and direct and indirect analysis byusing the Bootstrap method, The study found a significant correlation between the dimensions of the E- CRM(expected security) and The intentions of repeat e-dealing and providing customers positive words to others, A significant correlation was found between the convenience of website design and providing customers positive words to others. While there is no significant relationship between convenience of website design andintentions of repeat e-dealing. And the electronic banking satisfaction does not play the role of mediator ininfluencing the relationship between E-CRM dimensions (expected security) and providing positive words toothers, and the intentions to repeats electronic transactions. So, Managers are likely to increase customer'sloyalty by providing technological protection mechanisms for electronic banking transactions and enhanceconvenience requirements on the website in terms of ease of use and immediate customer problem solving, predisposing positive ly Customer’s attitudes towards the banks.

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