In recent years, there has been good progress on information and communication technology influencing businesses with a new emerging concept called customer relationship management (CRM) and it has made significant changes in electronic banking. The primary objective of this paper is to survey electronic banking effects on key CRM components in one of Iranian banks in city of Tehran, Iran. The survey designs a questionnaire and distributes it among some experts in one of selected regions and the results are verified based on t-student and Freedman tests. Results show that all electronic banking services influence on CRM. In addition, that there are no significant differences among effects of electronic services on CRM but each CRM component has different effects on electronic services. In fact, according to freedman test, improving customer relationship process is the most important factor followed by providing appropriate service for each customer, providing appropriate service on appropriate time for each customer and providing appropriate service by appropriate channel for each customer.

For over two decades, telephone banking has steadily become a useful feature and all banks have tried to provide this feature as part of their services. In this paper, we present an empirical investigation to study the role of personal and social characteristics on acceptance of new telephone banking services. The proposed study designs two questionnaires and distributes them among 384 randomly selected people who use telephone banking in city of Tehran, Iran. Using structural equation modeling, the study examines various hypotheses and the results of our survey indicate that there were some positive and meaningful relationships between perception usefulness and users’ attitude, perception and ease of use, perception and intention to use as well as perception and intention to use. In addition, the study has detected a negative and meaningful relationship between personal risk and intention to use and perception of personal time and intention to use among mobile users.