Iwan Nuryan

AI Interactivity in e-CRM and Customer Adoption Resilience in Digital Banking: The Roles of Cognitive Trust, Affective Trust, and Switch-Point Optimization Efficacy

2026 · F1000Research

<ns5:p>Background The digitalization of the banking sector has led to the development of electronic customer relationship management (e-CRM) from a mere transaction portal to a more interactive and conversation-based ecosystem. However, there is a significant …