Communication management in electronic banking. Better communication for better relationship

In order to understand customers' characteristics, banking management should create a good relationship with them. This article is focused on the relationship between communication management in banking system and the customer satisfaction and loyalty/retention. We consider Electronic Communication (e-Communication) is a crucial variable on customer satisfaction. Thus online channels for communication are the discussion topic of our paper: collaborative projects, blogs, content communities, social network sites, virtual game world, web-sites and electronic mails. We also consider Social Media an important communication channel with existing clients and prospective clients. The conclusion is that banks need to make the paradigm shift in management practices by continuous innovation in the service of customers. (C) 2014 The Authors. Published by Elsevier Ltd.