The paper analyzes the impacts of Electronic Customer Relationship Management (ECRM) activity to quality and outcome relationship between bank and customers. 381 customers of Vietinbank in the Mekong Delta were interviewed by statification sampling method. The results showed that there are five factors of quality and outcome relationship between banks and customers. They are belief, satisfaction, commitment, loyalty, and benefit value of customer retention. ECRM activity has a positive impact on quality and outcome relationship through customer-bank service attributes. The paper contributes on the theory of ECRM and gives recommendations to enhance quality and outcome relationship between banks and customers.