Effect of Electronic Customer Relationship Management (E-CRM) on Customer Satisfaction

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MOHAMMADI MORTEZA; SOHRABI TAHMOORES

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Journal Paper

Paper Information

Journal: JOURNAL OF BUSINESS INTELLIGENCE MANAGEMENT STUDIES Year:2018 | Volume:6 | Issue:22 Page(s): 107-127

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Title

Effect of Electronic Customer Relationship Management (E-CRM) on Customer Satisfaction

Author(s)

MOHAMMADI MORTEZA | SOHRABI TAHMOORES | Issue Writer Certificate

Keywords

Customer Relationship Management

Electronic Customer Relationship Management

Customer Satisfaction

Customer orientation

Abstract

The purpose of this study was to investigate the impact of electronic Customer Relationship Management on Customer Satisfaction. This is a descriptive correlational study clearly based on the structural equation modeling (SEM). The participants of this study were 384 all customers who refer to the active electronic stores and benefit from their services and/or products. Participants completed the Customer Satisfaction Inventory (by Lee, and Turban, 2001) and the electronic Customer Relationship Management Inventory (by Mogheimi, and Ramezani, 2011) Reliability and validity of these questionnaires was obtained. Results of the Pearson correlation showed that electronic Customer Relationship Management and all Customer Satisfaction components are mutually correlated with each other (P<0/01(. Implementing structural equation modeling (SEM) for relationship between Customer Satisfaction and electronic Customer Relationship Management tests, we found that the proposed model has a good fit and Customer Satisfaction is well explained by electronic Customer Relationship Management. Also all of the model path coefficients were significant.

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APA: Copy

MOHAMMADI, MORTEZA, & SOHRABI, TAHMOORES. (2018). Effect of Electronic Customer Relationship Management (E-CRM) on Customer Satisfaction. JOURNAL OF BUSINESS INTELLIGENCE MANAGEMENT STUDIES, 6(22 ), 107-127. SID. https://sid.ir/paper/268111/en

Vancouver: Copy

MOHAMMADI MORTEZA, SOHRABI TAHMOORES. Effect of Electronic Customer Relationship Management (E-CRM) on Customer Satisfaction. JOURNAL OF BUSINESS INTELLIGENCE MANAGEMENT STUDIES[Internet]. 2018;6(22 ):107-127. Available from: https://sid.ir/paper/268111/en

IEEE: Copy

MORTEZA MOHAMMADI, and TAHMOORES SOHRABI, “Effect of Electronic Customer Relationship Management (E-CRM) on Customer Satisfaction,” JOURNAL OF BUSINESS INTELLIGENCE MANAGEMENT STUDIES, vol. 6, no. 22 , pp. 107–127, 2018, [Online]. Available: https://sid.ir/paper/268111/en

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