An exploration study to detect important factors influencing customer relationship management on reducing unhappy clients
This paper presents an investigation to find out important factors influencing electronic customer relationship management on reducing customer complaints. The proposed study designs a questionnaire in Likert scale consists of 19 questions, distributes it among some Iranian experts in banking indust...
| Main Authors: | , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Growing Science
2013-12-01
|
| Series: | Management Science Letters |
| Subjects: | |
| Online Access: | http://www.growingscience.com/msl/Vol3/msl_2013_322.pdf |
| _version_ | 1830343765907210240 |
|---|---|
| author | Zeynab Davand Somayeh Hozouri |
| author_facet | Zeynab Davand Somayeh Hozouri |
| author_sort | Zeynab Davand |
| collection | DOAJ |
| description | This paper presents an investigation to find out important factors influencing electronic customer relationship management on reducing customer complaints. The proposed study designs a questionnaire in Likert scale consists of 19 questions, distributes it among some Iranian experts in banking industry and analyzes it based on principal component analysis. During the survey, the number questions are reduced to 16 because of skewness of three questions. Cronbach alpha is calculated as 0.82 and Kaiser-Meyer-Olkin Measure of Sampling Adequacy and Approx. Chi-Square are 0.746 and 1993, respectively. Based on the results of our survey, we have derived four factors including knowledge management, customer retention, customer oriented strategy and structure oriented. |
| first_indexed | 2024-12-19T22:14:55Z |
| format | Article |
| id | doaj.art-6f0d6452921d4e0aaf2e5c4723c4d4c5 |
| institution | Directory Open Access Journal |
| issn | 1923-9335 1923-9343 |
| language | English |
| last_indexed | 2024-12-19T22:14:55Z |
| publishDate | 2013-12-01 |
| publisher | Growing Science |
| record_format | Article |
| series | Management Science Letters |
| spelling | doaj.art-6f0d6452921d4e0aaf2e5c4723c4d4c52022-12-21T20:03:48ZengGrowing ScienceManagement Science Letters1923-93351923-93432013-12-013123059306410.5267/j.msl.2013.10.014An exploration study to detect important factors influencing customer relationship management on reducing unhappy clientsZeynab DavandSomayeh HozouriThis paper presents an investigation to find out important factors influencing electronic customer relationship management on reducing customer complaints. The proposed study designs a questionnaire in Likert scale consists of 19 questions, distributes it among some Iranian experts in banking industry and analyzes it based on principal component analysis. During the survey, the number questions are reduced to 16 because of skewness of three questions. Cronbach alpha is calculated as 0.82 and Kaiser-Meyer-Olkin Measure of Sampling Adequacy and Approx. Chi-Square are 0.746 and 1993, respectively. Based on the results of our survey, we have derived four factors including knowledge management, customer retention, customer oriented strategy and structure oriented.http://www.growingscience.com/msl/Vol3/msl_2013_322.pdfCustomer loyaltyCustomer relationship managementMarketing planning |
| spellingShingle | Zeynab Davand Somayeh Hozouri An exploration study to detect important factors influencing customer relationship management on reducing unhappy clients Management Science Letters Customer loyalty Customer relationship management Marketing planning |
| title | An exploration study to detect important factors influencing customer relationship management on reducing unhappy clients |
| title_full | An exploration study to detect important factors influencing customer relationship management on reducing unhappy clients |
| title_fullStr | An exploration study to detect important factors influencing customer relationship management on reducing unhappy clients |
| title_full_unstemmed | An exploration study to detect important factors influencing customer relationship management on reducing unhappy clients |
| title_short | An exploration study to detect important factors influencing customer relationship management on reducing unhappy clients |
| title_sort | exploration study to detect important factors influencing customer relationship management on reducing unhappy clients |
| topic | Customer loyalty Customer relationship management Marketing planning |
| url | http://www.growingscience.com/msl/Vol3/msl_2013_322.pdf |
| work_keys_str_mv | AT zeynabdavand anexplorationstudytodetectimportantfactorsinfluencingcustomerrelationshipmanagementonreducingunhappyclients AT somayehhozouri anexplorationstudytodetectimportantfactorsinfluencingcustomerrelationshipmanagementonreducingunhappyclients AT zeynabdavand explorationstudytodetectimportantfactorsinfluencingcustomerrelationshipmanagementonreducingunhappyclients AT somayehhozouri explorationstudytodetectimportantfactorsinfluencingcustomerrelationshipmanagementonreducingunhappyclients |