Effect of Electronic Customer Relationship Management (E-CRM) on Customer Satisfaction
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 a...
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| Format: | Article |
| Language: | fas |
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Allameh Tabataba'i University Press
2018-02-01
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| Series: | مطالعات مدیریت کسب و کار هوشمند |
| Subjects: | |
| Online Access: | https://ims.atu.ac.ir/article_8522_6f786326df30bf6224491d186bc673a5.pdf |
| _version_ | 1797386058712743936 |
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| author | Morteza Mohammadi Tahmures Sohrabi |
| author_facet | Morteza Mohammadi Tahmures Sohrabi |
| author_sort | Morteza Mohammadi |
| collection | DOAJ |
| description | 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. |
| first_indexed | 2024-03-08T22:04:24Z |
| format | Article |
| id | doaj.art-9d92c9432ce04275816ec0918d2860ca |
| institution | Directory Open Access Journal |
| issn | 2821-0964 2821-0816 |
| language | fas |
| last_indexed | 2024-03-08T22:04:24Z |
| publishDate | 2018-02-01 |
| publisher | Allameh Tabataba'i University Press |
| record_format | Article |
| series | مطالعات مدیریت کسب و کار هوشمند |
| spelling | doaj.art-9d92c9432ce04275816ec0918d2860ca2023-12-19T10:33:10ZfasAllameh Tabataba'i University Pressمطالعات مدیریت کسب و کار هوشمند2821-09642821-08162018-02-0162210712810.22054/ims.2018.85228522Effect of Electronic Customer Relationship Management (E-CRM) on Customer SatisfactionMorteza Mohammadi0Tahmures Sohrabi1MA, Faculty of Management, Islamic Azad University, Central Tehran Branch (Corresponding Author: mortezamohammady@yahoo.com)Assistant Professor, Faculty of Management, Islamic Azad University, Central Tehran BranchThe 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.https://ims.atu.ac.ir/article_8522_6f786326df30bf6224491d186bc673a5.pdfcustomer relationship managementelectronic customer relationship managementcustomer satisfactioncustomer orientation |
| spellingShingle | Morteza Mohammadi Tahmures Sohrabi Effect of Electronic Customer Relationship Management (E-CRM) on Customer Satisfaction مطالعات مدیریت کسب و کار هوشمند customer relationship management electronic customer relationship management customer satisfaction customer orientation |
| title | Effect of Electronic Customer Relationship Management (E-CRM) on Customer Satisfaction |
| title_full | Effect of Electronic Customer Relationship Management (E-CRM) on Customer Satisfaction |
| title_fullStr | Effect of Electronic Customer Relationship Management (E-CRM) on Customer Satisfaction |
| title_full_unstemmed | Effect of Electronic Customer Relationship Management (E-CRM) on Customer Satisfaction |
| title_short | Effect of Electronic Customer Relationship Management (E-CRM) on Customer Satisfaction |
| title_sort | effect of electronic customer relationship management e crm on customer satisfaction |
| topic | customer relationship management electronic customer relationship management customer satisfaction customer orientation |
| url | https://ims.atu.ac.ir/article_8522_6f786326df30bf6224491d186bc673a5.pdf |
| work_keys_str_mv | AT mortezamohammadi effectofelectroniccustomerrelationshipmanagementecrmoncustomersatisfaction AT tahmuressohrabi effectofelectroniccustomerrelationshipmanagementecrmoncustomersatisfaction |