Investigating the effects of E-CRM's Functions on customer's E-satisfaction and E-loyalty (Case Study: Digikala Online Store)
Considering the importance of the factors affecting customer satisfaction and loyalty, this study aimed to investigate the relationship between performance and characteristic of a online stores – Digi-Kala in this particular case, as a perfect example of an electronic customer relationship system, a...
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| Format: | Article |
| Language: | English |
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University of Tehran
2016-12-01
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| Series: | Journal of Information Technology Management |
| Subjects: | |
| Online Access: | https://jitm.ut.ac.ir/article_59943_53d86c691c5096a264d9b33f9bd3b51e.pdf |
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| _version_ | 1849322647689625600 |
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| author | hashem aghazade Iman Ahmadi Mohammad Mehdi Dabiran |
| author_facet | hashem aghazade Iman Ahmadi Mohammad Mehdi Dabiran |
| author_sort | hashem aghazade |
| collection | DOAJ |
| description | Considering the importance of the factors affecting customer satisfaction and loyalty, this study aimed to investigate the relationship between performance and characteristic of a online stores – Digi-Kala in this particular case, as a perfect example of an electronic customer relationship system, and customer's electronic loyalty and satisfaction. As a practical-descriptive, research, electronic questionnaires were distributed among customers of Digikala , In which, functions of internet shopping system have been linked into three stages; before- purchase, during-purchase, after-purchase, and its relations with electronic loyalty and satisfaction have been estimated using structural -equations method. Based on the results, satisfaction of E-CRM's functions affected electronic loyalty and satisfaction. Also, satisfaction of during-purchase and after-purchase functions affected electronic satisfaction. However, the, effect of satisfaction in before-purchase functions in the electronic relation system has not been proven on satisfaction electronic customer's. Furthermore, the effect of satisfaction in system's functions in the whole stages has been proven on loyalty electronic. |
| format | Article |
| id | doaj-art-e757cddac34147d39f40df1cc53843e4 |
| institution | Kabale University |
| issn | 2008-5893 2423-5059 |
| language | English |
| publishDate | 2016-12-01 |
| publisher | University of Tehran |
| record_format | Article |
| series | Journal of Information Technology Management |
| spelling | doaj-art-e757cddac34147d39f40df1cc53843e42025-08-20T03:49:17ZengUniversity of TehranJournal of Information Technology Management2008-58932423-50592016-12-018464566210.22059/jitm.2016.5994359943Investigating the effects of E-CRM's Functions on customer's E-satisfaction and E-loyalty (Case Study: Digikala Online Store)hashem aghazade0Iman Ahmadi1Mohammad Mehdi Dabiran2Assistant Prof Business Management, University of Tehran, Tehran, IranMSc. Business Management, University of Tehran, Tehran, Iranاستادیار مدیریت اجرایی، دانشکدۀ مدیریت دانشگاه تهران، تهران، ایرانConsidering the importance of the factors affecting customer satisfaction and loyalty, this study aimed to investigate the relationship between performance and characteristic of a online stores – Digi-Kala in this particular case, as a perfect example of an electronic customer relationship system, and customer's electronic loyalty and satisfaction. As a practical-descriptive, research, electronic questionnaires were distributed among customers of Digikala , In which, functions of internet shopping system have been linked into three stages; before- purchase, during-purchase, after-purchase, and its relations with electronic loyalty and satisfaction have been estimated using structural -equations method. Based on the results, satisfaction of E-CRM's functions affected electronic loyalty and satisfaction. Also, satisfaction of during-purchase and after-purchase functions affected electronic satisfaction. However, the, effect of satisfaction in before-purchase functions in the electronic relation system has not been proven on satisfaction electronic customer's. Furthermore, the effect of satisfaction in system's functions in the whole stages has been proven on loyalty electronic.https://jitm.ut.ac.ir/article_59943_53d86c691c5096a264d9b33f9bd3b51e.pdfE-businessE-CRME-loyaltyE-satisfaction |
| spellingShingle | hashem aghazade Iman Ahmadi Mohammad Mehdi Dabiran Investigating the effects of E-CRM's Functions on customer's E-satisfaction and E-loyalty (Case Study: Digikala Online Store) Journal of Information Technology Management E-business E-CRM E-loyalty E-satisfaction |
| title | Investigating the effects of E-CRM's Functions
on customer's E-satisfaction and E-loyalty
(Case Study: Digikala Online Store) |
| title_full | Investigating the effects of E-CRM's Functions
on customer's E-satisfaction and E-loyalty
(Case Study: Digikala Online Store) |
| title_fullStr | Investigating the effects of E-CRM's Functions
on customer's E-satisfaction and E-loyalty
(Case Study: Digikala Online Store) |
| title_full_unstemmed | Investigating the effects of E-CRM's Functions
on customer's E-satisfaction and E-loyalty
(Case Study: Digikala Online Store) |
| title_short | Investigating the effects of E-CRM's Functions
on customer's E-satisfaction and E-loyalty
(Case Study: Digikala Online Store) |
| title_sort | investigating the effects of e crm s functions on customer s e satisfaction and e loyalty case study digikala online store |
| topic | E-business E-CRM E-loyalty E-satisfaction |
| url | https://jitm.ut.ac.ir/article_59943_53d86c691c5096a264d9b33f9bd3b51e.pdf |
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