Investigating the effects of E-CRM's Functions on customer's E-satisfaction and E-loyalty (Case Study: Digikala Online Store)
- سال انتشار: 1395
- محل انتشار: فصلنامه مدیریت فناوری اطلاعات، دوره: 8، شماره: 4
- کد COI اختصاصی: JR_JITM-8-4_001
- زبان مقاله: انگلیسی
- تعداد مشاهده: 219
نویسندگان
Assistant Prof Business Management, University of Tehran, Tehran, Iran
MSc. Business Management, University of Tehran, Tehran, Iran
چکیده
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.کلیدواژه ها
E-business, E-CRM, E-loyalty, E-satisfactionاطلاعات بیشتر در مورد COI
COI مخفف عبارت CIVILICA Object Identifier به معنی شناسه سیویلیکا برای اسناد است. COI کدی است که مطابق محل انتشار، به مقالات کنفرانسها و ژورنالهای داخل کشور به هنگام نمایه سازی بر روی پایگاه استنادی سیویلیکا اختصاص می یابد.
کد COI به مفهوم کد ملی اسناد نمایه شده در سیویلیکا است و کدی یکتا و ثابت است و به همین دلیل همواره قابلیت استناد و پیگیری دارد.