Developing an e-Retailing Model for eCRM System Performance Evaluation in Iran Based on Critical Success Factors (CSFs) - A Case Study of Kish Island

Abstract. In today’s competitive world, IT has overshadowed business processes significantly. The Internet has increased the bargaining power of customers more than that of in the past. The purpose of this study is to find the relationship between effective factors of eCRM and satisfaction from customers’ point of view in order to conduct the Iranian retailers to get success in enhancing satisfaction of customers in this sector. With this Approach, the findings of this study reveal critical success factors and determinants of improvement in the retailing sector by employing of eCRM system

کلیدواژه ها:

Internet ، eCRM ، Satisfaction ، e-Retailing Model ، CSF