Investigating the Factors Affecting the Success of Electronic Communication Management with Customers Considering the Mediator Effects of Customer Orientation

Subject Areas : Industrial Management

meghdad haji mohammad ali jahromi ¹ , Maryam Noroozpoor Roodposhti ²

1 - Faculty member of department of management and industrial engineering, damavand branch of islamic azad university
2 - CRM expert

Received: 2019-07-29 Accepted : 2020-01-18 Published : 2020-01-21

Keywords: success of ECRM, Customer knowledge management, Technology, internal marketing, Customer-Orientation,

Abstract :

This research is aimed at modeling the effective factors on the success of electronic communication management with customers in the tose’e ta’avon bank. The present study is a descriptive-survey method in terms of applied purpose and in terms of data collection method. The statistical population of this study is the heads, deputies and employees with the history of branches of the Cooperative Development Bank in Tehran. Finally, 115 questionnaires were compiled. The research questionnaire consisted of 30 specialized questions with a 5-point Likert scale. The validity of the questionnaire has been confirmed by the experts in terms of content validity and the validity of the questionnaire has been done with the model of measurement, convergent validity and divergent validity. Also, Cronbach's alpha coefficient was 0.994 and Cronbach's alpha coefficient and the combined reliability of each dimension was greater than 0.7, which indicates the desirability of the questionnaire. To test the research hypotheses, Minimal Squares technique has been used. After analyzing the data, the results show that customer knowledge management, technology and internal marketing have an impact on customer orientation. On the other hand, customer knowledge management, internal marketing, technology, customer orientation and cost management have an impact on the success of electronic communication management with customers.

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