List of Articles مدیریت ارتباط با مشتری پایدار

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  1 - Investigating the Impact of Success Factors on Sustainable Electronic Customer Relationship Management on the Performance of an Insurance Company in the Context of Covid-19 Epidemic
  Mohammad Abbasian Saied Sehhat
  10.30495/msds.2021.1939959.1011
  The outbreak of dangerous epidemic diseases is one of the risk factors for facing critical thresholds, which is one of the most important challenges for sustainable development. Today, the COVID-19 epidemic has led to unpredictable changes. These changes have inevitably More

  The outbreak of dangerous epidemic diseases is one of the risk factors for facing critical thresholds, which is one of the most important challenges for sustainable development. Today, the COVID-19 epidemic has led to unpredictable changes. These changes have inevitably affected the relationship between sellers and customers and have changed the ways in which these two main pillars of business interact. In the meantime, the establishment of sustainable E-CRM, is considered as a sustainable competitive advantage and leads to sustainable CRM and customer loyalty and ultimately organization sustainable development. The present article aimed to investigate the effect of success factors of sustainable e-CRM in the context of the COVID-19 epidemic, considering the mediating role of customer satisfaction, trust and retention on the performance of an insurance company and its sustainable development. This research is an applied and descriptive-survey correlation. The statistical population was the employees of an insurance company. The validity of the questionnaire was assessed as content validity method and its reliability was assessed as satisfactory through SPSS and confirmatory factor analysis. The research hypotheses were tested using the structural equation model. The results showed that the main hypothesis and eight sub-hypotheses were confirmed. In other words, the success factors of sustainable E-CRM in the context of the COVID-19 epidemic, affect the performance of the insurance industry and lead to sustainable development. Of course, in this effect, customer satisfaction, trust and retention with averaging and standard deviation: 4.27±1.09, 3.75±1.25 and 3.33±0.73, respectively, play the role of partial mediation. Manuscript profile