electronic customer

Open Access Article

1 - Identifying and prioritizing success factors in E-CRM using OPA (Case study: Parsian Insurance)
Mahnaz Zarei Mahbubeh Shojayi

Nowadays organizations are extensively looking for ways to interact and make effective contact with customers. Internet technology (IT) make able organizations to attract new customers. it traces both customers’ online behavior and performance, besides, making communica More

Nowadays organizations are extensively looking for ways to interact and make effective contact with customers. Internet technology (IT) make able organizations to attract new customers. it traces both customers’ online behavior and performance, besides, making communications, products, services, and prices unique. The present study is aimed to identify and prioritize the success factors in electronic customer relationship management (E-CRM) through the use of the Ordinal Priority Approach (OPA) in the central branch of Parsian Insurance Company. At first, the identified factors from related studies are validated by using the Fuzzy Delphi Method (FDM). In the following, the final rank and weight of each factor are calculated by means of OPA. According to the obtained results “existence of appropriate technical, communication infrastructures”, “allocation of needed financial resources”, and “support, commitment, and learning of top and senior managers” are determined as the most substantial factors in E-CRM success. In contrast, "capable of integration with other systems", "learning culture", and "existence of complaint system" are recognized as the least important E-CRM factors in the Persian insurance enterprise. Manuscript profile

Open Access Article

2 - Identification and ranking measures affecting electronic shopping in Iran
Tahmoures Hassangholipour Seyed-Mohammad Hashemi-Njad Mohammad Javad Azizan Mohsen Seyghali

Internet as a new channel for economic exchanges has provided new sources for income andopportunity for businesses. It has changed customer's expectations about speed, accuracy, andprice and services basically. Awareness of expectations and demands of electronic custome More

Internet as a new channel for economic exchanges has provided new sources for income andopportunity for businesses. It has changed customer's expectations about speed, accuracy, andprice and services basically. Awareness of expectations and demands of electronic customershas significant role in their satisfaction and survival of such businesses. Therefore in thisinvestigation, measures affecting on electronic shopping has been identified by library studiesand reviewing previous researches and interview. Then the most significant items were chosenby Delphi Fuzzy method and Questionnaire were distributed among customers of an internetshop with 5-Likret spectrum .by using collected data of 120 Questionnaires, measures affectingelectronic shopping on customers point of view were prioritized. Finally, some suggestionswere offered based on results in order to enhance customers' satisfaction level and Iraniancustomer tendency to buy from electronic shops.Hope such investigations in Iran make a suitable bed for spreading internet businesses in thiscountry. Manuscript profile

Open Access Article

3 - Identification and ranking measures affecting electronic shopping in Iran
Tahmoures Hassangholipour Seyed-Mohammad Hashemi-Njad Mohammad Javad Azizan Mohsen Seyghali

Internet as a new channel for economic exchanges has provided new sources for income andopportunity for businesses. It has changed customer's expectations about speed, accuracy, andprice and services basically. Awareness of expectations and demands of electronic custome More

Internet as a new channel for economic exchanges has provided new sources for income andopportunity for businesses. It has changed customer's expectations about speed, accuracy, andprice and services basically. Awareness of expectations and demands of electronic customershas significant role in their satisfaction and survival of such businesses. Therefore in thisinvestigation, measures affecting on electronic shopping has been identified by library studiesand reviewing previous researches and interview. Then the most significant items were chosenby Delphi Fuzzy method and Questionnaire were distributed among customers of an internetshop with 5-Likret spectrum .by using collected data of 120 Questionnaires, measures affectingelectronic shopping on customers point of view were prioritized. Finally, some suggestionswere offered based on results in order to enhance customers' satisfaction level and Iraniancustomer tendency to buy from electronic shops.Hope such investigations in Iran make a suitable bed for spreading internet businesses in thiscountry. Manuscript profile

Open Access Article

4 - Examining the impact of website quality, customer emotion and satisfaction on e-customers' loyalty on travel booking websites
bagher Abbas pour nadereh sadat najafi zadeh Ali Akbar Mirzaee

The present study is aimed to evaluate the impact of website quality, customer emotion and E- satisfaction on E- loyalty. This study is an applied study based on purpose and it is a survey-descriptive in terms of data collection. The study population was Students of Bus More

The present study is aimed to evaluate the impact of website quality, customer emotion and E- satisfaction on E- loyalty. This study is an applied study based on purpose and it is a survey-descriptive in terms of data collection. The study population was Students of Bushehr Province universities with previous experience using online travel website. By convenience sampling, 367 customers were selected. The relationship between those constructs were tested using structural equations modeling by the partial least squares SMARTPLS software. The results showed that the quality of website, customer emotion and customer satisfaction Impact on E-loyalty and there was positive and significant relationship between variables. The results of this study contribute to academic and managerial fields. Academically, the findings add to existing knowledge. The findings help managers of travel companies to improve their travel website usability, by providing useful information, making trust, generating emotion and attractiveness. Manuscript profile

Open Access Article

5 - Determining the Dimensions of Electronic Customer Relationship Management (E-CRM) in Gharzolhasaneh Mehr Iran Bank
Mohamad Ali Tadayon Reza Ebrahimzade Dastgerdi Alborz Gheitani Mehrdad Sadeghi

10.30495/jsm.2021.1943167.1553

Manuscript profile

Open Access Article

6 - Investigating electronic customer relationship management in marketing behaviors with regard to the mediating role of social responsibility in Golestan Gas Company
Nezareh Kord parviz saeidi Roohalla Samiee Samereh Shojaee

The pupoose of this research is to investigate the relationship management with electronic customer in marketing behaviors regarding the mediating role of social responsibility. Delphi analysis has been used to measure electronic customer in marketing relationship manag More

The pupoose of this research is to investigate the relationship management with electronic customer in marketing behaviors regarding the mediating role of social responsibility. Delphi analysis has been used to measure electronic customer in marketing relationship management and marketing behaviors. The statistical sample in this section includes; there are 22 academic, organizational and experimental experts who were selected using the snowball technigue. Based on the results, the constituent elements of electronic Customer Management include six dimesions; Communication factors, electronic factors, technological factors, Management factors, information factors and Stimulating factors. Also marketing behaviors include four dimensions; Marketing factors, behavioral factors, organizational factors and environmental factors. Next, 108 questionnaires that were answered by the deputies, experts and employees of Golestan Gas Compani were analyzed and the results showed that there is a positive and significant relationship between electronic customer relationship management and marketing behaviors. Also, social responsibility has a mediating role in the relationship between electronic customer relationship management and Marketing behaviors. Manuscript profile

Open Access Article

7 - تعیین شاخص های کلیدی موثربرمدیریت ارتباط بامشتری الکترونیکی بااستفاده ازتلفیق تکنیک های کارت امتیازی متوازن وغربال سازی فازی )مطالعه موردی:شرکت های تحت پوشش گروه داده پردازان پارسیان(
abbas shahnavazi Mehran Nemati Gonbaghi Seyedeh Faezeh Teymouri Bahman Ghasemi dakdare

امروزه افزایش رقابت میان شرکتها و هزینة هنگفت جذب مشتریان جدید، سبب شده تا شرکتها بیش از آنکه به دنبال جذب مشتری جدید باشند، درصدد حفظ ونگهداری مشتریان فعلی برآیند. مجموعة این عوامل سبب ظهور مدیریت روابط بامشتری گردیده است.به مدد توسعة فناوری اطلاعات و ارتباطات و به ویژ More

امروزه افزایش رقابت میان شرکتها و هزینة هنگفت جذب مشتریان جدید، سبب شده تا شرکتها بیش از آنکه به دنبال جذب مشتری جدید باشند، درصدد حفظ ونگهداری مشتریان فعلی برآیند. مجموعة این عوامل سبب ظهور مدیریت روابط بامشتری گردیده است.به مدد توسعة فناوری اطلاعات و ارتباطات و به ویژه اینترنت، استفاده ازمدیریت روابط با مشتریان گسترش و تسهیل یافته و مدیریت الکترونیکی روابط با مشتریان شکل گرفته است. مدیریت الکترونیکی روابط با مشتریان به دنبال آن است تا با به کارگیری مجموعة راهکارها و فناور یهای اطلاعاتی و ارتباطی مختلف مانندو بسایت، روابط با مشتریان را عمق و قوتی دوچندان بخشد. این مقاله تحقیقی کوشش نموده است که باهدف شناسایی شاخص های کلیدی ارزیابی عملکرد وبهبودکارکرد کارت امتیازی متوازن،آن راباتکنیک غربال سازی فازی یاگر تلفیق نماید.این مدل تلفیقی برای توسعه کارت امتیازی متوارن ارزیابی مدیریت ارتباط با مشتری شرکت های تحت پوشش گروه داده پردازان پارسیان اجراگردید.یک مقدارزبانی"بسیارمهم" به عنوان یک مقدار قابل قبول برای عبور ارفرایند غربال وبه منظور ایجادتوافق بین مدیران وخبرگان برروی مهمترین شاخص ها تعیین شد.نتایج تحقیق نشان داد که دردیدگاه مشتری، پنج شاخص افزایش حمایت از مشتریان درطول فرآیند خرید و بعد از آن، افزایش اعتماد و اعتبار برند-شرکت در محیط آنلاین،تقویت خدمات پس ازفروش برای مشتری، افزایش رضایت مشتری،افزایش نرخ استفاده از خدمات و قابلیتهای گوناگون سایت؛دردیدگاه یادگیری ونوآوری چهار شاخص بهبود و نوسازی مستمرخدمات فعلی شرکت،توانایی استفاده ازفناوری های جدید توان مدیریت دانش درسازمان وتوانایی شرکت دریادگیری ازبازاروواکنش به آن؛ دردیدگاه مالی چهار شاخص افزایش قابلیت سوددهی ؛افزایش سهم فروش آنلاین،انعطاف پذیری درتامین مالی وافزایش فروش سالیانه دردیدگاه مبادلات (فرایندها) چهار شاخص افزایش به روز رسانی برنامه های نرم افزاری مورد استفاده، افزایش استفاده از تکنولوژی های پیشرفته در مقایسه با رقبا؛افزایش و بهبود استفاده از تکنولوژی وافزایش تنوع خدمات ارائه شده در سایت (پست الکترونیک) به عنوان شاخص های کلیدی کارت متوازن ارزیابی مدیریت ارتباط بامشتری الکترونیکی استخراج شدند. Manuscript profile

Open Access Article

8 - 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

Open Access Article

9 - Modeling e-Customer Relationship Management, Case Study: Banking Systems
Kamran Yeganegi Maryam Ebrahimi

10.30495/msds.2022.1949842.1032

The purpose of this study was to model and simulate the effect of electronic customer relationship management (E-CRM) on bank customer loyalty using systems dynamics methodology (SDM). E-CRM is one of the first strategic initiatives in today's industry that is becoming More

The purpose of this study was to model and simulate the effect of electronic customer relationship management (E-CRM) on bank customer loyalty using systems dynamics methodology (SDM). E-CRM is one of the first strategic initiatives in today's industry that is becoming the main paradigm of relationship marketing in the e-world. The research method was descriptive and analytical, and the research environment has been one of the semi-public banks. In this paper, after studying E-CRM and customer loyalty and identifying their indicators, the problem boundary was determined by the SDM; E-CRM includes e-banking, customer support, security, surplus services, and related disruptions. Moreover, after a semi-structured Delphi interview, the status quo data and the desired conditions were determined. In this approach, combinations of diagrams, graphs and equations, models, causal loop diagrams and dynamic models were constructed and how variables change over time were represented. Finally, validation and simulation were performed by Vensim software and the results were presented. Findings indicated that with the improvement of each of the factors of E-CRM, customer loyalty also increases. Manuscript profile

Open Access Article

10 - Prioritization of Effective Factors on Electronic Customer Relationship Management in Golestan Gas Company
Nezareh Kord Parviz Saeidi Roohalla Samiee Samereh Shojaee

10.30495/msds.2023.1980510.1122

The purpose of this research is to prioritize effective factors in electronic customer relationship management at Golestan Gas Company. In terms of method, this research is in the field of applied research, which is descriptive survey research. For data analysis, the op More

The purpose of this research is to prioritize effective factors in electronic customer relationship management at Golestan Gas Company. In terms of method, this research is in the field of applied research, which is descriptive survey research. For data analysis, the opinions of organizational and experimental experts in the field of marketing management have been used. The data collection tool is a researcher-made questionnaire. The questionnaire has been distributed to the statistical population of employees, experts, and deputies of Golestan Gas Company. Data analysis has been done by experts using Interpretive Structural Modeling (ISM) and Delphi method using questionnaire tools. Also, the constituent elements of the electronic customer relationship management model have been determined from theoretical literature. The output of this step was to identify 50 components in the form of six main dimensions. The findings showed that the six main dimensions of electronic customer relationship management include communication, electronic, technological, managerial, informational, and driving factors. Manuscript profile

Open Access Article

11 - The Impact of Organizational Culture, Organizational Strategy and Technological Innovation on the Effectiveness of Electronic Customer Relationship Management Systems.
zeynab soltani nima Jafari navimipour

Electronic customer relationship management (E-CRM) is a strategy for marketing, sales and integration of online services that play an important role in identifying, acquiring and retaining customers, which is considered as the capital of the company. E-CRM relationship More

Electronic customer relationship management (E-CRM) is a strategy for marketing, sales and integration of online services that play an important role in identifying, acquiring and retaining customers, which is considered as the capital of the company. E-CRM relationship between the company and customers to create and enhance relationships with them through the use of modern technology to improve and increase. But the success of E-CRM is only through understanding the factors influencing the effectiveness and success of E-CRM can accessible. This study a model and framework to determine some critical factors of E-CRM is paid. Using structural equation model was tested with partial least squares. The results of the data collected from the 98 employees of the General Administration of Customs show the province of East Azerbaijan the impact of employee satisfaction on the performance of organizations and organizational culture, organizational strategy and innovation begins and the complementarity of these factors have a positive impact on the effectiveness of E-CRM systems. Manuscript profile

Open Access Article

12 - The Impact of Trust, Privacy and Service Quality on the Success of e-Customer Relationship Management in Fitness Clubs with Mediating Loyalty
mohssen mahmodi hamid foroghipoor mohammad nikravan najaf aghaei

The present study was designed and conducted to evaluate the effect of trust, privacy and service quality on the success of e-customer relationship management in bodybuilding clubs with the role of mediating customer loyalty. The research method was survey. The statisti More

The present study was designed and conducted to evaluate the effect of trust, privacy and service quality on the success of e-customer relationship management in bodybuilding clubs with the role of mediating customer loyalty. The research method was survey. The statistical population of the present study included all customers of sports clubs and physical fitness and health centers in Tehran. Based on Morgan sampling table for the unlimited community, 384 customers of sports clubs were selected. The sampling method in the present study was easily accessible. The research measurement tools included the standard questionnaire of Dehghanipour et al. (2020). In order to analyze the data of the present study, the structural equation modeling method was used. The whole process of analysis was performed in the form of SPSS and PLS software. The results showed that trust (impact = 0.166; t = 2.037), privacy (impact = 0.436; t = 4.344) and service quality (impact = 0.394; t = 7.740) ) Had a significant effect on customer loyalty. The results also showed that service quality (effect = 0.229; t = 3.494) has a significant effect on the success of electronic customer relationship management; But in the meanwhile, trust (effect = 0.078; t = 1.570) and privacy (effect = 0.094; t = 1.213) did not have a significant effect on the success of electronic customer relationship management. On the other hand, the results of the present study showed that considering the significant effect of loyalty (effect = 0.607; t = 6.680) on the success of e-customer relationship management, it can be stated that loyalty mediates the relationship between trust, privacy and Service quality is successfully associated with e-customer relationship management. For the success of e-customer relationship management in sports, the formation of loyalty is very important and can provide the basis for the implementation of this management. Manuscript profile

Open Access Article

13 - Providing a paradigm model of customer interaction with an emphasis on electronic management of customer relations (a study of banks-affiliated universities)
Seyed Mohammad Azimi Kiumars Aria Seyed Mehdi Jalali

The growth of information technology and the changes that have occurred in the way of communicating and analyzing customer data have affected traditional marketing methods and created new methods that are more in line with direct communication and marketing. On the othe More

The growth of information technology and the changes that have occurred in the way of communicating and analyzing customer data have affected traditional marketing methods and created new methods that are more in line with direct communication and marketing. On the other hand, banks and interacting with customers is an inevitable necessity so that they can remain competitive. Therefore, the purpose of this research was to fit the paradigm model of customer interaction with an emphasis on electronic management of customer relationship with an emphasis on electronic management of customer relationship (study of banks-affiliated universities). The method of this research was quantitative-survey and practical in terms of purpose. The statistical population includes all employees and customers of Sepeh Bank branches in Tehran. In this section, the sample size was calculated using Cochran's formula and 385 people were selected as a statistical sample. The research instrument was a questionnaire made by the researcher, whose validity was checked by three expert professors. Also, reliability was also done with Cronbach's alpha test, the result of which was 0.88. Structural equation method was also used to analyze the results. The results showed that the causal conditions had the value of R2-0.32 and Q2-0.19. Background factors with value (R2-0.31 and Q2-0.20), intervening factors with value (R2-0.45 and Q2-0.30), strategic factors with value (R2-0.44 and 0.22) Q2-) and finally the results were with the value (R2-0.36 and Q2-0.22). In general, the desired model had a good fit. It can be concluded that the factors (contextual, intervening, strategies, central and consequences) that have a significant effect on the model in the current research can be considered by the banking system planners and planners. Manuscript profile

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