بررسی عوامل موثر بر موفقیت مدیریت ارتباط الکترونیک با مشتریان با در نظر گرفتن اثرات واسطه ای مشتری محوری

محورهای موضوعی : مدیریت صنعتی

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

تاریخ دریافت : 1398/05/07 تاریخ پذیرش : 1398/10/28 تاریخ انتشار : 1398/11/01

کلید واژه: مدیریت دانش مشتری, مشتری‌محوری, موفقیتecrm, بازاریابی داخلی, فناوری,

چکیده مقاله :

این پژوهش با هدف مدلسازی عوامل موثر بر موفقیت مدیریت ارتباط الکترونیک با مشتریان در بانک توسعه تعاون صورت گرفته است. مطالعه حاضر از نظر هدف کاربردی و از نظر روش گردآوری داده‌ها یک پژوهش توصیفی-پیمایشی است. جامعه آماری این مطالعه روسا، معاونین و کارکنان با سابقه شعب بانک توسعه تعاون در شهر تهران می‌باشند و در نهایت 115 پرسشنامه صحیح گردآوری شد. پرسشنامه پژوهش شامل 30 پرسش تخصصی با طیف لیکرت پنج درجه است. روایی پرسشنامه از دیدگاه خبرگان امر از نظر اعتبار محتوا تائید شده است و اعتبار سازه نیز با مدل اندازه‌گیری، روایی همگرا و روایی واگرا صورت گرفته است. همچنین ضریب آلفای کرونباخ پرسشنامه 944/0 و ضریب آلفای کرونباخ و پایایی ترکیبی تک تک ابعاد نیز بزرگتر از 7/0 بدست آمده است که نشان دهنده پایائی مطلوب پرسشنامه است. برای آزمون فرضیه‌های پژوهش از تکنیک حداقل مجذورات جزیی استفاده شده است. پس از تحلیل داده ها، نتایج نشان داده است مدیریت دانش مشتری، فناوری و بازاریابی داخلی بر مشتری‌محوری تاثیر دارند. از سوی دیگر مدیریت دانش مشتری، بازاریابی داخلی، فناوری، مشتری‌محوری و مدیریت هزینه بر موفقیت مدیریت ارتباط الکترونیک با مشتریان تاثیر دارند.

چکیده انگلیسی:

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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