Analysis of the Effect for Customer Relationship Management on Digital Enterprises
- 1 January 2021
- book chapter
- other
- Published by IGI Global
Abstract
This study aims to investigate the effect of customer relationship management (CRM) on digital enterprises focusing on their digital shopping process using the agent-based modeling (ABM) in a digital store. In this regard, purposive non-probability sampling method was used to select 300 experts and descriptive and correlation coefficient with SPSS tools were used. The digital shopping process considered in this study include product review, product selection, payment, and receipt, and CRM dimensions include economic profitability, quality of optimal use of information, quality of information display, and customer satisfaction of digital shopping services. The research results based on the conceptual model, statistical analysis, and use of ABM in anylogic environment show that CRM system leads to improved digital enterprise performance and all dimensions of CRM system have a positive effect on digital shopping stages. Finally, the usefulness and accuracy of the results were confirmed based on the positive opinions of experts.Keywords
This publication has 30 references indexed in Scilit:
- Customer relationship management: digital transformation and sustainable business model innovationEconomic Research-Ekonomska Istraživanja, 2020
- Customer relationship management and big data enabled: Personalization & customization of servicesApplied Computing and Informatics, 2019
- How convenient is it? Delivering online shopping convenience to enhance customer satisfaction and encourage e-WOMJournal of Retailing and Consumer Services, 2018
- The effects of service convenience and perceived quality on perceived value, satisfaction and loyalty in low-cost fitness centersSport Management Review, 2018
- Exploring hidden factors behind online food shopping from Amazon reviews: A topic mining approachJournal of Retailing and Consumer Services, 2018
- Impact of service quality on customer satisfaction in Malaysia airlines: A PLS-SEM approachJournal of Air Transport Management, 2018
- How website quality affects online impulse buyingAsia Pacific Journal of Marketing and Logistics, 2018
- Investigation of the Factors Affective on the Loyalty of Customers in Banking Industry in the Framework of the Model of Personality Characteristics of Personnel (Case Study: Sepah Bank in Mazandaran Province)Procedia Economics and Finance, 2016
- Modelling CRM in a Social Media AgeAustralasian Marketing Journal, 2015
- Information Technology (IT) as An Improvement Tool For Customer Relationship Management (CRM)Procedia - Social and Behavioral Sciences, 2012