Study of Determinants of e-CRM in Influencing Consumer Satisfaction in B2C Websites
نویسندگان
چکیده
This study empirically develops a model indicating the determinants of e-CRM as well as explaining the relationship between eCRM and customer satisfaction in B2C websites. Based on the 7C model demonstrated by Rayport,J.F.&Jaworski,B.J and the Conceptual Model of Service Quality researched by Parasuraman, a theoretical framework that consists of e-CRM initiatives: context, content, customization, communication, membership, commerce, safety, customer satisfaction is further expanded. And then, this study puts forwards some suggestions to both researchers and practitioners: the function of e-CRM and the importance of customer satisfaction should be well learned; the functions of content, customization and commerce of B2C websites should be enhanced and the factors of context, membership and communication should be added when carrying out e-CRM strategy.
منابع مشابه
An Exploratory Study on Effect of Demographic Factors on Consumer Satisfaction and its Determinants in E-Retailing
The purpose of the study was to explore the impact of demography of online customers on e-satisfaction as well as on the determinants of e-satisfaction operating in e-retailing space in India. A theoretical model was derived in accordance with the literature and was tested empirically. Conveniently sampling technique was used. Primary data was collected through a structured questionnaire throug...
متن کاملThe Importance of Web Accessibility in Business to-Consumer (B2C) Websites
The number of online shoppers accessing the internet has grown tremendously. Due to the rapid growth of technology, companies also continuing to extend the functionalities of their ebusiness websites. Web accessibility is also an important element. In particular, in Business-to-Consumer (B2C) web design. It is important for B2C websites to adopt web design guidelines such as the Web Content Acc...
متن کاملA New Trust Model for B2C E-Commerce Based on 3D User Interfaces
Lack of trust is one of the key bottle necks in e-commerce development. Nowadays many advanced technologies are trying to address the trust issues in e-commerce. One among them suggests using suitable user interfaces. This paper investigates the functionality and capabilities of 3D graphical user interfaces in regard to trust building in the customers of next generation of B2C e-commerce websit...
متن کاملFont Personality and B2C E-Commerce Trust
User perceptions of trust in a Business to Consumer (B2C) electronic commerce website could influence its adoption and subsequent use. Prior research has examined various techniques for enhancing user trust in e-commerce websites. This study examines the role of typography and typefaces in influencing user perceptions of trust. Typefaces are viewed as possessing distinct personalities. When use...
متن کاملA Study of Web-designers’ Criteria for Effective Business-to-consumer (b2c) Websites Using the Repertory Grid Technique
Organizations are increasingly using websites not only to capture but also to build relationships with their desired markets. A clear understanding of how best to design effective B2C websites (for both e-commerce and eservice) is therefore vital. Despite its importance, research into the effectiveness of B2C websites remains highly fragmented and user-centric, ignoring the views of web-designe...
متن کامل