Investigating the effect of Electronic Customers Relationship Management (e-CRM) on costumers' satisfaction of Fars Petroleum Co. using of Kano Model and Gap Analysis
Journal Title: Scholars Journal of Economics, Business and Management - Year 2014, Vol 1, Issue 11
Abstract
This paper is aimed to examine the effect of electronic customer relationship management (E-CRM) on customers' satisfaction of Fars Petroleum Company. So, the nature of research is applied and the method of data analysis are in type of correlation and Freidman Test. Customers' Statistical society of this company is taken into account and 170 persons selected for statistical sample. The information gathering instruments constitute of researcher's questionnaire which is draw up based on e-CRM principles and customers' satisfaction, and its validity and reliability is confirmed by scientific methods. Reliability of questionnaire is confirmed by Cronbach’s Coefficient Alpha in 0.876. The results show that there is a positive relationship between satisfaction factors obtained by the mixed Model of Kano and gap analysis (basic, performance and attractive quality)on customers' satisfaction of Fars Petroleum Company. Keywords: e-CRM, Customer satisfaction, loyalty, e-CRM management, Electroninc (e-)
Authors and Affiliations
Mina Babazadeh Farokhran, Rogayer Ezeegiglo
Keywords
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