A Cluster Technique to Evaluate Effect of ECRM on Customers' Satisfaction of E-Commerce Websites

10 Pages Posted: 6 May 2008  

Dr. Mahmoud Mohamed Abd Ellatif

Mansoura University - Faculty of Computers & Information

Date Written: January 1, 2007

Abstract

Electronic Customer Relationship Management (ECRM) plays an important role in the process of managing the activity of an e commerce websites. The implementation of e commerce websites is an important core project for e commerce. Correct implementation of information technology in e commerce websites portal design can have positive influence on not only data processing, but also the efficiency of the activity of an e commerce websites. The implementation of ECRM is quite an expensive investment project for most enterprises, so it is very important for the valuation the effect of ECRM on customers' satisfaction .The aim of this paper is developing a methodology for evaluating the effect of ECRM on customers' satisfaction

Keywords: Electronic Customer Relationship Management (E-CRM), Customer Relationship Management CRM, e commerce websites, customer satisfaction and gap analysis

Suggested Citation

Abd Ellatif, Dr. Mahmoud Mohamed, A Cluster Technique to Evaluate Effect of ECRM on Customers' Satisfaction of E-Commerce Websites (January 1, 2007). Available at SSRN: https://ssrn.com/abstract=1128802 or http://dx.doi.org/10.2139/ssrn.1128802

Dr. Mahmoud Mohamed Abd Ellatif (Contact Author)

Mansoura University - Faculty of Computers & Information ( email )

Mansoura
Egypt

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