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

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