Determinants of E-CRM in influencing customer satisfaction

Authors:
Yan Liu;Chang-Feng Zhou;Ying-Wu Chen
Affiliations:
School of Information System and Management, National University of Defense Technology, Hunan, China;School of Information System and Management, National University of Defense Technology, Hunan, China;School of Information System and Management, National University of Defense Technology, Hunan, China
Venue:
PRICAI'06 Proceedings of the 9th Pacific Rim international conference on Artificial intelligence
Year:
2006

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Abstract

The widespread use of the web technology presents an opportunity for business to use the Internet as a tool for electronic customer relationship management (e-CRM). Despite agreement that e-CRM has direct or indirect impact on customer satisfaction, the significance and the determinants of e-CRM in influencing customer satisfaction have not been well researched. This study empirically develops a temporal model explaining the relationship between e-CRM and online customer satisfaction. A theoretical framework that consists of e-CRM initiatives: system quality, information quality and service quality; intrinsic success: responsiveness and efficiency; and objective: customer satisfaction is further expanded. An electronic questionnaire is used to collect sample data. Then this model is tested by means of the statistical analysis method of Structure Equation Model (SEM). These findings should be of great interest to both researchers and practitioners. Discussion and implication are presented in the end.