Role of emotional features in web-based Customer Relationship Management (CRM) towards customer satisfaction in Malaysia

The idea behind Customer Relationship Management is not new; even the earliest merchants knew it was good idea to build relationships with customers to keep them coming back. Customer relationship management can be described as an extensive marketing together with business strategy that combines pro...

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Main Author:	Hessam, Keshtdar
Format:	Thesis
Published:	2013
Subjects:	HF Commerce
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id	my-mmu-ep.3894
record_format	uketd_dc
spelling	my-mmu-ep.38942013-08-22T00:22:57Z Role of emotional features in web-based Customer Relationship Management (CRM) towards customer satisfaction in Malaysia 2013 Hessam, Keshtdar HF Commerce The idea behind Customer Relationship Management is not new; even the earliest merchants knew it was good idea to build relationships with customers to keep them coming back. Customer relationship management can be described as an extensive marketing together with business strategy that combines process, technology as well as all business activities about customer. With the emergence of internet-based services together with the quick growth of electronic business, a platform was provided by internet to deliver the functions of CRM on the web; therefore a new concept, E-CRM or electronic customer relationship management, is born. The research found that all of the emotional features in web-based CRM are personalization, community, security, ease of navigation and customer service quality are relevant predictors of customer satisfaction in Malaysia; that is, they all have significant influence on customers’ satisfaction. 2013 Thesis http://shdl.mmu.edu.my/3894/ http://vlib.mmu.edu.my/diglib/login/dlusr/login.php masters Multimedia University Graduate School of Management
institution	Multimedia University
collection	MMU Institutional Repository
topic	HF Commerce
spellingShingle	HF Commerce Hessam, Keshtdar Role of emotional features in web-based Customer Relationship Management (CRM) towards customer satisfaction in Malaysia
description	The idea behind Customer Relationship Management is not new; even the earliest merchants knew it was good idea to build relationships with customers to keep them coming back. Customer relationship management can be described as an extensive marketing together with business strategy that combines process, technology as well as all business activities about customer. With the emergence of internet-based services together with the quick growth of electronic business, a platform was provided by internet to deliver the functions of CRM on the web; therefore a new concept, E-CRM or electronic customer relationship management, is born. The research found that all of the emotional features in web-based CRM are personalization, community, security, ease of navigation and customer service quality are relevant predictors of customer satisfaction in Malaysia; that is, they all have significant influence on customers’ satisfaction.
format	Thesis
qualification_level	Master's degree
author	Hessam, Keshtdar
author_facet	Hessam, Keshtdar
author_sort	Hessam, Keshtdar
title	Role of emotional features in web-based Customer Relationship Management (CRM) towards customer satisfaction in Malaysia
title_short	Role of emotional features in web-based Customer Relationship Management (CRM) towards customer satisfaction in Malaysia
title_full	Role of emotional features in web-based Customer Relationship Management (CRM) towards customer satisfaction in Malaysia
title_fullStr	Role of emotional features in web-based Customer Relationship Management (CRM) towards customer satisfaction in Malaysia
title_full_unstemmed	Role of emotional features in web-based Customer Relationship Management (CRM) towards customer satisfaction in Malaysia
title_sort	role of emotional features in web-based customer relationship management (crm) towards customer satisfaction in malaysia
granting_institution	Multimedia University
granting_department	Graduate School of Management
publishDate	2013
_version_	1747829563247820800

Role of emotional features in web-based Customer Relationship Management (CRM) towards customer satisfaction in Malaysia

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