The relationship between e-service quality and ease of use on customer relationship management (CRM) performance: An empirical investigation in Jordan mobile phone services
Electronic Customer relationship management performance CRM is a comprehensive business and marketing strategy that integrates people, process, technology and all business activities for attracting and retaining customers over the internet and mobile phone to reduce costs and increase profitability...
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Array Development
2010
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my.uum.repo.128632016-04-26T03:22:33Z http://repo.uum.edu.my/12863/ The relationship between e-service quality and ease of use on customer relationship management (CRM) performance: An empirical investigation in Jordan mobile phone services Wahab, Samsudin Momani, Kaled Mohd Noor, Nor Azila HD28 Management. Industrial Management Electronic Customer relationship management performance CRM is a comprehensive business and marketing strategy that integrates people, process, technology and all business activities for attracting and retaining customers over the internet and mobile phone to reduce costs and increase profitability by consolidation the principles of customer loyalty. Therefore, the results of CRM performance are repeat purchase, word of mouth, retention, cross buying, brand loyalty and customer satisfaction. The keen competitive in the communication and mobile phone service market place and the increasing numbers of mobile phone users all over the world has influence the researchers to investigate ease of use and e- service quality as antecedents of electronic customer relationship management performance in mobile phone services industry.488 questionnaires have returned and analyzed. Four factors been tested to investigate the relationship with CRM performance.The analysis shown that e- service quality, and ease of use was positively significant towards CRM performance. This paper makes a theoretical and methodological contribution and suggestion for the managers in improving their CRM performance in mobile phone service industry. Array Development 2010-04 Article PeerReviewed application/pdf en http://repo.uum.edu.my/12863/1/Sams.pdf Wahab, Samsudin and Momani, Kaled and Mohd Noor, Nor Azila (2010) The relationship between e-service quality and ease of use on customer relationship management (CRM) performance: An empirical investigation in Jordan mobile phone services. Journal of Internet Banking and Commerce, 15 (1). pp. 1-15. ISSN 1204-5357 http://www.arraydev.com/commerce/JIBC/articles.htm |
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HD28 Management. Industrial Management Wahab, Samsudin Momani, Kaled Mohd Noor, Nor Azila The relationship between e-service quality and ease of use on customer relationship management (CRM) performance: An empirical investigation in Jordan mobile phone services |
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Electronic Customer relationship management performance CRM is a comprehensive business and marketing strategy that integrates people, process, technology and all business activities for attracting and retaining customers over the internet and mobile phone to reduce costs and increase profitability by consolidation the principles of customer loyalty. Therefore, the results of CRM performance are repeat purchase, word of mouth, retention, cross buying, brand loyalty and customer satisfaction. The keen
competitive in the communication and mobile phone service market place and the increasing numbers of mobile phone users all over the world has influence the researchers to investigate ease of use and e- service quality as antecedents of
electronic customer relationship management performance in mobile phone services industry.488 questionnaires have returned and analyzed. Four factors been tested to investigate the relationship with CRM performance.The analysis shown that e- service quality, and ease of use was positively significant towards CRM performance. This paper makes a theoretical and methodological contribution and suggestion for the managers in improving their CRM performance in mobile phone service industry. |
format |
Article |
author |
Wahab, Samsudin Momani, Kaled Mohd Noor, Nor Azila |
author_facet |
Wahab, Samsudin Momani, Kaled Mohd Noor, Nor Azila |
author_sort |
Wahab, Samsudin |
title |
The relationship between e-service quality and ease of use on customer relationship management (CRM) performance: An empirical investigation in Jordan mobile phone services |
title_short |
The relationship between e-service quality and ease of use on customer relationship management (CRM) performance: An empirical investigation in Jordan mobile phone services |
title_full |
The relationship between e-service quality and ease of use on customer relationship management (CRM) performance: An empirical investigation in Jordan mobile phone services |
title_fullStr |
The relationship between e-service quality and ease of use on customer relationship management (CRM) performance: An empirical investigation in Jordan mobile phone services |
title_full_unstemmed |
The relationship between e-service quality and ease of use on customer relationship management (CRM) performance: An empirical investigation in Jordan mobile phone services |
title_sort |
relationship between e-service quality and ease of use on customer relationship management (crm) performance: an empirical investigation in jordan mobile phone services |
publisher |
Array Development |
publishDate |
2010 |
url |
http://repo.uum.edu.my/12863/1/Sams.pdf http://repo.uum.edu.my/12863/ http://www.arraydev.com/commerce/JIBC/articles.htm |
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1644281021401661440 |
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13.18916 |