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    Managing E-Crm Towards Customer Satisfaction and Quality Relationship
    Managing E-Crm Towards Customer Satisfaction and Quality Relationship
    Managing E-Crm Towards Customer Satisfaction and Quality Relationship
    Ebook453 pages5 hours

    Managing E-Crm Towards Customer Satisfaction and Quality Relationship

    By Abu Bakar Abdul Hamid, Seyed Bahaedin Mousavi and Bamdad Partovi

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    About this ebook

    Electronic customer relationship management (ECRM) is a comprehensive business and marketing strategy for attracting and retaining customers over the internet. The proliferation of ECRM and its alarming failure rate call for a better understanding of the relationship between ECRM and its immediate objective. Based on the literature reviewed, there are few studies that have used service quality as a component of relationship quality in the relation between ECRM and customer satisfaction. The study investigates the influence of three components of ECRM (i.e., pre-purchase, at-purchase, and post-purchase ECRM) on customer satisfaction directly and through mediating variable relationship quality. A quantitative methodology using a cross-sectional survey method was used to investigate the relationship between variables.
    LanguageEnglish
    PublisherPartridge Publishing Singapore
    Release dateMar 20, 2019
    ISBN9781543749984
    Managing E-Crm Towards Customer Satisfaction and Quality Relationship
    Author

    Abu Bakar Abdul Hamid

    Ghaliya Al Atar Dr Ghaliya Al Atar works in the Directorate of Quality in Oman College of Health Sciences (OCHS). She has PhD from Infrastructure University Kuala Lumpur (IUKL), Malaysia on quality in public health care. She has a dental degree from OCHS and a Master in Business Administration from the University of Hull, UK. Prior to her current role, she worked as dental assistant in several hospitals including Al-Nahda Hospital and the Royal Hospital in Oncology Centre. She has also worked in primary health centres, secondary healthcare centres and special care needs school health programs. Ghaliya has trained a number of dental students in clinics and has worked as a superintendent for the dental education program and has contributed to the preparation of the five-year plans for dentistry from 2005-2010 in Directorate General Health Services, Muscat. She has also worked with the inspection teams of private and public dental clinics as part of the quality assurance program applied by the Ministry of Health. She has done a number of researches on evaluation of oral health program in public schools and quality of health system during Covid-19. She has applied Kaison approach in quality in the Health Sciences Programs from 2018 and has presented at a number of international business conferences. Abu Bakar Abdul Hamid Dr. Abu Bakar holds a BBA, MBA from Northrop University (USA), PhD from University of Derby (UK, 2003) and now attached as Professor at Infrastructure University Kuala Lumpur (IUKL), Malaysia. He has demonstrated an excellent record of teaching and supervision for more than 30 years in the academic field. His achievement in graduating more than 60 PhD candidates and 30 post-doc fellowships proves his ability, capability and passion in supervisions. He has shown excellent records of impactful research and publications which directly has strengthened his expertise in the area of his interest. He managed to secure several competitive national grants and consultant for various projects and later profoundly published in more than 350 articles in competitive international journals, proceedings, books and book chapters. Such commitment is truly an academician landmark.

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