The effect of e-CRM towards service quality and net benefits using structure equation modeling
| Autor: | Bob Subhan Riza, Teddy Mantoro, Harrizki Arie Pradana, Djoko Soetarno, Muchammad Naseer |
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| Rok vydání: | 2017 |
| Předmět: |
Service quality
business.industry InformationSystems_INFORMATIONSYSTEMSAPPLICATIONS Quality of service media_common.quotation_subject InformationSystems_DATABASEMANAGEMENT ComputerApplications_COMPUTERSINOTHERSYSTEMS Information delivery Environmental economics ComputingMilieux_MANAGEMENTOFCOMPUTINGANDINFORMATIONSYSTEMS Structure equation The Internet Quality (business) Business media_common |
| Zdroj: | 2017 Second International Conference on Informatics and Computing (ICIC). |
| DOI: | 10.1109/iac.2017.8280535 |
| Popis: | E-CRM is currently one of the major keys of a company in achieving the target of selling their products. Most companies today, used e-CRM without any consideration the effect of using e-CRM, such as information that is not right in use and is limited to general information delivery. E-CRM must be observed and monitored continuously to determine the extent of services provided to the company to users and buyers of their products. It is then, e-CRM can affect a quality of service and the net benefits obtained company is doing well or not. E-CRM in many forms in conveying information about products produced by a company, usually in the marketing of these products. The relationship between the user and the company must be closely and maintained mutual trust. The better the monitoring and delivery of their e-CRM, was influential excellent in quality of service and the net benefits obtained companies become more than without the use of e-CRM. One of the companies that implement e-CRM is PT. Garuda Indonesia. PT. Garuda Indonesia promote e-CRM in providing good quality services so as to obtain net benefits of the implementation of e-CRM. |
| Databáze: | OpenAIRE |
| Externí odkaz: |
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