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http://dx.doi.org/10.9708/jksci.2011.16.1.211

A study on effect of e-CRM elements, Customer satisfaction and brand loyalty in the e-shopping mall  

Kim, Mi-Ji (Dept. of Management Kyung Hee University)
Kim, Kang (Dept. of Tourism Information Processing, Kangwon Tourism College)
Publication Information
Journal of the Korea Society of Computer and Information / v.16, no.1, 2011 , pp. 211-218 More about this Journal
Abstract
Customer relationship management (CRM) comprises a set of processes and nabbing systems supporting a business strategy to build long term, profitable relationships with specific customers. Customer data and information technology(IT) tools form the foundation upon which any successful CRM strategy is built. Recently, the Internet rectifying this life, IT technology and the rapid development taking place over the Internet, customer relationship management, e-CRM has emerged. The purpose of this research is to investigate the important elements of e-CRM which in fluence the customer satisfaction and the brand loyalty in e-shopping mall. And this study is to investigate the relationship between customer satisfaction and repurchase intention and word of mouth intention.
Keywords
e-shoppingmal; e-CRM; Customer satisfaction; brand loyalty;
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