Evaluating Electronic Customer Relationship Management System Success: The Mediating Role of Customer Satisfaction

Al-Bashayreh, Mahmood Ghaleb; Almajali, Dmaithan; Al-Okaily, Manaf; Masa’deh, Ra’ed; Al-Adwan, Ahmad Samed

doi:10.3390/su141912310

Cited by 16 publications

(16 citation statements)

References 121 publications

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“…The current study also emphasizes on effective CRM system which can bring competitive advantage to business which has been acknowledged (16) . The mediating role of CRM in the relationship between trust and system effectiveness has been highlighted by (17) which is also in line with present study. In contrast with the outcome of (18) , which show that product pricing and packaging have a significant relationship with the buyer's decision process, however, current study results indicate that DBB has a positive impact on Risk Factors associated with digital buying.…”

Section: Mediation Analysissupporting

confidence: 91%

Mediating Role of Customer Relationship Management between Buying Behavior and Critical Risk Factors via Digital Buying

Sangameshwara¹,

Nagesh²,

Bharath³

et al. 2023

IJST

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Purpose: To examine the mediating effect of Customer Relationship Management (CRM) amid Digital Buying Behaviour (DBB) and Risk Factors (RF). Methods: The structured questionnaire was adopted to analyse critical factors of DBB, RF and CRM. The instrument was designed and validated with the help of exploratory factor analysis and confirmed the items by confirmatory factor analysis. The model fitness is verified. The reliability of the scale was tested along with CR. The field testing is done to remove ambiguity. The nativity changes were incorporated to align the current study. The responses were collected using convenience sampling method through the e-mail survey and 410 valid responses (digital consumers) considered. The data were collected during August -November 2022. Quantitative approach is used to examine both directions of the considered variables. First, the direct effect of DBB on RF is examined. Secondly, the direct effect of CRM is studied. Further, mediating effect of CRM in relationship amid DBB and RF is established. Findings: The DBB is significant and directly connected with RF (β = 0.952, p < .001), CRM is significant and positively allied with RF (β = 0.471, p < .001). DBB is significant and positively related to CRM (β = 0.779, p < 0.001), after removal of mediating variable (CRM), β weight of DBB is reduced from 0.952 to 0.703. Sobel test is steered to confirm the significance of the mediation effect of CRM, test statistic (z= 3.09, p <.001). Thus, CRM act as a partial mediator amid DBB and RF. Novelty: The present study integrates DBB, RF and CRM features associated in digital buying in solitary manner unlike sliced approach. The study of CRM role especially in digital buying is a uniqueness of the present research. Further, studying the partial mediating effect of CRM amid DBB and RF itself is a new attempt.

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Section: Mediation Analysissupporting

confidence: 91%

Mediating Role of Customer Relationship Management between Buying Behavior and Critical Risk Factors via Digital Buying

Sangameshwara¹,

Nagesh²,

Bharath³

et al. 2023

IJST

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“…It has also been found that the trust in the service provider will positively impact satisfaction, as satisfaction is a consequence of trust (Ambarwati et al, 2022). Furthermore, customer satisfaction was proven to be impacted by the level of trust customers have in the service provider, as they are positively linked (Al-Bashayreh et al, 2022). Therefore, the following third hypothesis is put forth: H03.…”

Section: Patient Trust and Patient Satisfactionmentioning

confidence: 99%

Section: Theoretical Background and Hypothesis Developmentmentioning

confidence: 99%

“…Trust encourages the parties involved to preserve and invest in the relationship, and cooperate rather than act opportunistically (Moreira and Silva, 2015). Al-Bashayreh et al (2022) asserted that the establishment of trust with customers is a crucial step in any business, while Andaleeb et al (2007) suggested that the loss of trust between organizations and customers may ruin the relationship between them and lead to its deterioration.…”

Section: Patient Trustmentioning

confidence: 99%

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The mediating effect of patient trust on the relationship between service quality and patient satisfaction

Al-hilou,

Suifan

2023

IJHCQA

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PurposeThe prime aim of this research is to examine the mediating effect of patient trust on the relationship between service quality and patient satisfaction in Amman, Jordan.Design/methodology/approachA convenience sample of patients visiting seven out of the 44 private hospitals in Amman was selected. In total, 385 questionnaires were distributed among patients, with a response rate of 91%. Of these, 35 were disregarded, and the data from the remaining 350 questionnaires were analyzed using SPSS.FindingsThe results showed that service quality has a statistically significant effect on patient satisfaction. Furthermore, service quality has a statistically significant effect on patient trust, while there is also a statistically significant effect of patient trust on patient satisfaction. The findings also revealed that patient satisfaction partially mediates the relationship between service quality and patient satisfaction.Originality/valueGenerating more insights in the areas of service quality, patient trust and patient satisfaction while also extending the findings of earlier studies. The prior studies in the literature that focus on customers are given a more advantageous perspective by using Jordanian hospitals as a population to test the model of this research. The majority of past research on service quality, patient satisfaction and patient trust in the healthcare sector has been conducted in western nations.

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“…Coffee culture and cafés define identity and social styles along with economic growth, workplace culture, sustainability awareness, and knowledge creation. Be it for business meetings, team socialization, digital and e-coffees, attractive coffee perks, or as a musthave workplace experience [5,6]-coffee has it all. It not only energizes for work, but also provides family timeout, leisure, and personal wellbeing experiences at cafés.…”

Section: Introductionmentioning

confidence: 99%

Measuring Café Lovability Using Google’s HEART and Understanding the Roles of Usability, Sustainability Innovation, and Innovation Cocreation in Café Lovability

2023

Self Cite

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This research paper explores and investigates the contemporary, developing, and under-researched concept of product lovability in the UAE café industry to introduce a scientific measure for café lovability using Google’s HEART framework for developing lovable product experiences. Taking a pragmatic view to drawing comparisons between the café ecosystem and layout and digital product interface and experience, the research elaborates on mediating roles of product (café) usability and innovation (by virtue of innovation cocreation and sustainability innovation) in the existence of café lovability. Using a deductive and quantitative approach, a measure of café lovability is devised using Google’s HEART framework to assess levels of happiness, engagement, adoption, retention, and task success at cafés and validates findings using the brand love scale. Once measurable, café lovability is then examined for having possible associations with café usability (a measure of experience, aesthetic, and quality) and café innovation (a measure of innovation cocreation, sustainability innovation and sustainability knowledge), and we also study the mediating impact of café innovation and usability on café lovability and brand love. The resulting model for café lovability provides the means for measuring café lovability and provides grounds for understanding the roles of usability and innovation in this phenomenon. Comparing contemporary café experience with a digital product interface in order to produce a lovable coffee experience is a non-conventional approach; like product lovability, the comparison, measurement, and application relies on pragmatic and innovative strategic decision making; it is therefore considered a practical approach due to the onset of digital and creative new-age customers. Further, the concept of product lovability is gaining popularity in practice but remains undiscussed and unexplored in academic research. This study provides grounds for further scientific research—both quantitative and qualitative—to define, test, and apply the measures of lovable products to businesses outside of technology and digital offerings, as well as providing us with the opportunity to study the overlap of product and café lovability with sustainability.

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Evaluating Electronic Customer Relationship Management System Success: The Mediating Role of Customer Satisfaction

Cited by 16 publications

References 121 publications

Mediating Role of Customer Relationship Management between Buying Behavior and Critical Risk Factors via Digital Buying

Mediating Role of Customer Relationship Management between Buying Behavior and Critical Risk Factors via Digital Buying

The mediating effect of patient trust on the relationship between service quality and patient satisfaction

Measuring Café Lovability Using Google’s HEART and Understanding the Roles of Usability, Sustainability Innovation, and Innovation Cocreation in Café Lovability

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