The nexus between quality of customer relationship management systems and customers' satisfaction: Evidence from online customers’ reviews

Nilashi, Mehrbakhsh; Abumalloh, Rabab Ali; Ahmadi, Hossein; Samad, Sarminah; Alrizq, Mesfer; Abosaq, Hamad; Alghamdi, Abdullah

doi:10.1016/j.heliyon.2023.e21828

Cited by 3 publications

(2 citation statements)

References 79 publications

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“…In turn, the literature indicates that the main goal of customer relationship management (CRM), treated as a set of organizational activities, is to increase its value by increasing sales and its profitability over time (DeszczyDski, DeszczyDski, 2004;Nilashi et al, 2023). Therefore, involvement in relationships with partners, including customers, is often considered the most sustainable advantage due to the resulting barriers to competition (Roba, Maric, 2023, pp.…”

Section: Strengthening Customer Relationships -Creating Relationship ...mentioning

confidence: 99%

Untitled

2024

SPSUTOM

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The originality of the conducted research lies in a holistic approach to analysing entrepreneurs' satisfaction, identifying statistical relationships between satisfaction and diverse economic behaviours, and exploring the role of emotions in making business decisions. This collectively provides a new perspective on the behavioral finance of businesses. Literature reviewEmotions play a significant role in the process of making business decisions. Despite the common tendency to focus on data and facts analysis, it is emotions, both conscious and hidden, that influence the shaping of strategies, the selection of business partners, and the willingness to take risks. Entrepreneurs, considering their personal emotions, introduce a subjective element into the decision-making process, which can lead to both successes and failures.The origin of the word "emotion" derives from the Latin verb "motere," meaning "to move".However, to fully understand the meaning of this term, it is worth noting the prefix "e-", suggesting something more than just movement or stirringit may indicate an additional, extended, or surpassing basic activity. This prefix indicates that emotions have a tendency to act or react (Goleman, 1997, p. 27). Emotions are not only associated with experiencing specific mental states but also with a tendency to evoke particular behaviors or reactions. They are deeply embedded within a person and often guide their actions and influence the decisions made.According to D. Goleman, emotions can be defined as a complex blend of feelings and thoughts that are associated with specific psychological states and biological reactions of the organism. These emotional states, along with predispositions to action, constitute an integral part of the human heritage passed down to us by evolution (Goleman, 1997, p. 442). D. Goleman asserts that emotions essentially serve as stimuli shaping an individual's readiness for action. These are rapid life-saving or life-sustaining plans embedded in our psyche by evolutionary history. Emotional reactions triggered by various situations, such as fear, joy, anger, or sadness, not only influence human thoughts and feelings but also activate instincts and prepare individuals to take appropriate actions at the given moment. Therefore, comprehending emotions is crucial for a better understanding of human behaviour and responses in various life situations.Another renowned psychologist, R. Lazarus, proposes a more intricate approach to emotions. He contends that emotions result from an individual's appraisal of a situation, rather than being merely reactions to specific stimuli. According to his theory, emotions are more

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Section: Strengthening Customer Relationships -Creating Relationship ...mentioning

confidence: 99%

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2024

SPSUTOM

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“…Getting review data is not an easy thing because the number of reviews is quite large and makes it difficult if data is taken manually. So a method is needed that can filter and retrieve review data automatically and quickly in classifying negative reviews and positive reviews (Nilashi et al, 2023).…”

Section: Introductionmentioning

confidence: 99%

Text Mining Algorithm Naive Bayes Classifier to Improve Quality Sentiment Analysis Passport Mobile Application

Syahrin,

Wilonotomo,

Mulyawan

et al. 2024

Preprint

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Mobile Passport is an application that can be used as a digital service for people in Indonesia to apply for a new passport and an official online passport replacement from the Directorate General of Immigration replacing APAPO (Online Passport Service Application). User reviews of the Mobile Passport application are the output of big data generated as a result of the Internet of Things. The problem formulation in this research is how the implementation of the Naive Bayes text mining classifier algorithm can analyze the reviews contained in the Mobile Passport application as well as the accuracy, precision and recall values. This research uses the KDD (Knowledge Discovery and database) method which consists of data selection, data preprocessing, transformation, data mining, and evaluation using the R Studio tool. The resulting knowledge and information from this process is used as a useful knowledge base in decision making. The Naive Bayes classifier algorithm method in this research is used because of its reliability in handling data quickly and accurate predictions based on class probabilities, thus enabling research to obtain consistent and reliable results.

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Gestão De Relacionamento Com Pacientes (Crm) Em Clínicas Odontológicas, Uma Revisão Da Literatura

Bravo Calderón,

Garcia Ulloa,

Juela Corte

et al. 2024

RECIMA21

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La gestión empresarial y administrativa en las clínicas dentales es fundamental para garantizar la salud bucal y el bienestar general de los pacientes. Marco teórico: Modelos de gestión sólidos, herramientas tecnológicas avanzadas y estrategias de marketing efectivas son elementos clave para el éxito de las clínicas dentales. El uso de Customer Relationship Management (CRM) en las clínicas dentales permite mejorar la planificación de citas, programación de tratamientos y acceso al historial clínico, además de ofrecer seguimiento y satisfacción del paciente y mejorar la comunicación con ellos. Metodología: Se realizó una búsqueda en las bases digitales de Pubmed, Scopus y Scielo, se seleccionaron artículos publicados entre 2014-2024, incluyendo estudios de tipo observacional descriptivo, revisiones sistemáticas. Resultados: Se registraron 55 artículos por selección de títulos, excluyendo veinte y cinco (25) por lectura del resumen, veinte y cinco (25) artículos quedaron seleccionados para una lectura integral, excluyendo trece (13) artículos por no proporcionar información necesaria y posterior a la lectura exhaustiva, un total de doce (12) artículos fueron incluidos en la revisión. Discusión: Diferentes autores en su investigación establecen que el CRM aumenta la eficiencia en la atención al paciente en las clínicas dentales, mejorando factores que influyen en la satisfacción y la lealtad de los pacientes. Conclusión: Para mejorar la eficiencia operativa, la satisfacción del paciente y el éxito a largo plazo de la clínica dental el CRM resulta ser una herramienta estratégica.

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The nexus between quality of customer relationship management systems and customers' satisfaction: Evidence from online customers’ reviews

Cited by 3 publications

References 79 publications

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Text Mining Algorithm Naive Bayes Classifier to Improve Quality Sentiment Analysis Passport Mobile Application

Gestão De Relacionamento Com Pacientes (Crm) Em Clínicas Odontológicas, Uma Revisão Da Literatura

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