Online Shopping Factors Behavior Effect on E-CRM Capabilities in Malaysia

Meisam Karami · Ehsan Abdollahian · Rehman Ullah Khan

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Technology Adoption and User Behaviour Customer Service Quality and Loyalty Digital Marketing and Social Media

Abstract

This research has recommended a conceptual framework to considering the online shopping behavior factors like trust, reliability, functionality, web design, perceived value, privacy, firm's reputation and perceived security control regarding their impact on electronic customer relationship management (E-CRM). SPSS was used to analyze the data collected from 97 students' of Universiti Teknologi Malaysia (UTM), Skudai, Malaysia. The results of the study indicate online shopping behavior factors are significantly and positively related to E-CRM. It might guide to the online business firms or organization to identify the problems to take actions to attract more online shopping consumers in Malaysia.

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References

1994The Commitment-Trust Theory of Relationship Marketing 2003Shaping Agility through Digital Options: Reconceptualizing the Role of Information Technology in Contemporary Firms1 2001What Trust Means in E-Commerce Customer Relationships: An Interdisciplinary Conceptual Typology 1999Building consumer trust online 2001A Trust Model for Consumer Internet Shopping 2005Customer perceptions of e‐service quality in online shopping 2002Antecedents of B2C Channel Satisfaction and Preference: Validating e-Commerce Metrics 2002Key dimensions of business-to-consumer web sites

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