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Do you have what your customers want?: An empirical study of telecommunication companies websites

Ab Hamid, Noor Raihan and Ahmad, Fauziah and Tahir Shah, Saharbudin Naim and Arshad, Noor Habibah (2010) Do you have what your customers want?: An empirical study of telecommunication companies websites. In: 2nd International Conference on Technology and Operations Management (ICTOM), 5 - 7 July 2010 , Bayview Hotel, Langkawi. (Unpublished)

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The emergence of Electronic Commerce (ecommerce) has brought tremendous yet significant changes to businesses particularly due to globalization pressure. More brick and mortar companies believe in the significant value of Internet-based transactions and realize the importance of doing businesses over the Internet. Companies realize the advantages of using the Internet for making online transactions especially for cost reduction and also improved customers’ satisfaction. Electronic customer relationship management (eCRM) features are among the main factors that contribute to the success of any ecommerce Web sites.E-CRM programmes and implementations should focus on effectiveness of managing customer relations on the Internet through effective use of Internet features either to deliver updated and accurate information, allowing customer services support and providing personalized and value-added services. Thus, the aims of this research are to identify E-CRM features available on telecommunication Websites and customers’ perceived importance of these features. The primary data for this research was collected through a questionnaire survey. The findings from this research showed that from the nine determinants identified, ease of use was ranked the most important feature in E-CRM. We discuss the limitations of this study and future directions of research.

Item Type: Conference or Workshop Item (Paper)
Additional Information: Organized by UUM College of Business, Universiti Utara Malaysia
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
T Technology > TK Electrical engineering. Electronics Nuclear engineering
Divisions: School of Business Management
Depositing User: Mrs. Norazmilah Yaakub
Date Deposited: 26 Dec 2011 07:43
Last Modified: 24 Apr 2016 01:36

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