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Full-Text Articles in Business
Relationship Between E-Crm, Service Quality, Customer Satisfaction, Trust, And Loyalty In Banking Industry, Shymaa Mohamed Mohamed Abdeldayem, Engy Yehia, Mohamed Marie
Relationship Between E-Crm, Service Quality, Customer Satisfaction, Trust, And Loyalty In Banking Industry, Shymaa Mohamed Mohamed Abdeldayem, Engy Yehia, Mohamed Marie
Future Computing and Informatics Journal
E-CRM strives to enhance customer service, build relationships with customers, and keep key clients. E-CRM deals with technology, people, and processes and with the goal of fostering customer loyalty. This paper aims to investigate the relationship between E-CRM, service quality, customer satisfaction, trust, and loyalty in banking industry. In order to gather sufficient reviews, a literature review was carried out utilizing a number of corresponding publications that were indexed in reliable databases. A model that highlights the relation between E-CRM and customer satisfaction, service quality, trust, and loyalty is also shown in this study. The supervisors of administrative organizations can …
Exploring The Zone Of Tolerance For Internal Customers In It-Enabled Call Centers, J.J. Po-An Hsieh, Piyush Sharma, Arun Rai, A. Parasuraman
Exploring The Zone Of Tolerance For Internal Customers In It-Enabled Call Centers, J.J. Po-An Hsieh, Piyush Sharma, Arun Rai, A. Parasuraman
Computer Information Systems Faculty Publications
Today, call center employees’ service encounters with external customers are extensively supported with modern information technology (IT). However, prior research on service quality and zone of tolerance (ZOT) focuses primarily on external customers with little attention paid to how internal customers (e.g., service employees) respond to services provided by internal functions, particularly IT function that supports employees’ IT use. Drawing on theory of administrative behavior and IT success literature, we conducted a study at a call center of a telecommunications firm and found that the impact of internal IT service quality (ITSQ) on employees’ service quality (ESQ) to external customers, …
Modeling Quality Dynamics In It Services Management, Shahriar Akter, John D'Ambra, Pradeep Ray
Modeling Quality Dynamics In It Services Management, Shahriar Akter, John D'Ambra, Pradeep Ray
Shahriar Akter
The increasing importance of information technology (IT) services in the global economy prompts IS researchers to focus on service quality dynamics to capture the critical interaction between human behavior and IT. The purpose of this study is to develop and validate a user perceived IT service quality model for mHealth using a cross-disciplinary approach. The conceptual model is rooted in the traditional cognition (service quality) – affective (satisfaction)– conation (continuance intentions) chain but explicitly identifies three primary dimensions (i.e., system quality, interaction quality and outcome quality) and eight subdimensions (system reliability, system efficiency, system privacy, responsiveness, assurance, empathy, utilitarian benefits …
Service Quality From The Other Side: Information Systems Management At Duquesne Light, Pratyush Bharati, Daniel Berg
Service Quality From The Other Side: Information Systems Management At Duquesne Light, Pratyush Bharati, Daniel Berg
Management Science and Information Systems Faculty Publication Series
Service organizations are continuously endeavoring to improve their quality of service as it is of paramount importance to them. Despite the importance of understanding the relationship of service quality and information systems, this research has not been pursued extensively. This study has addressed this gap in the research literature and studied how information systems impacts service quality. A research model is developed based on IS success model. System quality, information quality, user IT characteristics, employee IT performance and technical support are identified as important elements that influence service quality. An in-depth case study from the electric utility industry is used …