Work

The Impact of eCRM on Loyalty and Retention of Customers in Iranian Telecommunication Sector

Year: 2012

Type: article

Abstract: The research approach is to appraise the impact of electronic customer relationship management in creatingloyalty and retention of customers in Iran mobile telecommunication sector. 200 customers who use Iranianmobile telecom operators’ services (Hamrah-e Avval , Irancell, and Taliya) have been asked as respondents inthis research. The objective of this study is to find the relationship between eCRM effective factors and loyaltyand retention factors in order to conduct the Iranian mobile telecom operators to be successful in enhancingloyalty and retention of their customers in this field. With this Approach, the results of our research shows whichfactors are effective and which factors are not in Iranian mobile telecom sector. This study enables the managerof this sector to implement the eCRM in the best shape and match it with Iranian culture to create more loyaltyand retention.

Source: International Journal of Business and Management

DOI: 10.5539/ijbm.v7n2p150

Authors: Alireza Abdolhosseini Khaligh, Alireza Miremadi, Mansoor Aminilari

Institutions: Sharif University of Technology, Islamic Azad University of Shiraz

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: hybrid

OpenAlex ID: W2167249295

FWCI: 7.775

Cites: 29

Cited by: 43

Related to: 10