publication . Article . 2014

An assessment on employees’ business intelligence and CRM on customer satisfaction: A case study of Auto industry

Somayeh Rezaei; Ali Alikhani;
Open Access
  • Published: 01 Feb 2014 Journal: Management Science Letters (issn: 1923-9335, eissn: 1923-9343, Copyright policy)
  • Publisher: Growing Science
Abstract
This paper performs an empirical investigation on employees’ business intelligence and customer relationship management and their effects on customer satisfaction. The proposed study has been implemented among 625 people, 240 sales representative and 385 regular customers, who are involved with products of an Iranian automaker named Iran Khodro. The proposed study designs three questionnaires in Likert scale for business intelligence, customer relationship management and customer satisfaction and Cronbach alpha have been calculated for these three questionnaires as 0.85, 0.84 and 0.78, respectively. The study distributes the questionnaires among groups, employee...
Subjects
free text keywords: Customer reference program, Psychology, Loyalty business model, Likert scale, Customer satisfaction, Customer relationship management, business.industry, business, Customer advocacy, Business intelligence, Service quality, Marketing, CRM, Business records management, HF5735-5746
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