Critical success factors for assessing the effectiveness of E-CRM systems in online shopping: the mediating role of user satisfaction

The effectiveness of the E-CRM system was examined in this study, involving those with online shopping experience, specifically the regular customers of Carrefour in Jordan. Data were obtained through 550 distributed sets of questionnaires. Four trained and certified research assistants assisted the data gathering process. Data from 320 returned questionnaires were analyzed using Structural Equation Modeling (SEM). System quality, access to information, security, training and customer satisfaction were the examined factors towards the effectiveness of E-CRM systems. Results show positive impact of security, system quality, training, and access to information on user satisfaction, and user satisfaction affected the effectiveness of E-CRM. Nonetheless, the relationship between training and effectiveness of E-CRM on online shopping was not mediated by user satisfaction.

• Publication year

  2022

• Venue

  Uncertain Supply Chain Management

• Publication date

  Unknown publication date

• Fields of study

  Not labeled

• Identifiers
  DOI 10.5267/j.uscm.2022.5.008
• External record

  Open on Semantic Scholar

• Source metadata

  Semantic Scholar

• No claims are published for this paper.

• No concepts are published for this paper.

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