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AuthorNilashi, Mehrbakhsh
AuthorAbumalloh, Rabab Ali
AuthorAhmadi, Hossein
AuthorSamad, Sarminah
AuthorAlrizq, Mesfer
AuthorAbosaq, Hamad
AuthorAlghamdi, Abdullah
Available date2024-01-25T10:42:53Z
Publication Date2023-11-01
Publication NameHeliyon
Identifierhttp://dx.doi.org/10.1016/j.heliyon.2023.e21828
CitationNilashi, M., Abumalloh, R. A., Ahmadi, H., Samad, S., Alrizq, M., Abosaq, H., & Alghamdi, A. (2023). The nexus between quality of customer relationship management systems and customers' satisfaction: Evidence from online customers’ reviews. Heliyon, 9(11).‏
ISSN24058440
URIhttps://www.scopus.com/inward/record.uri?partnerID=HzOxMe3b&scp=85176570994&origin=inward
URIhttp://hdl.handle.net/10576/51180
AbstractCustomer Relationship Management (CRM) is a method of management that aims to establish, develop, and improve relationships with targeted customers in order to maximize corporate profitability and customer value. There have been many CRM systems in the market. These systems are developed based on the combination of business requirements, customer needs, and industry best practices. The impact of CRM systems on the customers' satisfaction and competitive advantages as well as tangible and intangible benefits are widely investigated in the previous studies. However, there is a lack of studies to assess the quality dimensions of these systems to meet an organization's CRM strategy. This study aims to investigate customers' satisfaction with CRM systems through online reviews. We collected 5172 online customers' reviews from 8 CRM systems in the Google play store platform. The satisfaction factors were extracted using Latent Dirichlet Allocation (LDA) and grouped into three dimensions; information quality, system quality, and service quality. Data segmentation is performed using Learning Vector Quantization (LVQ). In addition, feature selection is performed by the entropy-weight approach. We then used the Adaptive Neuro Fuzzy Inference System (ANFIS), the hybrid of fuzzy logic and neural networks, to assess the relationship between these dimensions and customer satisfaction. The results are discussed and research implications are provided.
SponsorThe authors are thankful to the Deanship of Scientific Research at Najran University for funding this work, under the Research Groups Funding program grant code NU/RG/SERC/12/44 .
Languageen
PublisherElsevier Ltd
SubjectClustering
CRM
Customer satisfaction
Online customers reviews
Text mining
TitleThe nexus between quality of customer relationship management systems and customers' satisfaction: Evidence from online customers’ reviews
TypeArticle
Issue Number11
Volume Number9
dc.accessType Open Access


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