THE IMPACT OF CRM ON CUSTOMER SATISFACTION AND LOYALTY BASE ON E-WOM / (Kayıt no. 292273)
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| 000 -BAŞLIK | |
|---|---|
| Sabit Uzunluktaki Kontrol Alanı | 02524nam a22002657a 4500 |
| 003 - KONTROL NUMARASI KİMLİĞİ | |
| Kontrol Alanı | KOHA |
| 005 - EN SON İŞLEM TARİHİ ve ZAMANI | |
| Kontrol Alanı | 20240222144620.0 |
| 008 - SABİT UZUNLUKTAKİ VERİ ÖGELERİ - GENEL BİLGİ | |
| Sabit Alan | 240222d2023 cy d|||| m||| 00| 0 eng d |
| 040 ## - KATALOGLAMA KAYNAĞI | |
| Özgün Kataloglama Kurumu | CY-NiCIU |
| Kataloglama Dili | eng |
| Çeviri Kurumu | CY-NiCIU |
| Açıklama Kuralları | rda |
| 041 ## - DİL KODU | |
| Metin ya da ses kaydının dil kodu | eng |
| 090 ## - Yerel Tasnif No | |
| tasnif no | YL 3188 |
| Cutter no | R39 2023 |
| 100 1# - KİŞİ ADI | |
| Yazar Adı (Kişi adı) | Raziei, Sama |
| 245 10 - ESER ADI BİLDİRİMİ | |
| Başlık | THE IMPACT OF CRM ON CUSTOMER SATISFACTION AND LOYALTY BASE ON E-WOM / |
| Sorumluluk Bildirimi | SAMA RAZIEI; SUPERVISOR: DR. HOMAYOUN PASHA SAFAVI |
| 264 ## - PRODUCTION, PUBLICATION, DISTRIBUTION, MANUFACTURE, AND COPYRIGHT NOTICE | |
| Date of production, publication, distribution, manufacture, or copyright notice | 2023 |
| 300 ## - FİZİKSEL TANIMLAMA | |
| Sayfa, Cilt vb. | x, 81 sheets: |
| Diğer fiziki detaylar | charts, tables; |
| Boyutları | 30 cm. |
| Birlikteki Materyal | 1 CD ROM |
| 336 ## - CONTENT TYPE | |
| Source | rdacontent |
| Content type term | text |
| Content type code | txt |
| 337 ## - MEDIA TYPE | |
| Source | rdamedia |
| Media type term | unmediated |
| Media type code | n |
| 338 ## - CARRIER TYPE | |
| Source | rdacarrier |
| Carrier type term | volume |
| Carrier type code | nc |
| 502 ## - TEZ NOTU | |
| Tez Notu | Thesis (MBA) - Cyprus International University. Institute of Graduate Studies and Research Business Administration Department |
| 504 ## - BİBLİYOGRAFİ NOTU | |
| Bibliyografi Notu | Includes References (sheets 56-73) |
| 520 ## - ÖZET NOTU | |
| Özet notu | ABSTRACT<br/>The goal of this research is to look into the impact of CRM on customer satisfaction and loyalty. Electronic word of mouth (e-WOM) was utilized as a mediator in this study to assess its impact on customer behavior. To accomplish this purpose, social <br/>exchange theory (SET) was used to demonstrate the impact of this interaction. Social exchange promotes people to share personal information and use social media, which benefits customers while also building social trust and recognition. A statistical survey was conducted for quantitative analysis and evaluation by preparing and distributing a questionnaire to a sample population of Iranians over the age of 17 who had any record of purchasing from DigiKala (one of Iran's most well-known, largest market-size, and online shopping centers). A 20-item questionnaire was divided into two demographic parts to investigate four main variables. e-WOM, Customer Relationship Management (CRM), Customer Satisfaction (CS), Customer Loyalty (CL). The proportion of male and female responses was 53.6% and 46%, respectively, and the average age of the entire sample was 37 years. Statistical studies using regression and correlation tests were performed on his four variables above in the form of four hypotheses. The results confirm that CRM has a direct impact on customer satisfaction and loyalty. The results also showed that using e-WOM as an intermediary increased her CRM impact on customer satisfaction and loyalty.<br/>Keywords: CRM, Customer Satisfaction, Customer Loyalty, E-Wom |
| 650 #0 - KONU BAŞLIĞI EK GİRİŞ - KONU TERİMİ | |
| Konusal terim veya coğrafi ad | Business Administration |
| Alt başlık biçimi | Dissertations, Academic |
| 700 1# - EK GİRİŞ - KİŞİ ADI | |
| Yazar Adı (Kişi adı) | Safavi, Homayoun Pasha |
| İlişkili Terim | supervisor |
| 942 ## - EK GİRİŞ ÖGELERİ (KOHA) | |
| Sınıflama Kaynağı | Dewey Onlu Sınıflama Sistemi |
| Materyal Türü | Thesis |
| Geri Çekilme Durumu | Kayıp Durumu | Sınıflandırma Kaynağı | Kredi için değil | Koleksiyon Kodu | Kalıcı Konum | Mevcut Konum | Raf Yeri | Kayıt Tarih | Source of acquisition | Toplam Ödünçverme | Yer Numarası | Demirbaş Numarası | Son Görülme Tarihi | Fatura Tarihi | Materyal Türü | Genel / Bağış Notu |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Dewey Onlu Sınıflama Sistemi | Tez Koleksiyonu | CIU LIBRARY | CIU LIBRARY | Depo | 22.02.2024 | Bağış | YL 3188 R39 2023 | T3581 | 22.02.2024 | 22.02.2024 | Thesis | Business Administration Department | ||||
| Dewey Onlu Sınıflama Sistemi | Tez Koleksiyonu | CIU LIBRARY | CIU LIBRARY | Görsel İşitsel | 22.02.2024 | Bağış | YL 3188 R39 2023 | CDT3581 | 22.02.2024 | 22.02.2024 | Suppl. CD | Business Administration Department |