Yaguob Badri Azarin; Sajjad Pashaie; Vahid Hafezi; Hasan Fateh
Volume 5, Issue 3 , July 2018, , Pages 15-26
Abstract
At the beginning of the third millennium, a new era has experienced the world of sports. Successful clubs are always looking for thods and tools as competitive advantages and for continuous improvement and improvement. One of these tools is customer relationship management, which is ...
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At the beginning of the third millennium, a new era has experienced the world of sports. Successful clubs are always looking for thods and tools as competitive advantages and for continuous improvement and improvement. One of these tools is customer relationship management, which is nowadays titled Electronic Customer Relationship Management(E-CRM) with the development of technology and communications. The purpose of this study was, analysis the mediating role of quality of ticket sale electronic services the performance of E-CRM of League Football matches of Iran. The research method is descriptive survey. The population of this research is spectators of sports events. For data collection was used, Al Momanyi and Nor (2009) a questionnaire. The results of hypothesis testing can be software SMART-PLS and using the t test and path analysis (B), respectively. The results showed; there is direct communication between (ease of use, usability, joy of Service) with E-CRM performance, also a significant and positive impact mediating role of quality of electronic services the effect of service (ease of use, usability, joy of service), the performance of E-CRM, was confirmed. So it can be concluded, E-CRM as a strategy, software, process and should have a special place in the sports industry in Iran. Although there are the problems in the implementation of infrastructure, but the basic conceptual models can be being Good starting point for operation of electronic customer relationship management (E-CRM) in clubs.
Vali Mohammad Darini; Hamideh Sadeghi; Ehsan Namdar
Volume 5, Issue 4 , July 2018, , Pages 63-78
Abstract
Customer satisfaction is essential for the survival of any organization, and various measures have been considered, including customer relationship management and service quality improvement. In this study, the relationship between customer satisfaction and electronic customer relationship management ...
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Customer satisfaction is essential for the survival of any organization, and various measures have been considered, including customer relationship management and service quality improvement. In this study, the relationship between customer satisfaction and electronic customer relationship management according to the role of mediator of the quality of electronic services Been paid. The research is purposeful, applied and in terms of strategy, solidarity. Therefore, a general hypothesis and three partial hypotheses are formed and all assumptions are confirmed and the relationship of the relationship is positive for all the assumptions. The statistical population in this research includes those who have had the experience of purchasing sporting goods electronically from DJ's and Bamilo sites; the distribution of questionnaires was conducted at Ferdowsi University of Mashhad. The number of societies is 26,000 and the number of Morgan table is considered equal to 382 people. Reliability and validity of the questionnaires were verified by Krone Bachel's alpha and confirmatory factor analysis (Kronbach's alpha of each questionnaire was more than 0.7 and factor load for questions above 0.5). The results show that the management of customer relationship with quantity and There is more to apply, and electronic services will be more quality, more customer satisfaction than buying sports products electronically.