Web based and/or existing e-commerce have changed the traditional view of CRM to the eCRM. Recent studies on eCRM has investigated success factors of e-CRM in different contexts and fields. This paper aims to investigate the effect of customer satisfaction, customer trust and commitment, customer profitability on eCRM in Saudi Arab. This study was designed quantitative cross-sectional questionnaire survey. This quantitative study used questionnaire survey design and 319 respondents were taken into account for analysis procedure. Structural Equation Modelling was applied and SmartPLS tools was used to test the hypotheses. Customer satisfaction, customer profitability, trust and commitment have shown to have positive significant effects on eCRM. Empirical evidence of this study confirmed that from the customer point of view customers satisfaction, customer profitability, customer trust and commitment were the strong predictors of successful eCRM.

Customer satisfaction is the bedrock of e-commerce. This study identifies the factors and consequences of the perceived flow of consumers with shopping websites. The research scrutinizes the association linking purchase intentions arising from customer satisfaction, website quality and perceived flow by incorporating the model of Stimulus Organism Response. The data were collected from online shoppers using purposive sampling targeted through social media. The data from 270 respondents have been analyzed using SmartPLS incorporating the Partial Least Square-Structural Equation Modeling. The assessment showed an important beneficial impact of website usability, their security, functionality, and privacy features on the perceived flow of customers. Furthermore, perceived flow has been found to affect customers’ purchase intentions as well as satisfaction, and lastly, purchase intention is induced by how satisfied customers are with their shopping experience. The findings identify how important perceived flow functions in enhancing purchase intentions and customer satisfaction online. The findings can be noteworthy for online businesses and banks to improve online shopping experience and transactions.

Online grocery shopping has emerged as a prominent choice, significantly accelerated by the COVID-19 pandemic. This study delves into the factors impacting customer satisfaction in the realm of online grocery shopping, focusing on the mediating influence of perceived risk. The research, conducted with a sample size of 462, employed a convenience sampling technique for data collection. The data analysis was performed using Excel, SPSS, and Structural Equation Modeling (SEM) through AMOS. The findings reveal that perceived product quality plays a pivotal role in positively and significantly influencing customer satisfaction within the online grocery shopping sphere. Conversely, perceived convenience, while positively correlated, exhibits insignificance in impacting customer satisfaction. Furthermore, this study highlights the existence of full mediation between perceived convenience and customer satisfaction, mediated by a variable, as evidenced by the non-zero values in the range of .040 to .105. This research underscores the importance for businesses engaged in online grocery retail to prioritize convenience as an essential element to enhance customer satisfaction.

The study explores the effect of management quality of accounting information system outputs on customer satisfaction in Saudi Arabia commercial banks. In the presentation of the data and the theoretical approach, the descriptive approach was adopted in evaluating the findings of the study aimed at knowing the effect of the consistency of the outputs of the accounting information system on the satisfaction of customers in the KSA commercial banks. Clients of commercial banks working in the KSA are the sample population. The research survey was a random sample involving 600 respondents from clients. The findings of the regression analysis revealed a statistically important reliability effect, where the value of (P) 463,384 was less than (0.00) in statistical terms, and this was verified by the (T) test. This means that stability as an aspect of the consistency of the performance of the accounting information system and the degree of customer satisfaction with the operating banks have a positive impact. A crucial research challenge in the consistency of literature on the quality accounting information system (QAIS) relates to the capacity of management accounting systems (MAS) to offer information that lets managers make smarter choices. Many scholars have advocated the use of more modern (QAIS) over the last decades.

A vehicle routing problem with time windows (VRPTW) is an important problem with many real applications in a transportation problem. The optimum set of routes with the minimum distance and vehicles used is determined to deliver goods from a central depot, using a vehicle with capacity constraint. In the real cases, there are other objective functions that should be considered. This paper considers not only the minimum distance and the number of vehicles used as the objective function, the customer’s satisfaction with the priority of customers is also considered. Additionally, it presents a new model for a bi-objective VRPTW solved by a revised multi-choice goal programming approach, in which the decision maker determines optimistic aspiration levels for each objective function. Two meta-heuristic methods, namely simulated annealing (SA) and genetic algorithm (GA), are proposed to solve large-sized problems. Moreover, the experimental design is used to tune the parameters of the proposed algorithms. The presented model is verified by a real-world case study and a number of test problems. The computational results verify the efficiency of the proposed SA and GA.

Customer focus strategy has shifted the way the businesses shape their customer satisfaction. Service oriented companies in general have been given a great emphasis and a significance care to both customer satisfaction and customer delight lately. However, the management decision of what to offer to gain customer happiness is still a challenge issue. To test such issue, this study develops and tests a set of new factors which shapes both customer satisfaction and delight within the UAE setting. The factors include perceived service value, perceived service quality, perceived price fairness in addition to perceived service recovery. Data were collected through survey using a structured questionnaire distributed to 420 customers over all 28 branches of Etisalat Company in Dubai. 350 valid questionnaires were analyzed using factor analysis along with correlation and regression. The results of the study indicate that perceived service value, perceived service quality, perceived price fairness and perceived service recovery could be considered as the critical success factors that can be used to shape and measure customer satisfaction and delight. The findings can be used as guidelines to retain customers and to enhance the business value especially when organizations service providers focusing more on what customer perceive rather than focusing on what to offer from products and/or services. Moreover, some managerial implications and a set of theoretical recommendations are suggested in the final part of this study.

The study investigates the impact of product quality and social media marketing on brand loyalty through customer satisfaction in the context of Japanese restaurants in Jakarta. Utilizing primary data from 203 respondents who frequented these restaurants, collected via questionnaires employing purposive sampling, the research employs partial least squares (PLS) analysis through SmartPLS 3.3.3 software. Results indicate direct positive relationships among variables. However, no direct positive relationship was found between product quality or social media marketing and brand loyalty. Instead, both product quality and social media marketing indirectly influence brand loyalty through customer satisfaction. The study highlights direct positive associations between product quality and customer satisfaction, social media marketing and customer satisfaction, and customer satisfaction and brand loyalty. Nevertheless, no direct positive link was found between product quality or social media marketing and brand loyalty. The indirect effects reveal that product quality affects brand loyalty through customer satisfaction and social media marketing influences brand loyalty through customer satisfaction as well. These findings underscore the significance of customer satisfaction as a mediator in the relationship between product quality, social media marketing, and brand loyalty in the hospitality industry.

This study investigates the relationship between business intelligence adoption (Business Intelligence (BI), Data Analysis and Reporting (DAR), Business Process Integration (BPI), and Continuous Improvement and Innovation (CII)) and marketing effectiveness in the Jordanian telecom industry. It specifically examines the mediating role of customer satisfaction in this relationship. A survey design method using the cross-sectional survey was utilized during the research process, involving quantification. The data was collected from 285 employees across the Jordanian telecom sector via electronic response forms. As the analysis's method, the partial least squares structural equation modeling (PLS-SEM) was utilized. The results, which showed BI, DAR and CII to have a positive direct effect on marketing effectiveness, whilst BPI displayed a negative direct impact, were compelling. But clear signs of positive influence on CS by the four dimensions of BI (BI, DAR, BPI, and CII) have also been observed, and this result has been proved to be a mediator between them and business effectiveness. The above study is a source of invaluable learning for the managers of telecom companies in Jordan is a tool that managers in the Jordanian telecom industry will greatly benefit from in the sense that it brings out all the importance of integrating BI, DAR, BPI, and CII practices that emphasize high quality customer service. By properly utilizing these assets and up-to-the-market, companies can improve the effectiveness of marketing and the whole organizational efficiency. The study enhances the existing theory of the interrelationships between the adoption of business intelligence, customer satisfaction, and marketing power which can be viewed from both resource-based view (RBV) theory and expectation-based theory (EDT). It affirms an idea that the RBV was rooted in that when organizational assets are valuable, firms have a competitive advantage and better performance. Also, an EDT states that customer satisfaction increases if the expectations of customers are met. Innovation - The essay is innovative and takes an original angle to explore the multifaceted interconnectivity among business intelligence adoption, customer satisfaction, and marketing effectiveness in the framework of the Jordanian telecom industry. It highlights the steps to customer satisfaction problem solutions and the caution comes with process integration efforts, hence, helping to arrive at a full comprehension of the aspirations for organizational performance in the field.

This study examines the effect of web design on the generation of electronic word of mouth (E-WOM) through the satisfaction of e-commerce consumers in the retail sector. To this end, three main objectives were proposed: (1) Evaluate the effect of web design on the perception of security, perceived enjoyment, perceived usefulness and perceived risk of the e-commerce consumer in the retail sector; (2) Evaluate the effect of customer service, perception of security, perceived enjoyment and perceived usefulness on consumer satisfaction in e-commerce in the retail sector; and (3) Explain the positive effect of customer satisfaction and the negative effect of perceived risk on the generation of E-WOM. A study was carried out using a quantitative approach with a non-experimental and cross-sectional design. Through non-probabilistic convenience sampling, a total of 422 questionnaires from consumers in the retail sector were collected. A partial approach was used to analyze the data. Least Squares PLS-SEM by using SmartPLS. The results show the significant positive effect of web design on the perceptions of security, customer service, and customer satisfaction. And a negative effect on risk perception. Furthermore, this study revealed the mediating effects of risk perception, security perception, and quality of customer service in the retail sector. This study has theoretical, practical, social, and customer management implications, so it will be useful in academic, social, and business areas. The results show the positive and significant effect of web design on the perception of security, enjoyment, and usefulness of online shopping. The negative and significant effect of web design on risk perception was also demonstrated; furthermore, this study revealed the positive and significant effect of perceived usefulness, enjoyment, security, and electronic service on customer satisfaction in online shopping. Finally, the negative and significant effect of risk perception on the generation of electronic word of mouth and the positive and significant effect of satisfaction on the generation of electronic word of mouth were demonstrated.

Social media has recently drawn the attention of regulators and current research because of its importance in meeting client demand and improving an organization's marketing success. Because of this, the current study investigates how social media strategy, analysts, and active involvement affect social media performance and how social platforms' results affect advertising outcomes for the UAE's electronic industry. This research also examines how customer satisfaction impacts the connections between marketing performance and social media. It also explores how social media performance mediates the intersection of social media tactics, experts, consistent presence on social media, and advertising performance. Data were collected via questionnaires, and data analysis was done using smart-PLS. The findings showed a favorable correlation between social media performance and social media strategies and active participation, as well as a good correlation between social media performance and marketing effectiveness. Additionally, the findings indicated that consumer satisfaction significantly regulates the link between social media performance and advertising effectiveness. They also highlight that social platform efforts positively mediate the link between social media tactics, analysts, active social media use, and performance. This study aided the regulatory agencies in their decision-making and directed them to sharpen their attention on social media to improve marketing efficiency.