Journal of Management Information and Decision Sciences (Print ISSN: 1524-7252; Online ISSN: 1532-5806)


Internet services: customer relationship management (CRM) using internet of things (IoT)

Author(s): Zare, M., & Honarvar, A. R.

Internet of things facilitates relationships in the business world. With the increased usage of new Internet services in the country and with respect to the intense competition between businesses, these organizations should pay special attention to customer relationship management in order to survive and grow in the market. The goal of this study is to analyze customer relationship management in the state-of-the-art Internet services using IoT. This research is an applied research in terms of its goal, and in terms of data gathering, it is a descriptive survey study. In order to collect data, electronic questionnaire is designed. After data acquisition, by using structural equations model, study’s hypotheses are tested and SPSS and LISREL software are used to analyze the data. Based on the results from the study, components of CRM (loyalty, understanding demands, quality of service, customer orientation, flexibility, Interaction) are effective in the success of Internet services.

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