A Study of Relationship Internet-mediated Customer Relationship Management, Relationship Quality and Intention Continuance

• Main Authors: Lin, Shih Han, 林士涵
• Other Authors: Chuang, Shu-Hui
• Format: Others
• Language: zh-TW
• Published: 2012
• Online Access: http://ndltd.ncl.edu.tw/handle/41349481512790977238

碩士 === 亞洲大學 === 會計與資訊學系碩士班 === 100 === In information management, although there is study on relationship between Customer Relationship Management (CRM) and repurchase intention, with the development and prevalence of shopping websites, it lacks the research on relationship between shopping websites and the consumers or clients, which refers to studies on Internet-mediated Customer Relationship Management (I-CRM). Therefore, this study aims to cite the past concept of customer relationship management in order to find out if the value of the websites’implementation of I-CRM will enhance the customers’ satisfaction, trust and commitment, attract the customers, construct long-term and reliable relationship with the customers, and increase their repurchase intention. This study used online questionnaires and obtained 397 valid samples. The measurement model and structure model were tested by SmartPLS. According to statistical analysis, shopping websites’introduction of I-CRM positively and significantly influences relationship quality, while relationship quality also positively and significantly influences repurchase intention. The finding can serve as references for website decision makers and future researches.