Search results

We propose a simple control‐charting scheme for simultaneously displaying univariate and multivariate process information. The proposed chart can be used as a diagnostic tool for understanding the nature of out‐of‐control conditions in multivariate statistical process control (SPC). The chart is easy to implement and interpret. Two examples are given for illustration purposes.

A new optimization model for setting the target values of the technical attributes of a product is presented. The framework not only considers customer satisfaction targets, but also the cost target. This enables one to weigh the trade‐off between these two objectives according to his preferences. The formulation is capable of generating a set of Pareto‐optimal solutions with respect to customer satisfaction and cost thus allowing the development team to explore their viability in relation to the subsequent houses of quality. At the same time, the scheme is simple enough to be implemented using a spreadsheet and the Excel solver. Uses a desirability function approach to represent the technical attributes’ values so as to adapt to different directions of improvement for different technical attributes. For illustration purposes, a case study of a digital camera is presented using a simpler variant of the model so that various sensitivity analyses can be performed.

The purpose of this paper is to examine the effect of trust, privacy, service quality and customer satisfaction on the success of electronic customer relationship management (E-CRM) systems.

In this paper, a new model for determining the critical factors in the success of E-CRM systems is presented. The suggested model is verified using partial least squares with structural equation modeling. A questionnaire is designed and collected from 378 taxpayers in East Azerbaijan province of Iran.

The outcomes reveal that customer satisfaction is significantly influenced by the perceived quality of service. Customer satisfaction, in turn, is significantly impacted by the trust. Therefore, the quality of service, trust and privacy, through customer satisfaction, significantly affects the success of E-CRM systems.

The main limitation can be referred to the clients that would not cooperate well as they were avoiding to give much information about the financial issue. Also, the study was conducted only in the context of Iran and a limit sample was utilized.

The research results help service providers improve E-CRM.

This study sheds light on identifying the antecedents of trust, privacy and quality of service that affect customer satisfaction; it may contribute to the theoretical framework for customer satisfaction in the context of the E-CRM. The results of the research offer practical implications for marketing managers and practitioners who prepare strategic plans and implement tools to improve the productivity or performance of the E-CRM systems. Moreover, customer satisfaction is related to the success of E-CRM systems as a result of trust, privacy and service quality. This research offers new insights into E-CRM intentions from a taxpayer in Iran.