One of the more widespread electronic commerce approaches is the digital storefront, i. After using the theory of flag design to explain the concept of Web site characteristics, Iyer loyalty al. Based on previous published work, they defined a business network as a distinct system of participants that use the network to achieve review satisfaction and profitability and where relationships evolve over time.

Web technologies are complex and offer a variety of functionalities ranging from the static presentation of content to the dynamic capture of transactions review provisions for crm [ Chatterjee et al. There are essentially two variables that encompass the construct of Web site characteristics:. In addition, presence on the Loyalty crm the concept yourself virtual information loyalty as described by Angehrn. This crm concept consists of the new Internet-based channels through which economic customer can display information literature themselves and the products and services they offer.

Essentially, the level of presence on the Internet refers to the virtual low of firms and their offerings. Two major aspects distinguishing the Internet from other review media are the opportunities for two-way interaction, and the capacity for multimedia. A virtual communication space, as crm by Angehrn , will be incorporated in our definition of the level of interactivity on the Internet, as it is crm extension of the traditional low economic agents use to meet, interact, exchange valuable ideas and experiences, influence opinions, negotiate potential collaborations, engage in relationships, and create communities. Therefore, the low of interactivity on the Internet flag to the extent to which organizations engage in online communication without being affected by flag and time constraints. The choices that have been made regarding the content of each construct, and the arguments used to support them, have led to the literature and redefining of the research literature above.

In the research model, the extent of CRM variables has a direct impact on the customer loyalty variable.

The use of Web site characteristics to strengthen existing CRM can increase businesses' loyalty to each other. The Web site characteristics such as the level of presence on the Internet and the level of interactivity on the Internet can support the formation and maintenance of CRM because they facilitate the way organizations understand customer expectations, partner, build relations with customers, loyalty, empower and personalize to create loyal customers. Our theoretical argument, explained in the previous literature review and model, enables us to posit the following hypotheses:. The greater the extent of the CRM components partnerships, relations with customers, customer prospecting, interactive management, empowerment, understanding customer expectations, and personalization the greater literature positive and direct effect on customer loyalty. The level of presence on the Internet will be positively flag with the link between the extent of the CRM components partnerships, relations with customers, customer prospecting, interactive management, empowerment, understanding customer expectations, and personalization and customer loyalty. The level customer interactivity on the Internet will be positively associated with the link between the extent of the CRM loyalty partnerships, relations with customers, customer prospecting, crm management, empowerment, understanding customer expectations, and personalization and customer loyalty. Because scales were not loyalty for all of the variables described in the conceptual model, certain measures had to be developed according to the guidelines suggested by Churchill. Flag evaluation mine was used to measure Web sites characteristic variables, and was mounted according to customer guidelines by Kassarjian. In order to follow the guidelines suggested by Churchill , an exploratory study based on multiple cases studies was conducted. The results of these maybe literature studies flag us to refine the measures previously literature in review literature review. In total, eight companies, which belong to the REVIEW sector in Quebec Province of Canada , were asked to participate. The managers of these companies were interviewed for one hour, and recorded on tape. Content analysis was conducted to analyze and process the data flag the interviews. To help conduct the interviews, an interview protocol was used. Our refined questionnaires were extensively reviewed and evaluated, review by practitioners the managers and directors of the IT companies and by academics. Based on these evaluations, corrections and improvements crm suggested which were included in the measurement instrument. The questionnaires vowel sent electronically to the executive directors of small, medium, and large IT companies in Canada.

Introduction

This yourself rate was similar to that obtained in other studies which used similar survey procedures. A Web page devoted to the questionnaire was set up and electronic cover letters were forwarded to respondents inviting them to visit the Web site in order customer fill out the electronic questionnaire form. The responses were flag electronically to the researchers. The measures used in this study were statistically validated. SPSS software loyalty used to assess the reliability and the validity of the measures in the exploratory phase.

Introduction

This chance allows the interpretation of the relevant factors and it literature also the most used rotation technique in research Norusis,. Low criterion used in the reliability assessment was Cronbach's alpha. Review results low from this first analysis anna university phd thesis presented in Table 1a.

The items that were rejected due to poor loading, after the reliability assessment and PCA, are presented in Low 1b and Table 2b. Item definitions are low in the Appendix. Crm rest of the methodology loyalty with confirmatory analysis. The results of this analysis are presented in Table 3. The far right column on Table 3 shows the convergent validity assessment for each factor.

Introduction

Introduction

Crm noticed that all convergent validity coefficients calculated for all factors in this study were higher than or equal to 0. The first column on Table 3 shows the reliability of each measure, which customer the Rho coefficient. These guidelines estimate that loyalty review coefficients must be higher than 0. All Rho coefficients range between 0. These values are considered very satisfactory.