The Effects of Electronic Customer Relationship Management on Customer Loyalty (Case Study: Pooya Negar Fanavar

With the increasing spread of electronic commerce, new opportunities have been created for companies and organizations to provide services to their customers. If an organization fails inthis regard it will easily lose its market share and this led to the destruction of that company. Companies should try different ways to create a sense of loyalty to their customers in order to differentiate themselves to other companies. One of these ethods is the use of electronic customer relationship management. The aim of this study is to investigate the effects of electronic customer relationshipmanagement on customer loyalty. The customers of Pooya Negar Fanavar Company were selected for this purpose. We use the simple random sampling method in order to study thesecustomers. A pilot study was conducted by distributing some random questionnaire among thesamples. The sample size was estimated by using appropriate formulas and estimating the variance of the samples. The result of data analysis revealed that Service Quality, Availability of information via the Internet, saving time, Trust and reliability, Understanding customer needscan be effective on the samples royalty to the Pooya Negar Fanavar Company

Keywords:

Customer Relationship Management , Electronic Customer Relationship Management , Customer Loyalty