Maturity of e-commerce in Abadan Oil RefineryCompany from the point of view of customerrelations

E-commerce is a necessity for business success. The maturity of e-commerce is veryimportant in the commercial success of businesses. The maturity of e-commerce can bedefined as access to the software and hardware infrastructures necessary for theestablishment of e-commerce. E-commerce models provide good facilities for consumers bycreating a suitable platform and related tools. As mentioned above, this research wasconducted with the aim of investigating the maturity of e-commerce in the Abadan Oil RefineryCompany, Iran from the perspective of customer relations. In this research, Gartner's electronicgovernment maturity model was used, which has four levels. The statistical population includedmanagers, experts, and e-commerce specialists of the Abadan Oil Products DistributionCompany, and the sample was selected using a simple random method. To measure thecontent validity of the questionnaire, experts' opinions were used and to determine thereliability of the questionnaire, Cronbach's alpha method was utilized. According to the results,it can be stated that the Abadan Oil Refinery Company is in the transaction stage in the fieldof communication with the customer, which has an acceptable status compared to otherstages, but it is not very favorable. It is suggested that to improve the status of e-commerce inthis company in relation to communication with customers, the necessary platforms in this fieldshould be created first.

Keywords:

Gartner maturity model , e-commerce , customer relationship , business.