Customer Relationship Management and Customer Satisfaction in E-business Organizations in Nepal
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Abstract
E-commerce has been more popular in Nepal in recent years to a greater extent. People are switching from traditional business to digital business, which is the major cause of this. Ecommerce is flexible, safe, and time-saving. This is because websites enable us to choose goods and services from anywhere. We can also use online banking or one of the many e-wallets to make the payment. We cannot image doing business online without keeping up with adequate e-CRM due to its significant influence on e-business or e-commerce.
Description
Customer relationship management (CRM) is a concept for controlling how a business interacts with its clients, customers, and potential customers. It includes coordinating, automating, and coordinating business activities using technology. CRM aims to increase revenue, profitability, and customer happiness. Similar to other nations, internet shopping has progressively gained popularity in Nepal, where there is severe rivalry among e-retailers. Therefore, the goal of this study was to identify the crucial variables that influence how satisfied clients are with e-business enterprises in Nepal. This is why the CRM's components like customer service, information quality, website design, payment system, product variety, transactional ability, response,
security/privacy, and delivery have received special attention. Based on these factors, nine hypotheses of the study were developed as part of the research model.