题名 | The impact of KM system, consumer and business features on customer loyalty |
作者 | |
发表日期 | 2009 |
会议名称 | 12th International Business Information Management Association Conference, IBIMA 2009 |
会议录名称 | Creating Global Economies through Innovation and Knowledge Management Theory and Practice - Proceedings of the 12th International Business Information Management Association Conference, IBIMA 2009
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ISBN | 9780982148914 |
卷号 | 1-3 |
页码 | 1507-1517 |
会议日期 | 29 June 2009 through 30 June 2009 |
会议地点 | Kuala Lumpur, Malaysia |
摘要 | The advancement of technology has changed the way businesses are conducted. In the retailing industry, business players need to understand the requirements of consumers to increase customer loyalty. However, there are limited empirical studies on the influence of consumer features, business features and knowledge management system in the retail industry. A key objective of this paper therefore is to determine the impact of consumer features, business features, and knowledge management system on customer loyalty from the consumers' viewpoint. We collected 100 valid survey questionnaire responses through online method. We presented the descriptive and preliminary inferential results. In addition, we provided key significance of the results to the retail industry and the consumers. This research also provides useful data that could help the retail industry understand and satisfy customers' needs effectively within Malaysian context. The empirical insights from this study would also serve as an academic reference on the subject area with respect to theory building. |
关键词 | Business features Consumer features Customer loyalty E-CRM E-Retailing KM system Malaysia |
URL | 查看来源 |
收录类别 | CPCI-SSH |
语种 | 英语English |
WOS研究方向 | Business & Economics |
WOS类目 | Business ; Management |
WOS记录号 | WOS:000278464500198 |
引用统计 | |
文献类型 | 会议论文 |
条目标识符 | https://repository.uic.edu.cn/handle/39GCC9TT/3494 |
专题 | 个人在本单位外知识产出 |
作者单位 | Multimedia University, Malaysia |
推荐引用方式 GB/T 7714 | Beng, Tan Chew,Yee, Kwan Pay,Eze, Uchenna Cyril. The impact of KM system, consumer and business features on customer loyalty[C], 2009: 1507-1517. |
条目包含的文件 | 条目无相关文件。 |
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