Electronic customer relationship management: A study on Turkish online bookstores

In the late 1990s, Customer Relationship Management (CRM) gainedwidespread recognition in the academic area and business field, researchers andpractitioners enthusiastically have shared their viewpoints and experiences inapplying CRM. Simultaneously, the Internet opened a completely new businesschannel. The use of the Internet as a channel for commerce and information presentsan opportunity for business to use Internet as a tool for CRM. Realizing thisopportunity by business and academic areas brought the term Electronic CustomerRelationship Management (E-CRM) out. This thesis attempts to analyze theavailability of E-CRM features on Turkish online bookstores and their relationship toE-Service quality dimension, customer satisfaction, overall service quality andpurchase intentions. Two studies are performed to analyze these issues: "E-CRMContent Analyze" and "E-CRM Features and E-Service Quality Dimensions".Keywords: Customer Relationship Management, Electronic Customer RelationshipManagement, E-Commerce, E-Service Quality