The effect of electronic customer relationship management application methods on customer satisfaction and trendyol application

Nowadays, the rapid development of technology and internet brings the necessity of commercial enterprises to operate online. They use electronic customer relationship management (E-CRM) applications in order to ensure customer satisfaction and competitive advantage in online businesses. In this research, it is investigated whether E-CRM applications methods used in online shopping sites have an effect on customer satisfaction. For this purpose, a shopping website that operate in Turkey (B2C) data that is selected from among customers with samples of 500 people were interviewed and obtained were analyzed by SPSS 22.0 software. The findings obtained from the analysis of the survey results reveal what are the dimensions of the methods used at the time of E-CRM applications and how these dimensions have an impact on customer satisfaction. Based on the findings obtained from the analyzes, it is also shown how E-CRM practices have impact on online shopping sites according to the users in the age range, which income level and which education level. Keywords: Customer, Customer Satisfaction, CRM, Internet, E-Commerce, E-CRM