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Dissertations / Theses on the topic 'E-custome'

Author: Grafiati

Published: 5 June 2025

Last updated: 2 August 2025

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1

Vu, Long, Nga Phan, and Ha Truong. "E-Customer values in Vietnamese apparel industry : A study from customers' perception." Thesis, Internationella Handelshögskolan, Högskolan i Jönköping, IHH, Företagsekonomi, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-15965.

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Key words: Customer value, value-adding factors, e-commerce, apparel industry, Vietnamese market, customers’ perception. Background: Along with the development of many applications from Internet, Electronic Commerce (e-commerce) has changed the business scene in the global economy by emerging as a new, efficient channel of doing business. The apparel industry has also been approaching this way of doing business as an attempt to improve the effectiveness and efficiency of operations at various extents. In the Vietnamese market, Ninomaxx being well-known as leading fashion brand f

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Miazee, Md Hossen, and Md Mostafizur Rahman. "E-Service Quality and Customer Satisfaction: A Study of Online Customers in Bangladesh." Thesis, Mittuniversitetet, Institutionen för samhällsvetenskap, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:miun:diva-13615.

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In twentieth century we have witnessed an extensive growth of internet based services, from small merchant to multi-organizations that are developing online services. Online delivery channel performing the e-service quality is the prime challenging concern that is the significant for customer satisfaction and their purchasing decision. In this study, service quality is to be explored as the most important influential service quality factors of online purchasing that affects consumer satisfaction and makes their purchasing decision. The study begins with the earlier literature review to identif

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3

Schmitz, Thorsten, Ai Xu, and Zhibing Mo. "Engaging Customers : How e-commerce companies can use customer involvement to create a superior online shopping experience." Thesis, Linnéuniversitetet, Ekonomihögskolan, ELNU, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-13022.

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Topic: Co-creation of experience Research gap: The number of papers focusing on customer involvement and customer experience has increased significantly in recent years. However, there is a lack of studies on how companies can use customer involvement for creating a better customer experience jointly with customers, which Prahalad & Ramaswamy (2000, 2003, 2004) refer to as the co-creation of experience. Purpose: By this paper we want to develop an understanding of how e-commerce companies can use customer involvement to create a superior online shopping experience. Theoretical basis of our

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4

Soen, Kelvin, and Bo Yin. "Customer Behaviour Analysis of E-commerce : What information can we get from customers' reviews through big data analysis." Thesis, KTH, Entreprenörskap och Innovation, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-254194.

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Online transactions have been growing exponentially in the last decade, contributing to up to 11% of total retail sales. One of the parameters of success in online transactions are online reviews where customers have the chance to assign level of satisfaction regarding their purchase. This review system acts as a bargaining power for customers so that their suppliers pay more attention to their satisfaction, as well as benchmark for future prospective customers. This research digs into what actually causes customers to assign high level of satisfaction in their online purchase experience: Whet

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Algestam, Sara, and Ertuğrul Kılıçaslan. "Fulfilling customer demand Customer requirements and demands on e-commerce." Thesis, Högskolan i Borås, Institutionen Ingenjörshögskolan, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:hb:diva-20264.

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This thesis has been carried out during second semester 2010 at University College of Borås in Collaboration with Halens AB. Halens Holding AB is one of Sweden’s leading e-commerce companies. The company contains of four subsidiaries which together create Halens Holding AB. The concern includes Halens AB, Cellbes AB, Time Finans AB and New Bubbleroom Sweden AB. The main office of Halens Holding AB is located in Borås, the company has a turnover of 1.1 billion SEK and employs 300 people. Halens Holding AB has a wide range of products; fashion, home textile, furniture’s, home electronics and bea

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Caccamo, Debora <1995&gt. "Customer Satisfaction e Customer Service: analisi del caso aziendale Ikea." Master's Degree Thesis, Università Ca' Foscari Venezia, 2019. http://hdl.handle.net/10579/15775.

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La tesi ha l’obiettivo di evidenziare l’importanza del cliente, ormai parte determinante per il successo aziendale. Un orientamento “clintocentrico”,infatti, provoca un concreto differenziale competitivo, divenendo un fattore critico di successo per la crescita aziendale. Affinché si possa conseguire l’obiettivo di orientamento alla clientela in maniera efficace è indispensabile il supporto di una misurazione oggettiva e costante. Si è analizzato in particolare il modello di Kano, il quale permette all’impresa di identificare l’efficacia dei singoli requisiti del prodotto in relazione alla sod

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7

Tran, Gina A. "Investigating E-servicescape, Trust, E-WOM, and Customer Loyalty." Thesis, University of North Texas, 2014. https://digital.library.unt.edu/ark:/67531/metadc699848/.

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Old Spice cleverly used a handsome actor to play the Old Spice Man character for a Super Bowl commercial in 2010. After the game, this Old Spice commercial was viewed more than 13 million times on YouTube, a social media video-sharing site. This viral marketing campaign, also known as electronic word-of-mouth (E-WOM), propelled the Old Spice brand into the forefront of consumers’ minds, increased brand awareness, and inspired people to share the video links with their family, friends, and co-workers. The rapid growth of E-WOM is an indication of consumers’ increased willingness to convey marke

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Jakavonis, Petras. "Muitinės informacinės sistemos funkcionavimo ir teisinio reguliavimo analizė e-muitinės kontekste." Master's thesis, Lithuanian Academic Libraries Network (LABT), 2008. http://vddb.library.lt/obj/LT-eLABa-0001:E.02~2008~D_20080122_104509-21901.

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Magistro baigiamajame darbe nagrinėjama muitinės informacinės sistemos transformavimo bei pritaikymo veikti e-muitinės sąlygomis problema. Išsikeltas tikslas yra sąlygojamas prieštaravimo tarp galiojančio muitinės veiklos teisinio reglamentavimo ir sparčiai besikeičiančių globalaus verslo sąlygų. Būtinybė visus prekybos veiksmus atlikti elektroninėje terpėje reikalauja papildyti muitinės informacinę sistemą trūkstamais elementais bei keisti muitinės informacinės sistemos funkcionavimo teisinę aplinką. Norint suformuluoti šios problemos sprendimo siūlymus išnagrinėta mokslinėje literatūroje apt

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9

Magonette, Pierre. "Competitive Advantage Through the Customer Involvement in E-commerce Strategies : A Multiple-Case Study in the European Airline Industry." Thesis, Högskolan i Halmstad, Sektionen för ekonomi och teknik (SET), 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:hh:diva-26335.

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Much research show that strategies of personalization aiming to meet customers' needs and behaviors are an important aspect to influence the competitiveness within an industry. However there is a gap of studies on how airlines use customer involvement for creating personalized strategies in the field of e-commerce while enhancing the competitive advantage. This study is aims to describe how airlines can create personalized e-commerce strategies by considering the customer involvement in order to enhance their competitiveness. In conjunction with this first assumption the study aims to demonstr

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10

Mattiolo, Anna Paola <1973&gt. "Le determinanti e l'analisi della Customer Satisfaction." Master's Degree Thesis, Università Ca' Foscari Venezia, 2013. http://hdl.handle.net/10579/3702.

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Essendo il consumatore il soggetto che, in ultima analisi, decreta il successo o l’insuccesso di un’impresa, con il presente lavoro si è voluto evidenziare il crescente ruolo che egli ha ricoperto nel corso del tempo, passando da una veste assolutamente marginale all’essere il centro di tutte le più importanti decisioni aziendali. Il cliente, ed in particolar modo la sua soddisfazione, rappresenta il mezzo attraverso il quale l’impresa può raggiungere un vantaggio competitivo sostenibile che la porti ad assumere una posizione privilegiata rispetto ai competitor. Perché il consumatore accordi

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11

Atutytė, Dovilė. "Klientų lojalumo didinimo sprendimai elektroninėje prekyboje." Master's thesis, Lithuanian Academic Libraries Network (LABT), 2014. http://vddb.library.lt/obj/LT-eLABa-0001:E.02~2011~D_20141223_180232-17318.

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Magistro darbą sudaro trys dalys. Pirmojoje darbo dalyje pateikta ir nagrinėta elektroninės prekybos konceptas, klientų lojalumo samprata ir stadijos virtualioje aplinkoje, taip pat išskiriami veiksniai, didinantys klientų lojalumą. Pateiktas klientų lojalumo didinimo virtualioje elektroninėje prekyboje struktūrinis modelis. Antrojoje darbo dalyje. Pateikta tyrimo metodologija, tikslas ir uţdaviniai. Atlikta ankstesnių klientų lojalumo didinimo virtualioje aplinkoje tyrimų rezultatų analizė. Trečiojoje darbo dalyje atliktas klientų lojalumo elektroninėje prekyboje empirinis tyrimas ir api

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12

Alotaibi, Mutlaq B. G. "Electronic Customer Knowledge Management Systems: a multimodal interaction approach : an empirical investigation into the role of the multimodal interaction metaphors to improve usability of Electronic Customer Knowledge Management Systems (ECKMS) and increase the user's trust, knowledge and acceptance." Thesis, University of Bradford, 2009. http://hdl.handle.net/10454/4303.

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There has been an increasing demand for commercial organisations to foster real-time interaction with customers, because harnessing customer competencies has been shown to be a major contributor towards various benefits, such as growth, innovation and competition. This may drive organisations to embrace the development of multimodal interaction and complement Electronic Customer Knowledge Management Systems (E-CKMS) with metaphors of audio-visual nature. Although the implementation of E-CKMS encounters several challenges, such as lack of trust and information overload, few empirical studies we

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13

Götzelt, Kai-Uwe. "Customer focused E-Learning Einsatz, Gestaltung und Anwendungssysteme." Lohmar Köln Eul, 2009. http://d-nb.info/1003056261/04.

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14

Tahir, Harris. "ANTECEDENTS OF CUSTOMER SATISFACTION IN E-SERVICE TRANSACTIONS." NSUWorks, 2013. http://nsuworks.nova.edu/hsbe_etd/110.

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What influences online service quality and how is service quality linked to customer satisfaction? This dissertation addresses these important questions using four alternative operationalizations of the service dimensions: expectations minus perceptions (E-P), a direct measure of the expectations - perceptions gap (direct), the perceptions measure only (P), and expectations minus perceptions adjusted for the absolute level of perceptions P-(E-P). Separate structural equation models are estimated for each measurement operationalization. The study found that E-P variables were not highly reliabl

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15

Aziz, Andrew. "Customer Segmentation basedon Behavioural Data in E-marketplace." Thesis, Uppsala universitet, Institutionen för informationsteknologi, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-330461.

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In the past years, research in the fields of big data analysis, machine learning anddata mining techniques is getting more frequent. This thesis describes a customersegmentation approach in a second hand vintage clothing E-marketplace Plick.These customer groups are based on user interactions with items in themarketplace such as views and "likes". A major goal of this thesis was to constructa personal feed for each user where the items are derived from the user groups.The customer segmentation method discussed in this paper is based on theclustering algorithm K-means using cosine similarity as

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16

Hicks, Nikki R. "Customer Relationship Management in the E-Retailing Environment." ScholarWorks, 2018. https://scholarworks.waldenu.edu/dissertations/4732.

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Small business enterprise (SBE) managers often lack resources, expertise, and impact when selling in an online environment. SBEs can overcome increased competition by adopting customer relationship management (CRM) into their business model for survival and longevity. Using the conceptual framework technology, organization, environment (TOE), this multiple case study explored effective marketing strategies that small store retail managers use to successfully sell apparel and accessories in online markets. The study population included leaders from independent small online retail enterprises wi

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17

Didone', Gianluca <1993&gt. "Customer Satisfaction Nascita e sviluppo in chiave economica." Master's Degree Thesis, Università Ca' Foscari Venezia, 2018. http://hdl.handle.net/10579/13909.

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L’elaborato proposto analizza la customer satisfaction come una delle fonti principali per la creazione di vantaggio competitivo all’interno del mercato in cui l’azienda si colloca. Una clientela soddisfatta è la base per la crescita e lo sviluppo ed è per questo motivo che l’offerta proposta deve comprendere non solo un buon prodotto ma deve considerare bisogni ed esigenze della clientela al fine di soddisfarli al meglio. La tesi inizia con una breve digressione storica che valuta l’aumento dell’importanza del cliente e della sua soddisfazione in chiave aziendale nel corso degli anni. Si pass

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Abu, Snieneh Wafa' A. J. "An integrated model for the measurement of online customer experience. An empirical international study." Thesis, University of Bradford, 2009. http://hdl.handle.net/10454/4245.

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With the emergence of the internet as a new business channel and its impact on the overall role of today¿s customers, existing models for the measurement of perceived quality, satisfaction and loyalty are worth revisiting. This is specifically important in light of the prominent progress of some of the new business concepts, particularly customer experience management, and the rising emphasis on customers¿ hedonic and emotional needs. This study attempts to bridge the gap in existing literature by examining the online customer experience in its entirety, attending within the study to both

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Alotaibi, Mutlaq Bader Gublan. "Electronic Customer Knowledge Management Systems : a multimodal interaction approach : an empirical investigation into the role of the multimodal interaction metaphors to improve usability of Electronic Customer Knowledge Management Systems (ECKMS) and increase the user's trust, knowledge and acceptance." Thesis, University of Bradford, 2009. http://hdl.handle.net/10454/4303.

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There has been an increasing demand for commercial organisations to foster real-time interaction with customers, because harnessing customer competencies has been shown to be a major contributor towards various benefits, such as growth, innovation and competition. This may drive organisations to embrace the development of multimodal interaction and complement Electronic Customer Knowledge Management Systems (E-CKMS) with metaphors of audio-visual nature. Although the implementation of E-CKMS encounters several challenges, such as lack of trust and information overload, few empirical studies we

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20

Robra-Bissantz, Susanne, and Christoph Lattemann. "Customer Integration und Customer Governance – Neue Konzepte für die Anbieter-Kunden-Beziehung im B2C-E-Business." Saechsische Landesbibliothek- Staats- und Universitaetsbibliothek Dresden, 2014. http://nbn-resolving.de/urn:nbn:de:bsz:14-qucosa-155369.

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Das Internet mit immer neuen Kommunikationsdiensten hat das Potenzial, völlig neue Strategien des Unternehmens an der Schnittstelle zu seinen privaten Kunden einzuleiten. Der Kunde nimmt in Zukunft nicht mehr allein die Rolle eines passiven Käufers ein [Homburg, Gruner 96]. Stattdessen entwickelt er sich zu einem aktiven Partner des Unternehmens, was potenziell zu einer neuen Gestaltung der Unternehmensorganisation führt sowie zu neuen strategischen Optionen, z. B. zur Generierung von Wettbewerbsvorteilen. Ein Beispiel dieser Entwicklung ist die Customer Integration, die Einbindung des Kunden

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Robra-Bissantz, Susanne, and Christoph Lattemann. "Customer Integration und Customer Governance – Neue Konzepte für die Anbieter-Kunden-Beziehung im B2C-E-Business." Technische Universität Dresden, 2005. https://tud.qucosa.de/id/qucosa%3A28369.

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Das Internet mit immer neuen Kommunikationsdiensten hat das Potenzial, völlig neue Strategien des Unternehmens an der Schnittstelle zu seinen privaten Kunden einzuleiten. Der Kunde nimmt in Zukunft nicht mehr allein die Rolle eines passiven Käufers ein [Homburg, Gruner 96]. Stattdessen entwickelt er sich zu einem aktiven Partner des Unternehmens, was potenziell zu einer neuen Gestaltung der Unternehmensorganisation führt sowie zu neuen strategischen Optionen, z. B. zur Generierung von Wettbewerbsvorteilen. Ein Beispiel dieser Entwicklung ist die Customer Integration, die Einbindung des Kunden

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Ye, Zhiqiu, and Xinyi Chen. "The Effects of Online and Offline Customer Experiences on Customer Loyalty in Chinese Fresh E-commerce." Thesis, Uppsala universitet, Företagsekonomiska institutionen, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-415002.

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With the gradual upgrade of fresh food consumption in China, the integration of online platforms and retail entities has brought more convenient and diverse fresh food consumption experiences to customers. This thesis is to explore how the customers loyalty in Chinese fresh e-commerce are affected by online and offline customer experience. This paper draws on strategic experience modules and situation experience theory and proposes three influencing factors respectively according to the two situations of online and offline. Specifically, this thesis analyzes the impact of the aesthetic experie

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Yang, Ye. "The Influential Factors of Customer Experience in O2O E-commerce : A quantitative study of what affects Chinese customers’ experience in online travel industry under the O2O e-commerce context." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-67372.

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Background: The development of the O2O market in China has been increasingly growing and will remain a steady growth in 2017 (iiMedia Research, 2016), but it is still an ambiguous phenomenon in the academic world and lack of relevant research, especially the influential factors to customer experience in the O2O business model. Research question: What factors affect customer experience in China in the context of O2O business? Purpose: The primary objective of this paper is to examine the influential factors of the customer experience in the context of O2O context, especially to the Chinese cust

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Snieneh, Wafa' Abdel Jalil Abu. "An integrated model for the measurement of online customer experience : an empirical international study." Thesis, University of Bradford, 2009. http://hdl.handle.net/10454/4245.

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With the emergence of the internet as a new business channel and its impact on the overall role of today's customers, existing models for the measurement of perceived quality, satisfaction and loyalty are worth revisiting. This is specifically important in light of the prominent progress of some of the new business concepts, particularly customer experience management, and the rising emphasis on customers' hedonic and emotional needs. This study attempts to bridge the gap in existing literature by examining the online customer experience in its entirety, attending within the study to both the

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Zuberi, Sofia. "Effectiveness of an ERP Vendor's Customer Support E-System." Thesis, Blekinge Tekniska Högskola, Sektionen för management, 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-1156.

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In today’s business climate many organizations are implementing ERP systems to connect all their processes into one system thereby hoping to benefit off the resulting efficiencies. ERP Vendors are trying to best cater to the needs of their customers, and this extends into the post-implementation period where customers rely on the Vendor to resolve software and technical errors that inevitably occur. This study looks into a factor with-in this area from the ERP Vendor perspective. Customers have to communicate with their ERP Vendor in the post-implementation period to resolve problems, and this

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Izogo, Ernest Emeka. "Online customer experience in an emerging e-retail market." Thesis, University of Hull, 2017. http://hydra.hull.ac.uk/resources/hull:16476.

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Although customer experience has attracted significant attention in marketing theorizing for over three decades, research has barely progressed beyond the traditional conceptualizations of the concept. Specifically, research on multichannel retailing experience is scarce and fragmented despite previous calls to investigate how customer experience can be optimized at different channels. Additionally, although eWOM is fast supplanting traditional WOM as a determinant of consumer behavior whilst Internet platforms have been declared the future fronts for successful customer relationship managemen

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Portela, Daniela Alexandra dos Santos. "Customer relationship management e fidelização do cliente em hotelaria." Master's thesis, Universidade de Aveiro, 2013. http://hdl.handle.net/10773/12400.

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Mestrado em Gestão e Planeamento em Turismo<br>O Customer Relationship Management (CRM) é um tema bem estabelecido na literatura e é uma ferramenta muito popular junto dos gestores das organizações prestadoras de serviços com elevada interação com a clientela. No entanto, existe ainda alguma ambiguidade relativamente ao conceito de CRM e bastante diversidade na forma como é utilizado com vista à fidelização e lucratividade de clientes, nomeadamente no setor hoteleiro. A presente investigação pretende perceber de que modo, na prática, os hotéis utilizam esta ferramenta no sentido de reter clie

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Kassinen, I. (Inka). "Customer value propositions in second-hand clothing e-commerce." Master's thesis, University of Oulu, 2019. http://jultika.oulu.fi/Record/nbnfioulu-201906052368.

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Abstract. Retailing started to go through an enormous change since internet offered an alternative platform for retailers to sell their products — e-commerce. Not only is the retailing changing but also customers’ set of values has started to change. Due to increasing awareness of environmental burden of fashion industry, customers are more concerned about ecological and ethical issues. That, alongside with general shift in attitudes, has made second-hand shopping increasingly popular. The purpose of this master’s thesis is to gain broader understanding of customer value propositions in sec

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Gonzalez, Munoz Mario, and Philip Hedström. "Predicting Customer Behavior in E-commerce using Machine Learning." Thesis, KTH, Skolan för elektroteknik och datavetenskap (EECS), 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-260269.

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E-handel har varit en snabbt växande sektor de senaste åren och förväntas fortsätta växa i samma takt under de närmsta. Detta har öppnat upp nya möjligheter för företag som försöker sälja sina produkter och tjänster, men det tvingar dem även att utnyttja dessa möjligheter för att vara konkurrenskraftiga. En intressant möjlighet som vi har valt att fokusera detta arbete på är förmågan att använda kunddata, som inte varit tillgänglig i fysiska butiker, till att identifiera mönster i kundbeteenden. Förhoppningsvis ger detta en ökad förståelse för kunderna och gör det möjligt att förutspå framtida

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Persson, Josefine, and Amelie Claesson. "Service Quality Dimensions in an Online Context : -A Perspective Comparison of Service Recovery." Thesis, Linnéuniversitetet, Ekonomihögskolan, ELNU, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-19390.

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Service quality and service recovery has been found to play a significant role in customer satisfaction and future purchase intentions. Many studies have been conducted on how to manage either the company perspective or customer perspective of these two concepts. Using the findings from five qualitative company interviews and three customer focus groups, this study addresses the purpose “to identify similarities and differences between the company and customer perspectives of service recovery in a quality system online”. The research identifies how companies in the service industry work with t

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BONOMETTI, Gianluca. "Customer relationship management e performance di marketing : modelli di previsione e caso pratico." Doctoral thesis, Università degli studi di Bergamo, 2015. http://hdl.handle.net/10446/32804.

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This work aims to analyze the impact of technology on relationships inside of the supply chain. In order to do this, the author adopts the Relationship Marketing theory by David Ballantyne. Consequently, He studies Customer Relationship Management (C.R.M.) from different point of views: Supplier, Sales Agent and Customer. A study is conducted to verify if C.R.M. can help to make predictions about performance when shifting from Distributors to direct sales. In order to do this, the stochastic method by Fader is used within a different setting such as health service, with a different metrics suc

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Johnsson, Adam, and Emil Julkunen. "Hur skapar företag en återkommande kundstock online?" Thesis, Högskolan i Borås, Institutionen Handels- och IT-högskolan, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:hb:diva-17328.

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Återkommande kunder, det är något de flesta företag på dagens marknader strävar efter. Idagens rådande situation präglas många marknader av hård konkurrens och relativt nyförsäljningskanal växer med stormsteg nämligen E-handel. Utan dyra butikshyror, derelativt små uppstartningskostnaderna och möjligheten att nå potentiella kunder världenöver är några av de faktorer som gör att fler företag finns och verkar inom E-handel. Det isin tur leder till ökad konkurrens om kunder och återkommande kunder blir vitalt för ettlönsamt företagande. Vi har studerat och försökt förstå varför en kund som handla

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De, Rose Andrea. "Progettazione e realizzazione di un Software Customer Relationship Management (CRM)." Bachelor's thesis, Alma Mater Studiorum - Università di Bologna, 2018. http://amslaurea.unibo.it/17024/.

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Sviluppo di una applicazione web in ambiente ASP.NET MVC collegata ad un database MongoDB per il Customer Relationship Management, in particolare per la gestione delle candidature per le posizioni lavorative dell'azienda forlivese Axot S.R.L. che si occupa di web developement per piccole e grandi aziende in vari settori economici. Tramite il nuovo sistema, i responsabili Human Resources possono analizzare le candidature pervenute dal sito web, organizzare colloqui ed inviare i candati ai clienti. La tesi è strutturata in analisi, progettazione, implementazione, test ed installazione del sist

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Lee, Sze Kin. "Adoption of Business to Customer (B2C) E-commerce in Macau." Thesis, University of Macau, 2005. http://umaclib3.umac.mo/record=b1636418.

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Gurbag, Ali, and Valuis Guadalupe Katherine Morales. "Increasing the efficiency of marketing e-mail in customer retention." Thesis, Högskolan i Jönköping, Internationella Handelshögskolan, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-30301.

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Technology development has changes many things in the way businesses are done nowadays. Compa-nies needed to readapt their processes to the new demands of the markets in order to be competitive in online platforms. To achieve this, companies need to focus on retaining customers. E-marketing has developed many tools for this purpose, e-mail marketing has proven to have advantages in this task; however, sometimes the outcome is not as good as expected, mainly because the content and struc-ture isn’t what customers want to see or don’t fulfill their expectations.The purpose of this study is under

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Wang, Xinghui, and Bingcheng Yan. "The customer value delivery of online marketplace : Case study of Taobao company." Thesis, Högskolan i Gävle, Avdelningen för Industriell utveckling, IT och Samhällsbyggnad, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-15068.

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Pearson, Ann M. "An Exploratory Examination of the Impact of Web Functionality across the Customer Service Life Cycle." OpenSIUC, 2009. https://opensiuc.lib.siu.edu/dissertations/282.

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Using the resource-based view (RBV) of the firm, this research examines how organizations integrate organizational resources with Web technology to implement Web functionalities to support the four stages of the Customer Service Life Cycle (CSLC). This research examines how combinations of Web functionalities impact the relative importance of the stages of the CSLC in determining customer satisfaction. The relative important of the stages of the CSLC varied depending on the product being considered for purchase (textbook, personal computer, and pair of jeans) and the gender of the online custo

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Zhou, Jianzhi, and Chanida Kasikitvorakul. "Cash-back Websites : An empirical study of factors influencing customer loyalty." Thesis, Uppsala universitet, Företagsekonomiska institutionen, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-205663.

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Customer loyalty is an important issue for the success and sustainability of an online business. Moreover, the concept of affiliate marketing online business has become well-known among online shoppers in the past several years. Nevertheless, there is little research investigating customer loyalty towards affiliate marketing websites, especially in China, where this kind of websites are known as ‘cash-back website’. Therefore, this research investigates customer loyalty towards cash-back websites (51fanli.com as the leading cash-back website) in the China market. Based on previous studies and

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Hlaváčová, Linda. "Možnosti optimalizace životního cyklu zákazníka e-shopu." Master's thesis, Vysoká škola ekonomická v Praze, 2015. http://www.nusl.cz/ntk/nusl-193163.

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If the e-shop wants to have loyal customers, they have to begin actively build the relationship with them. This master thesis discusses the methods by which can e-shop start working on building a strong customer relationship and put it in the context of modern trends in online marketing and current advanced communication technologies. Customer lifecycle optimisation which is closely related with data analysis, communication, online marketing and business process improving is not yet very known topic in the Czech Republic. It is so despite the methods aren't difficult to learn new tools or othe

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Höler, Lisa Marie, and zu Hörste Christin Meyer. "Customer data in the European fashion industry : Investigation of students’ willingnessto share customer data in the fashion e-commerce." Thesis, Högskolan i Borås, Akademin för textil, teknik och ekonomi, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:hb:diva-10195.

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The present thesis aims to investigate students’ willingness to share customer data in the fashion e-commerce. Special attention is given to the way trust, benefits and law regulations are discussed in this context. An inductive approach was applied utilizing focus group discussions. The goal of the empirical study was to gain insights in the way students argue about customer data and which feelings are involved. The study highlights findings in the key areas trust, benefits and law regulations. A shift of customer trust from brands to recommendations could be observed. In terms of benefits, f

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Johansson, Felicia, and Catrin Lindquist. "Returprocessens påverkan på relationen mellan kund och företag." Thesis, Högskolan i Borås, Akademin för textil, teknik och ekonomi, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:hb:diva-21226.

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E-handel är i nuläget ett etablerat fenomen som växer för varje år. I samband med att e-handen breder ut sig och försäljningen mellan olika länder ökar bidrar det även till en ökad returgrad. Returgraden inom e-handel är den högsta i jämförelse med övriga försäljningskanaler och är ett hot för många företags överlevnad. För att vända returen till någonting positivt kan returprocessen användas för att stärka kundlojalitet och kundvärde genom segmenterade lösningar. Syftet med rapporten är att identifiera de steg en konsument går igenom i en returprocess och om dessa aktiviteter kan skapa lojal

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Bonelli, Sebastian, and Kim Johansson. "Upprättandet av kundrelationer med minskad fysisk närvaro : En kvalitativ studie om Danske Bank." Thesis, Södertörns högskola, Institutionen för ekonomi och företagande, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:sh:diva-16947.

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Vi har gjort en kvalitativ undersökning av hur en bank på den svenska marknaden upprätthåller kundrelationer via en Internetbaserad distributionskanal. Vi har utfört en intervju med Danske Banks Head of Channels Daniel Wahlström för att insamla primärdata för att undersöka och analysera vilka faktorer som är essentiella för att upprätthålla kundrelationer vid en fysisk distansering från kund. Analys av primärdata har skett utifrån utvalda relevanta teorier och perspektiv som behandlar kundrelationer, tjänstekvalitet, kundlojalitet, kundupplevt värde, e-lojalitet samt Customer Relationship Mana

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Müller, Ulrich. "Kundenbindung im E-Commerce : Personalisierung als Instrument des Customer-relationship-Marketing /." Wiesbaden : Dt. Univ.-Verl, 2005. http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&doc_number=013093059&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA.

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Dan, Tong Le, and Tong Le Dan. "Assess Customer Satisfaction With E-customs Procedures." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/37720454130066388845.

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Thuy, Nguyen Thi, and Nguyen Thi Thuy. "Assessment of Customer Satisfaction with e-Customs Procedure in Investment Customs Branch - HCMC." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/99620851151493292398.

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碩士<br>義守大學<br>管理學院管理碩博士班<br>101<br>The purpose of this subject is to measure the Satisfaction of foreign investment Enterprises in the Investment Customs Branch - in the area of Ho Chi Minh Customs Department. On that basis, a number of measures is recommended to help the Customs to further improve the quality of electronic customs procedure (called e-customs) in order to improve the satisfaction of investment enterprises and promote exportation and importation business of foreign investment enterprises. The recommended research model was built on the basis of the theory of electronic customs

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Yeh, Hua-Jung, and 葉華容. "A Study of Customer Relationship, Service Quality, and Customr Loyalty ─ e-Shopping." Thesis, 2001. http://ndltd.ncl.edu.tw/handle/07935687294690129017.

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碩士<br>東吳大學<br>企業管理學系<br>89<br>The concepts of customer relationship management（CRM） and customer loyalty（CL） have become the major themes in today’s marketing.In PZB’s opinion, service process quality（SPQ） is very important in building customer loyalty. On the other side, customer relationship（CR） is central to promoting service process quality.Therefore, the purpose of this study is to probe the relationship between customer relationship, service process quality, service quality， and customer loyalty. The findings are as follows: 1.CR can be categorized into three dimension: famili

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Ngoc, Hoang Duc, and 黃德玉. "The Effect of Factors on Customer Satisfaction in E-Customs Procedures at the Ho Chi Minh City Customs Department, Vietnam." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/57824156062015568863.

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碩士<br>美和科技大學<br>企業管理系經營管理碩士班<br>102<br>The Ministry of Finance and General Department of Vietnam Customs have expanded electronic customs procedures at the local and Bureau of Customs in order to step up toward professional activities in accordance with norms of modern customs in the region and over the world. It is essential to deal with two questions: “What are the effect of factors on customs satisfaction in the service quality of E-Customs procedures and how to improve the quality of E-Customs procedures, accelerate the reform of administrative procedures”. The electronic customs project i

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Hsu, Chen-Lin, and 徐榛璘. "The Impact of E-Customer Value and E-Customer Satisfaction on E-Customer Loyalty." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/44866817296730231789.

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碩士<br>淡江大學<br>國際貿易學系國際企業學碩士班<br>96<br>Over these years, more and more people are trying to purchase what they want through the Internet. According to the researches from MIC, the market of electronic commerce, especially in online shopping, is now growing up with a stunning speed. The research use 18-item measure, SPSS and LISREL, that can be used to assess the e-customer value, satisfaction, and loyalty in online shopping environment. Two value dimensions emerged that were termed functional and emotional. There are two findings from this research: (1)In Taiwan online shopping market,

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Siswanto, Enrico, and 林永順. "Increasing the customer loyalty in e-commerce by using gamification strategy: case study for Indonesia customers." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/8c4465.

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碩士<br>中國文化大學<br>全球商務碩士學位學程碩士班<br>103<br>E-commerce is still has potential market especially in Asia-Pacific. As the emerging market, Asia-Pacific is becoming the largest in E-commerce market because their large populations become first time online buyers. Indonesia took the second highest B2C E-commerce growth in the world. It caused a tough competition between local and international e-commerce companies and to keep customers loyalty become a challenge for the e-commerce industries in Indonesia. The purpose of this study is to find out the relation between application of gamification strategy

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Lin, Shih-Ya, and 林詩雅. "A Study of E-Service Quality, Customer Relationship, For Customer Satisfaction And Customer Loyalty On E-Banking." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/03907935739222383983.

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碩士<br>銘傳大學<br>國際企業學系碩士在職專班<br>101<br>A Study of E-Service Quality, Customer Relationship, For Customer Satisfaction And Customer Loyalty On E-Banking Student：Shih-Ya Lin Advisor：Dr. Lu-Jui Chen ABSTRACT The internet business applications had been getting more popular and become commonly accepted by the general public. Banks have also adopted the online business model and started offering banking services online, aiming to satisfy the demands of the busy, always-on-the-go lifestyle of the modern people by saving their time. This study focuses on the online banking customer expe

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