Impact of e-Customer Relationship Management Performance of Mobile Services

Added on - 17 Mar 2021

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1|P a g eDissertation ProposalResearch Topic: Impact of e-Customer Relationship Management Performance ofMobile Services in UKStudent’s ID:Student’s Name:
2|P a g eTable of ContentsIntroduction......................................................................................................................................3Research Title..............................................................................................................................3Research Aim...............................................................................................................................3Research Objectives.....................................................................................................................3Research Questions......................................................................................................................3Background......................................................................................................................................4Literature Review............................................................................................................................6Customer Relationship Management (CRM)..............................................................................6Electronic Customer Relationship Management (E-CRM).........................................................7Customer Factors.........................................................................................................................7Methodology....................................................................................................................................9Research Population and Sample Size.......................................................................................10Data Collection Method and Instrument....................................................................................10Non Response Rate....................................................................................................................10Ethical Considerations...............................................................................................................10Timescale.......................................................................................................................................12References......................................................................................................................................13
3|P a g eIntroductionResearch TitleImpact of e-customer relationship management performance of mobile services in UK.Research AimThe research aims to investigate the impact of e-customer relation management on the loyaltyand changing mind-set of the customers.Research ObjectivesIn order to fulfil the aim of this study, the subsequent objectives are pursued:To analyse how many types of mobile services are given by telecom companies to hold astrong customer relation through e-CRM in UKInvestigate how well are the customers satisfied from mobile services in UKUnderstand and evaluate customer feedback regarding the quality of service that isprovided in UKResearch QuestionsIn order to attain the said objectives, this analysis should answer the subsequent questions:How many types of mobiles services are provided in UK and which is the main type ofservice?In UK how effective is the feature of e-CRM in regards to the customer perception forservice quality?Evaluate is there any relation with customer satisfaction and the quality of the serviceprovided?
4|P a g eBackgroundCustomers have been exceedingly tough in current fast moving telecommunication market, andmany experienced people demand the most focus. Researchers found that when customers arenot pleased, customers switch the vendors, which certainly have detrimental effects on customerloyalty (Blomqvist, 2004). Therefore, businesses turn their attention to the consumer in order tosatisfy and maintain them, hence the growing imports. Therefore, businesses turn their attentionto the customer in order to satisfy and maintain them, thus the increasing significance ofcustomer relationship management (CRM) (Buttle, 2015). During this intensified competitiveglobal environment, as CRM has become a major obstacle for many organizations, many expertshave tried to suggest the most precise description of the construct that can be accomplished.Thus, techniques and explanations vary from one individual to another (Schierholz, 2007).Companies in information technologies (IT) are inclined to clarify CRM as the systemimplementations that modify enterprise promotion, trade and repair functions. According to Peel(2002) injury triggered by a disgruntled customer is exponentially dilated. Square discontentedconsumers calculate a lot of definitely defecting to competitors and a lot of undoubtedly winningover others to change service providers (Blomqvist, 2004). Present era, it is not shocking thatcustomer experience management within the instruction and company arena will be an importanttopic for debate. In Jordan, the telecommunications industry has proved to be one of the mostprosperous and competitive industries and has grown greatly in the past few years (Fjermestad,2016). Recently,UK has seen the economic reform of the established telecom sector and a hugeincrease of the smartphone market. This development has resulted in considerable advantages tothe public, not only in the provision and in efficiency of resources but also in the scope ofoptions available to the subscriber (Blomqvist, 2004). The position of the TRCTelecommunications Regulatory Commission in this extension, and its continuing future role,will continue to concentrate on developing and sustaining an atmosphere that promotes renewedinvestment, fosters innovation, and provides meaningful benefits to consumers due to increasedlevels of competitiveness in the United Kingdom (Buttle, 2015). As an example, over the lastfew years, the entire market value of the telecommunications trade has boomed remarkably. Incomparison, the entire industry cap in 2004 hit US$ 192,691,509, reflecting a growth rate of fiftyrelative to 2003 (Fjermestad, 2016). In the business world, mobile trade has one of the foremost
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