The impact of customer relationship management strategies on customer satisfaction under e-commerce platforms
This Dissertation examines the influence of various CRM strategies on customer satisfaction in the context of China's cross-border e-commerce platforms. The research employs a mixed-methods approach, including a questionnaire survey and advanced ordered logistic regression modeling. The study a...
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| Format: | Dissertation (University of Nottingham only) |
| Language: | English |
| Published: |
2024
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| Online Access: | https://eprints.nottingham.ac.uk/77762/ |
| _version_ | 1848801024260702208 |
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| author | Ding, Duo |
| author_facet | Ding, Duo |
| author_sort | Ding, Duo |
| building | Nottingham Research Data Repository |
| collection | Online Access |
| description | This Dissertation examines the influence of various CRM strategies on customer satisfaction in the context of China's cross-border e-commerce platforms. The research employs a mixed-methods approach, including a questionnaire survey and advanced ordered logistic regression modeling. The study aims to identify key factors contributing to improved customer satisfaction by comparing the effectiveness of different CRM strategies from the user's perspective. The analysis considers various factors such as trust, loyalty, personalized recommendations, efficient customer service, and problem resolution. The findings provide insights for platform managers and policymakers on enhancing customer satisfaction, contributing to the discourse on cross-border e-commerce platforms and their role in global trade. |
| first_indexed | 2025-11-14T21:00:52Z |
| format | Dissertation (University of Nottingham only) |
| id | nottingham-77762 |
| institution | University of Nottingham Malaysia Campus |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T21:00:52Z |
| publishDate | 2024 |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | nottingham-777622024-08-02T08:35:39Z https://eprints.nottingham.ac.uk/77762/ The impact of customer relationship management strategies on customer satisfaction under e-commerce platforms Ding, Duo This Dissertation examines the influence of various CRM strategies on customer satisfaction in the context of China's cross-border e-commerce platforms. The research employs a mixed-methods approach, including a questionnaire survey and advanced ordered logistic regression modeling. The study aims to identify key factors contributing to improved customer satisfaction by comparing the effectiveness of different CRM strategies from the user's perspective. The analysis considers various factors such as trust, loyalty, personalized recommendations, efficient customer service, and problem resolution. The findings provide insights for platform managers and policymakers on enhancing customer satisfaction, contributing to the discourse on cross-border e-commerce platforms and their role in global trade. 2024-07-28 Dissertation (University of Nottingham only) NonPeerReviewed application/pdf en https://eprints.nottingham.ac.uk/77762/1/THE%20IMPACT%20OF%20CUSTOMER%20RELATIONSHIP%20MANAGEMENT%20STRATEGIES%20ON%20CUSTOMER%20SATISFACTION%20UNDER%20E-COMMERCE%20PLATFORMS-DING%20DUO.pdf Ding, Duo (2024) The impact of customer relationship management strategies on customer satisfaction under e-commerce platforms. [Dissertation (University of Nottingham only)] customer relationship customer satisfaction e-commerce platforms |
| spellingShingle | customer relationship customer satisfaction e-commerce platforms Ding, Duo The impact of customer relationship management strategies on customer satisfaction under e-commerce platforms |
| title | The impact of customer relationship management strategies on customer satisfaction under e-commerce platforms |
| title_full | The impact of customer relationship management strategies on customer satisfaction under e-commerce platforms |
| title_fullStr | The impact of customer relationship management strategies on customer satisfaction under e-commerce platforms |
| title_full_unstemmed | The impact of customer relationship management strategies on customer satisfaction under e-commerce platforms |
| title_short | The impact of customer relationship management strategies on customer satisfaction under e-commerce platforms |
| title_sort | impact of customer relationship management strategies on customer satisfaction under e-commerce platforms |
| topic | customer relationship customer satisfaction e-commerce platforms |
| url | https://eprints.nottingham.ac.uk/77762/ |