Paper Title :An Empirical Study of the Relationship among Customer-Oriented Process, E-Commerce Applications, and Business Performance

Author :Chao-Hsiung Lee

Article Citation :Chao-Hsiung Lee , (2018 ) " An Empirical Study of the Relationship among Customer-Oriented Process, E-Commerce Applications, and Business Performance " , International Journal of Management and Applied Science (IJMAS) , pp. 33-39, Volume-4,Issue-10

Abstract : In this study, the author investigated the business performance (financial performance) by examining the factors of “customer-oriented Process,” “E-Commerce applications,” “customer satisfaction,” and “business internal performance (non-financial performance)” from the business process survey. It indicates that the customer satisfaction and business internal performance (non-financial performance) could be improved by the way of E-commerce applications, operational processes, and customer-know-ledge processes. Besides, it is evidenced that the business performance (financial performance) could be improved by customer satisfaction and business internal performance. Keywords - Customer Relationship Management (CRM), E-Commerce, Customer Satisfaction

Type : Research paper

Published : Volume-4,Issue-10

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