The Impact of Electronic Customer Relationship Management (ECRM) on Customer Satisfaction and Return on Sport Sites and Social Networks
Poster Presentation
Paper ID : 1742-12THCONG
Oral / Poster Presentation File: 1742-12THCONG.JPG
Authors
1مدیریت ورزشی,دانشکده علوم ورزشی، دانشگاه فردوسی مشهد، ایران
2مدیریت ورزشی، دانشکده علوم ورزشی، دانشگاه فردوسی مشهد، ایران
3مدیریت ورزشی، گروه تربیت بدنی، دانشگاه آزاد اسلامی واحد تفت، ایران
Abstract
The Impact of Electronic Customer Relationship Management (ECRM) on Customer Satisfaction and Return on Sport Sites and Social Networks
Abstract
Purpose: The purpose of this study was to investigate the impact of Electronic Customer Relationship Management (ECRM) on customer satisfaction and return on sports social networking sites and social networks, which type of this study is, descriptive and analytical purpose. The statistical population of this study consisted of all the fans of the Padideh Shandiz Club. In this study, 384 people were selected as the sample from all the fans of Padidah Sport Club. Sampling was done at random. In this way, fans of the club site, Instagram, telegram and WhatsApp were selected and the questionnaire was distributed among the sample members.
Results: The research showed that ECRM has a positive and direct effect on customer satisfaction and return on sports social networking sites.
Conclusion: ECRM is not only a competitive advantage but also a necessity, so sports organizations should take advantage of the potential of ECRM in order to maximize their retention and attraction. Therefore, it is necessary for sports clubs to reach out to their fans as much as possible using the latest communication technologies. The way ECRM operates should focus on how the community can access new communications. Mobile Phones Today is the main interface of ECRM with customers. Thus, designing customized applications tailored to the needs of the customer that is linked to the club's data centers can provide the club with information on the customers' habits and preferences so that the club can maximize fan economic involvement in all sectors with a coherent marketing plan.
Abstract
Purpose: The purpose of this study was to investigate the impact of Electronic Customer Relationship Management (ECRM) on customer satisfaction and return on sports social networking sites and social networks, which type of this study is, descriptive and analytical purpose. The statistical population of this study consisted of all the fans of the Padideh Shandiz Club. In this study, 384 people were selected as the sample from all the fans of Padidah Sport Club. Sampling was done at random. In this way, fans of the club site, Instagram, telegram and WhatsApp were selected and the questionnaire was distributed among the sample members.
Results: The research showed that ECRM has a positive and direct effect on customer satisfaction and return on sports social networking sites.
Conclusion: ECRM is not only a competitive advantage but also a necessity, so sports organizations should take advantage of the potential of ECRM in order to maximize their retention and attraction. Therefore, it is necessary for sports clubs to reach out to their fans as much as possible using the latest communication technologies. The way ECRM operates should focus on how the community can access new communications. Mobile Phones Today is the main interface of ECRM with customers. Thus, designing customized applications tailored to the needs of the customer that is linked to the club's data centers can provide the club with information on the customers' habits and preferences so that the club can maximize fan economic involvement in all sectors with a coherent marketing plan.
Keywords
Keywords: Electronic Customer Relationship Management; Satisfaction; Customer Returns; Sports Sites and Social Networks
Subjects