**Author details**

Titus Okeke Nnamdi Azikiwe University, Awka, Nigeria

\*Address all correspondence to: tc.okeke@gmail.com

© 2019 The Author(s). Licensee IntechOpen. This chapter is distributed under the terms of the Creative Commons Attribution License (http://creativecommons.org/licenses/ by/3.0), which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.

**51**

2012

*Customer Satisfaction with Online Retail Transactions DOI: http://dx.doi.org/10.5772/intechopen.89181*

> of Management and International Business Studies. 2018;**8**(1):11-22

[10] Al- Msallam S. The relationship between customer satisfaction and customer loyalty in the banking sector in Syra. Journal of Marketing and Consumer Research. 2015;**7**:27-34

[11] Khadka K, Maharjan S. Customer satisfaction and consumer loyalty [business management thesis]. Pietarsaari: Centria University of

[12] Okeke TC, Ezeh GA, Nnedum OAU.

Service quality dimensions and customer satisfaction with online services of Nigerian banks. Journal of Internet Banking and Commerce. 2015;**20**:116. DOI: 10.4172/2165-7866.1000117

[13] Gunning JG. Models of customer satisfaction and service quality as research instruments in construction management. In: Akintoye A, editor. 16th Annual ARCOM Conference, 6-8 September 2000. Vol. 1. Glasgow Caledonian University, Association of Researchers in Construction Management. UK: ARCOM;

[14] Anderson RE. What is Customer Satisfaction and Why is it Important?

[15] Barsky JD. Customer satisfaction in the hotel industry meaning and measurement. Hospitality Research

[16] Barsky JD, Labagh R. A strategy for customer satisfaction. The Cornell Hotel and Restaurant Administration

[17] Pizam A, Milman A. Predicting satisfaction among first-time

2010. Retrieved from: https:// EzineArticles.com/expert/Rose-Elsa

Applied Sciences; 2017

2000. pp. 21-30

Anderson/725116

Journal. 1992;**16**:51-73

Quarterly. 1992;**10**:32-40

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Rachel Fleming/805438

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[6] Evans MB. Customer satisfactionwhy it is important and how to improve it. 2009. Retrieved from: https://EzineArticles.com/expert/

[7] Safi FOD. The relationship between customer satisfaction and customer loyalty: Emotional brand image as a moderating variable-an applied study on (Airtel) for telecom services in India. International Journal of Scientific and Research Publications. 2017;**7**(6):64-71

[8] Bae YH. Three essays on customer satisfaction customer loyalty association [doctoral thesis]. University of Iowa;

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*Customer Satisfaction with Online Retail Transactions DOI: http://dx.doi.org/10.5772/intechopen.89181*

## **References**

*Customer Relationship Management and IT*

and increasing customer satisfaction.

mining. IT tools and methods are veritable instruments in achieving robust and comprehensive CRM especially in the twenty-first century where customers generate enormous data that are essential to decision making. CRM software enables organizations to handle and coordinate their service-related inbound and outbound communications across all channels. This can enhance effectiveness and efficiency through service cost reductions, improvement service quality, lifting productivity,

**50**

**Author details**

Nnamdi Azikiwe University, Awka, Nigeria

provided the original work is properly cited.

\*Address all correspondence to: tc.okeke@gmail.com

© 2019 The Author(s). Licensee IntechOpen. This chapter is distributed under the terms of the Creative Commons Attribution License (http://creativecommons.org/licenses/ by/3.0), which permits unrestricted use, distribution, and reproduction in any medium,

Titus Okeke

[1] Oluwanisola S. Customer Satisfaction. 2009. Retrieved from: https:EzineArticles.expert/ oluwanisola-seun/352487

[2] Kumar V, Arif T, Singh S. Role of ICT in driving e-commerce business in developing countries. In: National Conference on Recent Innovations & Advancements in Information Technology. 2014

[3] Srivastava N, Singh S. E-business: Scope and challenges in India. International Journal of Business and Management Invention. 2013;**2**(8):1-8

[4] Paola TP. Customer satisfaction: Modelling for mobile data services [MSc thesis]. Department of Management Technology, The Delft University of Technology; 2013

[5] Fleming E. How to Maintain Customer Satisfaction. 2010. Retrieved from: https://EzineArticles.com/expert/ Rachel Fleming/805438

[6] Evans MB. Customer satisfactionwhy it is important and how to improve it. 2009. Retrieved from: https://EzineArticles.com/expert/ melisa-B-Evans/320458

[7] Safi FOD. The relationship between customer satisfaction and customer loyalty: Emotional brand image as a moderating variable-an applied study on (Airtel) for telecom services in India. International Journal of Scientific and Research Publications. 2017;**7**(6):64-71

[8] Bae YH. Three essays on customer satisfaction customer loyalty association [doctoral thesis]. University of Iowa; 2012

[9] Kumar VS. The relationship between customer satisfaction and customer loyalty in the commercial vehicle industry in India. International Journal

of Management and International Business Studies. 2018;**8**(1):11-22

[10] Al- Msallam S. The relationship between customer satisfaction and customer loyalty in the banking sector in Syra. Journal of Marketing and Consumer Research. 2015;**7**:27-34

[11] Khadka K, Maharjan S. Customer satisfaction and consumer loyalty [business management thesis]. Pietarsaari: Centria University of Applied Sciences; 2017

[12] Okeke TC, Ezeh GA, Nnedum OAU. Service quality dimensions and customer satisfaction with online services of Nigerian banks. Journal of Internet Banking and Commerce. 2015;**20**:116. DOI: 10.4172/2165-7866.1000117

[13] Gunning JG. Models of customer satisfaction and service quality as research instruments in construction management. In: Akintoye A, editor. 16th Annual ARCOM Conference, 6-8 September 2000. Vol. 1. Glasgow Caledonian University, Association of Researchers in Construction Management. UK: ARCOM; 2000. pp. 21-30

[14] Anderson RE. What is Customer Satisfaction and Why is it Important? 2010. Retrieved from: https:// EzineArticles.com/expert/Rose-Elsa Anderson/725116

[15] Barsky JD. Customer satisfaction in the hotel industry meaning and measurement. Hospitality Research Journal. 1992;**16**:51-73

[16] Barsky JD, Labagh R. A strategy for customer satisfaction. The Cornell Hotel and Restaurant Administration Quarterly. 1992;**10**:32-40

[17] Pizam A, Milman A. Predicting satisfaction among first-time

visitors to a destination by using the disconfirmation of expectation theory. International Journal of Hospitality Management. 1993;**12**:197-209

[18] Tribe J, Snath T. From SERVQUAL to HOLSAT: Holiday satisfaction in Varadero, Cuba. Tourism Management. 1998;**19**:125-134

[19] Weber K. Assessment of tourist satisfaction, using the disconfirmation of expectations theory. A study of the German travel market in Australia. Pacific Tourism Review. 1997;**1**:35-45

[20] Bearden WO, Teel EJ. Selected determinates of consumer satisfaction and complaint report. Journal of Marketing Research. 1983;**20**:21-28

[21] Cardotte ER, Woodruff RB, Jenjins RJ. Expectations and norms in models of consumer satisfaction. Journal of Marketing Research. 1987;**24**:305-314

[22] Swan JE, Martin S. Testing the comparison level is a predictive expectation model of satisfaction. In: Kenth B, editor. Advances in Consumer Research. Ann Arbor: MI Association of Consumer Research; 1981. pp. 77-82

[23] Oliver RL, Swan EJ. Consumer perceptions of interpersonal equity and satisfaction in transactions. A field survey approach. Journal of Marketing. 1989;**53**:21-35

[24] Oliver RL, Desarbo WS. Response determinant in satisfaction judgment. Journal of Consumer Research. 1988;**14**:495-507

[25] Poele W. The rational expectation in the macro model. Brookings Papers on Economic Activity. 1976;**2**:463-514

[26] Grossman SJ. An introduction to the theory of rational expectations under asymmetric information. Review of Economic Studies. 1981;**48**:541-559

[27] Tardi C. Rational Expectation Theory. 2019. Retrieved from: https:// www.investopedia.com/terms/r/ rationaltheoryofexpecations.asp

[28] Weiner B, Frieze I, Kukla A, Reed L. Perceiving the Causes, Success, and Failure. Morristown, New Jersey: General Learning Press; 1971

[29] Yuksel A, Yulsel F. Customer Satisfaction Theories: A Critical Review. In Tourist Satisfaction and Complaining Behavior: Measurement, and Management Issues in the Tourism and Hospitality Industry. New York: Nova Science Publishers; 2008

[30] Thibaut JW, Kelly KH. The Social Psychology of Groups. New York: John Wiley & Sons Inc.; 1959

[31] Hovland CI, Harvey OJ, Sherif M. Assimilations and contrast effects in reaction to communication and attitude change. Journal of Abnormal and Social Psychology. 1957;**55**(7):244-252

[32] Prasad SS. Kano Model of Customer Satisfaction and its Importance. International School of Management Excellence Blog. 2019. Retrieved from: https://www.isme.in/kano-madelof-customer-satisfaction-and-itsimprtance.html

[33] Baki B, Basfirinci CS, Cilingir Z, Murat AR. An application of integrating SERVQUAL and Kano's model into QFD for logistics services: A case study from Turkey. Asia Pacific Journal of Marketing and Logistics. 2009;**21**(1):106-126

[34] Chen M, Chang K, Hsu C, Yang I. Understanding the relationship between service convenience and customer satisfaction in home delivery by Kano model. Asia Pacific Journal of Marketing and Logistics. 2010;**23**(3):386-410. DOI: 10.1108/13555851111143277

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*Customer Satisfaction with Online Retail Transactions DOI: http://dx.doi.org/10.5772/intechopen.89181*

from: https://EzineArticles.com/expert/

[45] Internet World Stats. Africa Internet Usage and Population Stats [Online]. 2019. http://www.internetworldstats. com/europa.html.uk [Accessed: 27 July

[46] Rosenberg A. Adapt to Nigeria's Changing Business Environment. Frontier Strategy Consulting Group. Lagos, Nigeria. Online Document; 2013. Available from: https://www.

[47] United Nations. E-Government Survey. New York: Department of Economic and Social Affairs, United Nations; 2018. Online Edition.

Publicadministration.un.org. [Accessed

[48] Buttle F. Customer Relationship

Management: Concepts and Technologies. Oxford, UK: Elsevier

howwemadeitinafrica.com

28 July 2019]

Limited; 2009

[44] Central Bank of Nigeria (CBN). Guidelines on Electronic Banking in Nigeria August. Abuja, Nigeria: CBN Publications; 2003. Accessed from:

Kiran-Bisht/2139376

www.cenbankng.com.

2019]

Customer Engagement. 2012. Retrieved from: https://EzineArticles.com/

[36] Feather K. Defining Customer Engagement. 2011. Retrieved from: https://EzineArticles.com/expert/

[37] McLean G. Examining the

[38] Ibrahim NF, Wang X,

[39] Hepola J, Karjaluoto H,

[40] Dessart L, Veloutsou C,

2015;**24**(1):28-42

Education Limited; 2016

2017;**45**(3):294-311

in online brand communities: A social media perspective. Journal of Product and Brand Management.

[41] Kotler P, Keller KL. Marketing Management. 15th ed. Essex: Pearson

[42] Pansari A, Kumar V. Customer engagement: The construct,

antecedents, and consequences. Journal of the Academy of Marketing Science.

[43] Bisht K. The Rise of Technology in Customer Engagement. 2015. Retrieved

Morgan-Thomas A. Consumer engagement

Shaikh AA. Consumer engagements and behavioural intentions towards the continuous use of innovative mobile banking applications, case study of Finland. In: International Conference on Information Systems (ICIS-2016), Dublin, Ireland, December, 11-14, 2016

2017;**72**:321-338

Bourne H. Exploring the effect of user engagement in online brand communities: Evidence from twitter. Computers in Human Behaviour. Bristol-UK: Research and Enterprise Development, University of Bristol;

determinants and outcomes of mobile app engagement, a longitudinal perspective. Computers in Human Behaviour. 2018;**84**:392-403

[35] Brarret A. Understanding

expert/A-Barret/1422815

Kate-Feathers/338455

*Customer Satisfaction with Online Retail Transactions DOI: http://dx.doi.org/10.5772/intechopen.89181*

[35] Brarret A. Understanding Customer Engagement. 2012. Retrieved from: https://EzineArticles.com/ expert/A-Barret/1422815

*Customer Relationship Management and IT*

visitors to a destination by using the disconfirmation of expectation theory. International Journal of Hospitality Management. 1993;**12**:197-209

[27] Tardi C. Rational Expectation Theory. 2019. Retrieved from: https:// www.investopedia.com/terms/r/ rationaltheoryofexpecations.asp

[28] Weiner B, Frieze I, Kukla A, Reed L. Perceiving the Causes, Success, and Failure. Morristown, New Jersey:

[29] Yuksel A, Yulsel F. Customer Satisfaction Theories: A Critical Review. In Tourist Satisfaction and Complaining Behavior: Measurement, and Management Issues in the Tourism and Hospitality Industry. New York: Nova Science Publishers; 2008

[30] Thibaut JW, Kelly KH. The Social Psychology of Groups. New York: John

Sherif M. Assimilations and contrast effects in reaction to communication and attitude change. Journal of Abnormal and Social Psychology.

[32] Prasad SS. Kano Model of Customer

Satisfaction and its Importance. International School of Management Excellence Blog. 2019. Retrieved from: https://www.isme.in/kano-madelof-customer-satisfaction-and-its-

[33] Baki B, Basfirinci CS, Cilingir Z, Murat AR. An application of integrating SERVQUAL and Kano's model into QFD for logistics services: A case study from Turkey. Asia Pacific Journal of Marketing and Logistics.

Wiley & Sons Inc.; 1959

1957;**55**(7):244-252

imprtance.html

2009;**21**(1):106-126

[34] Chen M, Chang K, Hsu C, Yang I. Understanding the relationship between service convenience and customer satisfaction in home delivery by Kano model. Asia Pacific Journal of Marketing and Logistics. 2010;**23**(3):386-410. DOI: 10.1108/13555851111143277

[31] Hovland CI, Harvey OJ,

General Learning Press; 1971

[18] Tribe J, Snath T. From SERVQUAL to HOLSAT: Holiday satisfaction in Varadero, Cuba. Tourism Management.

[19] Weber K. Assessment of tourist satisfaction, using the disconfirmation of expectations theory. A study of the German travel market in Australia. Pacific Tourism Review. 1997;**1**:35-45

[20] Bearden WO, Teel EJ. Selected determinates of consumer satisfaction and complaint report. Journal of Marketing Research. 1983;**20**:21-28

[21] Cardotte ER, Woodruff RB, Jenjins RJ. Expectations and norms in models of consumer satisfaction. Journal of Marketing Research.

[22] Swan JE, Martin S. Testing the comparison level is a predictive expectation model of satisfaction. In: Kenth B, editor. Advances in Consumer Research. Ann Arbor: MI Association of Consumer Research; 1981. pp. 77-82

[23] Oliver RL, Swan EJ. Consumer perceptions of interpersonal equity and satisfaction in transactions. A field survey approach. Journal of Marketing.

[24] Oliver RL, Desarbo WS. Response determinant in satisfaction judgment. Journal of Consumer Research.

[25] Poele W. The rational expectation in the macro model. Brookings Papers on Economic Activity. 1976;**2**:463-514

[26] Grossman SJ. An introduction to the theory of rational expectations under asymmetric information. Review of Economic Studies. 1981;**48**:541-559

1998;**19**:125-134

1987;**24**:305-314

1989;**53**:21-35

1988;**14**:495-507

**52**

[36] Feather K. Defining Customer Engagement. 2011. Retrieved from: https://EzineArticles.com/expert/ Kate-Feathers/338455

[37] McLean G. Examining the determinants and outcomes of mobile app engagement, a longitudinal perspective. Computers in Human Behaviour. 2018;**84**:392-403

[38] Ibrahim NF, Wang X, Bourne H. Exploring the effect of user engagement in online brand communities: Evidence from twitter. Computers in Human Behaviour. Bristol-UK: Research and Enterprise Development, University of Bristol; 2017;**72**:321-338

[39] Hepola J, Karjaluoto H, Shaikh AA. Consumer engagements and behavioural intentions towards the continuous use of innovative mobile banking applications, case study of Finland. In: International Conference on Information Systems (ICIS-2016), Dublin, Ireland, December, 11-14, 2016

[40] Dessart L, Veloutsou C, Morgan-Thomas A. Consumer engagement in online brand communities: A social media perspective. Journal of Product and Brand Management. 2015;**24**(1):28-42

[41] Kotler P, Keller KL. Marketing Management. 15th ed. Essex: Pearson Education Limited; 2016

[42] Pansari A, Kumar V. Customer engagement: The construct, antecedents, and consequences. Journal of the Academy of Marketing Science. 2017;**45**(3):294-311

[43] Bisht K. The Rise of Technology in Customer Engagement. 2015. Retrieved from: https://EzineArticles.com/expert/ Kiran-Bisht/2139376

[44] Central Bank of Nigeria (CBN). Guidelines on Electronic Banking in Nigeria August. Abuja, Nigeria: CBN Publications; 2003. Accessed from: www.cenbankng.com.

[45] Internet World Stats. Africa Internet Usage and Population Stats [Online]. 2019. http://www.internetworldstats. com/europa.html.uk [Accessed: 27 July 2019]

[46] Rosenberg A. Adapt to Nigeria's Changing Business Environment. Frontier Strategy Consulting Group. Lagos, Nigeria. Online Document; 2013. Available from: https://www. howwemadeitinafrica.com

[47] United Nations. E-Government Survey. New York: Department of Economic and Social Affairs, United Nations; 2018. Online Edition. Publicadministration.un.org. [Accessed 28 July 2019]

[48] Buttle F. Customer Relationship Management: Concepts and Technologies. Oxford, UK: Elsevier Limited; 2009

**Chapter 4**

**Abstract**

solution, system

**1. Introduction**

**55**

Qualitative Analysis of Different

*Christoph Weiss, Johannes Keckeis and Manfred Kofler*

**Keywords:** analyze, business management, CRM, customer relationship management, criteria, decision, evaluation, evaluation models, normalize, market information, model, negotiation, project, requirements, selection,

Customer relationship management (CRM) systems help companies to manage their business processes. Specially for sales, campaigns, contact management, etc. The simpler and more efficient the business processes are executed, the more profitable these companies can be. Therefore, the process of selecting and evaluating a CRM system is an important success factor for each company in every industry and in every company size. The qualitative analysis of CRM evaluation models examines the necessary phases and activities for selecting a new CRM system. It is important to go through the relevant phases in the selection in order to be able to

A customer relationship management (CRM) system is a business management software [1]. CRM software solutions usually include relevant modules for managing and executing business processes in a company such as operational CRM processes (marketing processes, sales processes, or service processes), analytical CRM processes (target group analysis, cross-selling analysis, or customer risk analysis), comprehensive processes (customer value analysis, customer segmentation, or customer characterization), or strategic processes (strategic analysis, strategic conception, or strategic controlling) [2]. A CRM system helps various parts of sales and marketing departments of an organization to organize and share data and knowledge, reduce costs, and improve the management of their business processes [3]. Various architectures of CRM systems exist on the market: proprietary CRM systems, modules as a part of ERP systems, and original equipment manufacturer (OEM) systems in enterprise system landscapes. CRM vendors and implementation partners offer similar bundles of functionalities in their software-products: a set of application modules that fit together. Each module includes a variety of functions [3]. There are different approaches for evaluating and implementing a CRM system. Thus, software evaluation is not a simple technical activity; it is a decision process including subjectivity and uncertainty with no possibility of arbitrary reduction [4]. As listed in the Appendix, several authors developed evaluation models with different methods between 1998 and 2017. These models are structured in different

CRM Evaluation Models

make a decision in a structured manner.

phase sequences and are used as a base for this paper.

#### **Chapter 4**
