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Enhancing CRM Effectiveness in Egypt's Online Shopping Sector

Nermine Elessawi & Marwa M. Abd Elghany

International Journal of e-Business Research2025https://doi.org/10.4018/ijebr.390261article
AJG 1
Weight
0.50

What the paper says

This investigation addressed the different effects of consumer behaviour on the effectiveness of CRM and the mediating role of customer response capabilities and user satisfaction. The study adopted a positivism and deductive approach and a quantitative research design. To ensure availability and enhance response rates, the questionnaire was administered electronically through popular websites. Nine hundred twenty questionnaires were sent out, of which 812 were retrieved. After data validation, 640 questionnaires were found to be valid for analysis, making available a robust and reliable dataset for hypothesis testing using Structural Equation Modelling (SEM). The study revealed that the relationship between consumer behaviour dimensions (participation in firm activities – perceived value – e-WOM – consumer awareness – trust) and customer response capabilities was fully supported. The study also found that the association between consumer behaviour and user satisfaction was fully supported.

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https://doi.org/https://doi.org/10.4018/ijebr.390261

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@article{nermine2025,
  title        = {{Enhancing CRM Effectiveness in Egypt's Online Shopping Sector}},
  author       = {Nermine Elessawi & Marwa M. Abd Elghany},
  journal      = {International Journal of e-Business Research},
  year         = {2025},
  doi          = {https://doi.org/https://doi.org/10.4018/ijebr.390261},
}

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Enhancing CRM Effectiveness in Egypt's Online Shopping Sector

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Evidence weight

0.50

Balanced mode · F 0.40 / M 0.15 / V 0.05 / R 0.40

F · citation impact0.50 × 0.4 = 0.20
M · momentum0.50 × 0.15 = 0.07
V · venue signal0.50 × 0.05 = 0.03
R · text relevance †0.50 × 0.4 = 0.20

† Text relevance is estimated at 0.50 on the detail page — for your query’s actual relevance score, open this paper from a search result.