Evidence map›Paper›PMID 38034804›Full record

ArticleHeliyon2023

The nexus between quality of customer relationship management systems and customers' satisfaction: Evidence from online customers' reviews.

Mehrbakhsh Nilashi, Rabab Ali Abumalloh, Hossein Ahmadi, Sarminah Samad, Mesfer Alrizq, Hamad Abosaq, Abdullah Alghamdi

Expression of concernAbstract read
PubMed Full text at PMC Publisher
In one paragraph

Article in Heliyon, 2023. The graph could read no effect estimate from its abstract, so it casts no vote on the map. It carries an expression of concern. Cited by 1 paper.

0numbers the graph read from it
0cells of the map it votes in
1citing papers in PubMed
–field-weighted citation impact
1 · What the graph read from it

What it found

Each row is one number read from the abstract, on the scale the paper reported it, with its interval. Left of the dashed line favours the treatment, right favours the comparator. Under each row is the sentence it came from. New to these charts? A ten-minute tutorial.

The abstract states no effect estimate the extractor could read, or names no intervention and outcome on the map, so this paper lights no cell and moves no belief. It is still indexed, cited and linked below.

2 · The registry

The trial behind it

Trials whose registry record cites this paper, or whose number appears in the abstract. A trial that started after this paper was published is citing it as background, not reporting it.

Neither the registry nor the abstract names a trial number. If this is a trial report, that itself is worth knowing.

3 · Its place in the literature

Who cites it

1 citing paper in PubMed.

  1. Article
4 · The record

Corrections and comments

5 · Who and what money

Authors and funding

7 authors.

Mehrbakhsh NilashiUCSI Graduate Business School, UCSI University, 56000, Cheras, Kuala Lumpur, Malaysia.
Rabab Ali AbumallohDepartment of Computer Science and Engineering, Qatar University, Doha, 2713, Qatar.
Hossein AhmadiFaculty of Health, University of Plymouth, Plymouth, PL4 8AA, UK.
Sarminah SamadDepartment of Business Administration, College of Business and Administration, Princess Nourah bint Abdulrahman University, Riyadh, Saudi Arabia.
Mesfer AlrizqInformation Systems Dept. College of Computer Science and Information Systems Najran University, Najran, Saudi Arabia.
Hamad AbosaqComputer Science Dept. College of Computer Science and Information Systems, Najran University, Najran, Saudi Arabia.
Abdullah AlghamdiInformation Systems Dept. College of Computer Science and Information Systems Najran University, Najran, Saudi Arabia.

Funding

No grant is acknowledged in the PubMed record.

6 · The paper itself

Abstract

Customer Relationship Management (CRM) is a method of management that aims to establish, develop, and improve relationships with targeted customers in order to maximize corporate profitability and customer value. There have been many CRM systems in the market. These systems are developed based on the combination of business requirements, customer needs, and industry best practices. The impact of CRM systems on the customers' satisfaction and competitive advantages as well as tangible and intangible benefits are widely investigated in the previous studies. However, there is a lack of studies to assess the quality dimensions of these systems to meet an organization's CRM strategy. This study aims to investigate customers' satisfaction with CRM systems through online reviews. We collected 5172 online customers' reviews from 8 CRM systems in the Google play store platform. The satisfaction factors were extracted using Latent Dirichlet Allocation (LDA) and grouped into three dimensions; information quality, system quality, and service quality. Data segmentation is performed using Learning Vector Quantization (LVQ). In addition, feature selection is performed by the entropy-weight approach. We then used the Adaptive Neuro Fuzzy Inference System (ANFIS), the hybrid of fuzzy logic and neural networks, to assess the relationship between these dimensions and customer satisfaction. The results are discussed and research implications are provided.

Indexed as

ClusteringCRMCustomer satisfactionOnline customers reviewsText mining

Identifiers

PMID38034804
PMCPMC10682139

What OpenQuestion holds

Textmetadata
LicenceCC BY-NC-ND
Read underepoch 390

Registered trials

None linked

Read under generation 80e0d062 · epoch 390. Bibliography from PubMed, PubMed Central and OpenAlex; grants from NIH RePORTER; trial links from ClinicalTrials.gov; estimates, votes and beliefs from the OpenQuestion graph.