Abstract:

Electronic consumer relationship management (E-CRM) features are among the main factors contributing to the success of any ecommerce Web sites. E-CRM programmes and implementation should focus on effectiveness of managing consumer relations on the Internet through effective use of Internet features either to deliver updated and accurate information, allowing consumer services support and providing personalized and value-added services. Thus, the aims of this research are to identify E-CRM dimensions and consumers’ perceived important features. The primary data for this research was collected through a questionnaire survey. To determine the important items and dimensions of E-CRM a factor analysis was performed. The findings reported 14 dimensions of E-CRM which were perceived as important elements affording consumers repeat visits and purchases. We discuss the limitations of the study and future directions of research.